More repeat visits, and more profit from every one.
For premium retail brands and hospitality groups that trade in stores and online. The aim: within 90 days, more of your customers come back, and the extra profit is greater than the discounts it costs.
The problem we solve
Typically for groups trading around A$3M to A$30M, where the buyer is the owner, general manager or marketing manager.
Customer data is split between stores and online
The till knows one thing, the website another and the booking system a third. Nobody can see a customer across all of them.
Discounts and rewards give away margin
Offers reach people who would have come back anyway, and nobody has worked out whether a repeat visit pays for the discount that brought it.
There is no structured way to bring people back
Customers are thanked at the door and then forgotten until the next sale.
We have stood where you stand
Toby has run a hospitality business and managed a Montblanc boutique, so he understands rosters, foot traffic, stock and margin from the owner's side. Most agencies only ever see the online channel.
That shapes the work. We start with the economics of a repeat visit, then build the systems, and we train the team who have to make it happen at the counter.
Customer Retention Audit
Quoted to scope About three weeks. Credited against a retainer.
The Profit Opportunity Review, with a section for stores and venues. You finish with a clear picture and a plan.
- The cost of your discounts and rewards reviewed against margin, including any loyalty program you already run
- A map of your customer data across stores and online
- Retention gaps and a prioritised recovery plan, with dollar estimates
- Starting figures recorded for repeat visits, spend per returning customer and discount cost
Customer Retention Partner
Quoted to scope Monthly, with six-month renewals.
We build the systems in the first two months, then run and improve them every month after.
Months one and two: setup
- Connect your store sales system and online store to Klaviyo
- Set up customer detail capture in store and at booking, with repeat-visit offers modelled against margin
- Where a loyalty program already exists, fix or simplify it so it makes money
- Build the core journeys: welcome, post-visit or post-purchase, birthday, lapsed customer and VIP
- A short guide for your staff on capturing customer details and inviting people back
From month three: ongoing
- Strategy
- A monthly session with the owner or GM, and a quarterly owner's report showing the profit recovered.
- Repeat-visit offers
- Monthly offers to returning customers, modelled against margin, with adjustments to any existing loyalty program so it stays profitable.
- Email and SMS
- Six campaigns covering store and online customers, with flows maintained and improved.
- Reporting
- Repeat visit rate, spend per returning customer, and discount cost against the extra revenue it brought.
Billed monthly in advance. Not included: Klaviyo fees and any loyalty platform fees, custom development on your sales system, paid ads and printed materials. If you have no customer database yet, an optional retention launch project (Quoted to scope) comes first.
Repeat visits depend on your team
Systems only work if staff capture customer details and invite people back. Teams change how they work when four things are in place, so we check all four in every store and venue.
- Understanding. Staff know why capturing customer details matters to the business, and to them.
- Example. Managers do it themselves at the counter.
- Skills. Staff are shown how, during a normal shift, with short scripts.
- Recognition. A simple capture target per shift, noticed and rewarded.
Good to know
- Loyalty programs
- We don't sell them. If you already run one, or want one, the audit checks whether it makes money. Discounts and rewards can cost more than the repeat business they bring.
- Your systems
- Klaviyo connects to Lightspeed and Square. Other booking and point-of-sale systems are scoped in the audit and priced separately, so the first thing we ask is which ones you use.
- Timing
- Most venues plan in the months before winter. Starting then means repeat visits are working when they matter most.
Questions
We already have a guest CRM or a loyalty platform. Is that enough?
It might be, but software doesn't make the commercial decisions. It won't tell you which customers you are losing across stores and online, what they are worth, what you can afford to spend to keep them, or whether the offers are paying for themselves. That is the part we do.
Do you need to replace our point of sale?
No. We connect to what you already run. Where a system doesn't connect easily, we scope the options in the audit and price any integration separately.
How do you measure success?
We record starting figures for repeat visits, spend per returning customer and discount cost in week one. Results are then reported against those figures in dollars, adjusted for margin.
How many of this season's customers will come back?
Book 30 minutes and we will look at what a repeat visit is worth to your business.