Most ecommerce brands have more customer signal than they know what to do with. Reviews, support tickets, survey responses, cancellation reasons. Nobody has turned it into language your retention team can actually use.
Acquisition is doing its job. The problem is everything that happens after. Your brand team and your performance team are speaking different languages, and neither of them is speaking the language your customers use when they talk about why they stay.
The gap shows up in three places:
Customers get a welcome sequence and then a discount code. The story that keeps them subscribed, the real one, exists somewhere in your reviews and support tickets. Nobody has written it into the touchpoints that matter.
Churn climbs because your subscription messaging is built for conversion, not commitment. The language that made someone sign up is not the language that makes them stay when the novelty wears off.
Referral programs underperform because affiliates and ambassadors default to generic. They haven't been given the specific language that makes someone feel like this brand was made for them.
This is the gap I close.
The results come from the same place every time: knowing exactly what your subscriber is telling themselves when they decide to stay or go, and making sure every touchpoint is speaking to that decision.
You're a head of ecommerce, a GM, or a CMO at a brand that's figured out acquisition but is watching retention leak. Your lifecycle program exists but it's not doing the job. You have customer data everywhere and no unified story pulling it together. This is built for you.
I've spent years inside the ecommerce ecosystem: as a host of the Ecommerce Marketing School podcast, as a consultant to the tools your retention team uses every day, and as someone who has personally made the subscription-stays-or-goes calculation more times than I can count.
I know what your subscriber is thinking when that renewal hits. I know the moment when a customer goes from passive to committed, and what it takes to get them there in language, not just product features.
"The story that gets someone to subscribe is not the story that keeps them."
Most lifecycle work starts with the calendar. Send a welcome email. Send a nudge. Send a win-back. The cadence gets built before the message does. This starts with the customer. What they said when they signed up, what they said when they almost left, what they told a friend when they stayed. That language becomes the foundation for every touchpoint.
The result is retention and lifecycle programs that feel like they were written by someone who knows your customer, because they were.
Same methodology as the B2B work. Different channels. Instead of sales talk tracks and partner co-marketing, the framework gets activated in the places that drive retention: email, SMS, subscription loyalty, and referral programs.
The core engagement. For ecommerce brands that need retention messaging built from the subscriber up and activated in the channels where it has to perform.
What's included
Not included: paid media creative, platform implementation, ongoing community management
For brands that want the framework activated across every retention channel, plus a direct line throughout the engagement for decisions that can't wait for a scheduled check-in.
What's included
For clients post-engagement. Keeps the messaging current as the product evolves, the subscriber base grows, and the team changes.
Available to clients who have completed a project engagement. If the foundation isn't there, the retainer won't hold.
What's included each month
Month-to-month. 30 days notice to cancel.
Tell me what's leaking. I'll let you know if I can fix it.
Fill out the form and I'll follow up with next steps.
Engagements are three months, project-based, and start at $8,500/month. Every engagement ends with your team trained on how to use what we built, not just a document in a shared drive.