Retention notes
Retention notes
On email flows, loyalty, and the work that brings DTC buyers back.
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The Winback Email Flow: Start From Their Date, Not Day 90
Most winback flows start on one fixed day for the whole store. Start 14 days after each customer's own reorder date, send 4 emails over 28 days, and hold the discount until email 3.
Open this note →Oct 7, 2026
The Cross-Sell Email Flow: 1 Product, From Your Own Orders
Most cross-sell emails show a grid of products on the same day as the review ask. Send 3 emails from day 14 after delivery, show 1 product, and pick it from what your past customers bought on order 2.
Oct 6, 2026
The Replenishment Email Flow: Count Units, Not Days
Most replenishment flows use one delay for every order, so the customer who bought 2 gets "running low?" a month early. How to set the run-out date, split by quantity in Klaviyo, and why not to use the predicted next order date.
Oct 5, 2026
The Review Request Email: 2 Asks, and the Line the FTC Drew
Most review request timing is counted from the wrong day, and a common template pattern is one the FTC calls out. When to send, why 2 emails and no more, and what the 2024 rule means for incentives.
Oct 1, 2026
The Browse Abandonment Flow: 2 Emails, Then Hand Off
Klaviyo's benchmarks put browse abandonment at $1.07 per recipient, a third of the cart flow. That is fine. Two emails, no discount, and the filters that let your cart and checkout flows take over.
Sep 23, 2026
The Post-Purchase Flow: 3 Emails, None of Them Selling
Klaviyo says post-purchase messages get 217% higher open rates than campaigns. Most brands waste the window. Three emails, why transactional and review requests belong elsewhere, and the split that matters.
Sep 17, 2026
The Checkout Abandonment Flow: Turn Off Shopify's First
The highest-intent flow you can build, and the one most brands accidentally send twice. Turn off Shopify's native email first, then the triggers, the filters, and why 30 minutes is wrong for some stores.
Sep 12, 2026
The Abandoned Cart Flow: Why You Need Two, Not One
Abandoned cart and abandoned checkout are two different Klaviyo metrics and need two different flows. Most accounts only run one, and the default template covers the smaller audience. The triggers, the filters, and the timing.
Sep 9, 2026
The Welcome Flow: 3 Emails, and the Setting That Breaks Them
Three emails over a week is the standard welcome flow. But the count is not what breaks it. One Klaviyo setting silently skips your highest-converting email, and most flows are missing their exit condition.
Sep 6, 2026
Customer Retention Agency for DTC Brands: What It Costs
Audit and roadmap done by our founder Michal personally, a 30-day flow build, then a monthly retainer. Setup $3,500 to $6,000, retainer $2,000 a month. Pricing and scope on the page, no call required to find out.
Sep 2, 2026
Ecommerce Customer Retention: The Build Order Nobody Gives You
Every guide on ecommerce customer retention hands you the same list of 5 to 9 tactics and no build order. Here is the order: 12 flows, 37 emails, and which ones to build first.
Aug 22, 2024
10 Proven Strategies for Ecommerce Conversion Optimization
Ecommerce conversion optimization starts at the checkout. The 10 fixes that pay off, ranked by Baymard data on why 70% of carts get abandoned.
Jul 18, 2024
How to Choose an Ecommerce Agency: Hire for What's Broken
Most agency guides hand you a generic checklist. Name the broken part first: store, ads or repeat orders. Then ask who owns your Klaviyo account, what you keep when you leave, and which number they report.
Jun 29, 2024
GDPR and CCPA Compliance for Ecommerce Under $26.6M
Which privacy law applies to a US store: CAN-SPAM for email, GDPR only through EU customers, and CCPA even below its $26.6M revenue line if your pixels share data on 100,000+ Californians. What to set up in Klaviyo.
Jun 15, 2024
UGC for Ecommerce: Your Review Flow Already Collects It
UGC for ecommerce without contests or tools. Customer photos and reviews come from the review request email after delivery. Paid creator videos are ads under FTC rules. Where to use what you collect.
Jun 8, 2024
How to Increase Repeat Purchases: Start With Shipping, Not Personalization
How to increase repeat purchases: fix shipping and returns first, then build the post-purchase, replenishment and winback flows. Personalization comes last.
Welcome, abandoned cart, that's it. We will get you to order 2.
Send the store URL and your current Klaviyo setup. WDNN reviews the request for fit. If it fits, you get a written proposal with workstreams, dates, and price.