E-commerce Retention Marketing
Acquisition wins the customer once; retention earns the profit. Flows, offers and WhatsApp/email that turn first-time buyers into the repeat base that funds growth.
Why it keeps happening
This isn’t one bug — it’s usually a stack of small leaks. These are the culprits we find most often:
- All budget on acquisition, none on the customers already bought
- One-time buyers treated as transactions — no post-purchase journey
- No understanding of who repeats, when, and why
- Retention judged on sends, not on LTV and repeat rate
Metrics that matter
Repeat purchase rate, LTV & LTV : CAC, Revenue per flow, 90-day retention. Definitions live in the glossary — no jargon, no hand-waving.
How we fix it, step by step
Know your repeat math
Cohort analysis: who repurchases, at what interval, at what price — LTV per cohort before any flow is built.
Build the core flows
Welcome, post-purchase, replenishment, winback and cart recovery — triggered, not blasted.
Split channels by job
WhatsApp for urgency and India’s mobile-first buyers; email for depth and content; each measured separately.
Reward the repeat
Offers and tiers built on frequency data — make the second purchase the natural next step.
Report on LTV, not sends
Repeat purchase rate, LTV:CAC and revenue-per-flow in the weekly numbers.
Services in this playbook
This playbook in the field
Related fixes
Fix It With Data, Not Hope
Get an honest audit of the exact leak behind your problem — no obligation, no jargon.