+18%

Win-Back Conversion

Re-engaged churned customers without discounts.

+33%

A/B Testing Improvement

Optimized subject lines, CTA placements, and timing windows.

+$61K

More Revenue
(3 Months)

From reactivation and replenishment flows alone.

Overview

This supplements brand was losing up to 60% of new customers after their first order. Their retention system relied heavily on one-off discount codes and manual campaigns that offered little personalization or timing precision.

I stepped in to rebuild their lifecycle inside Klaviyo, using automation, behavioral data, and psychology-based messaging, to win back churned customers, reduce discount dependence, and increase subscription adoption.

The Challenge

  • High churn after trial or single purchases.
  • No structured win-back or replenishment automation.
  • Revenue heavily dependent on broad discount campaigns.
  • Low engagement from existing customers; repeat orders dropping month-over-month.

The goal was clear:

Deliverables: Recover churned revenue and drive retention, without leaning on discounts.

My Smart Approach

  • Rebuild the lifecycle system inside Klaviyo
  • Created SKU-based replenishment flows triggered by average consumption timelines (e.g., 25, 45, 60 days post-purchase).
  • Integrated cross-channel reminders (email + SMS) to boost engagement timing.
  • Design high-performing win-back automations
  • Introduced a 3-phase win-back sequence:
  • Phase 1: Education-driven reactivation (reminded of value & benefits).
  • Phase 2: Social proof & testimonials to build trust.
  • Phase 3: Final urgency-driven nudge (no discount).
  • Implement a “Trial-to-Subscription” Conversion Funnel
  • Designed an automated nurture series educating customers on product usage & subscription benefits.
  • A/B tested two incentive frameworks: “Free shipping” vs “Exclusive community perks.”
  • Introduced personalized banners and CTA blocks within post-purchase emails to lead customers into subscription flow.
  • Optimize & Iterate
  • Monitored open/click rates, LTV per cohort, and retention metrics biweekly.
  • Used Klaviyo reports and GA tracking to compare repeat order lift vs. baseline.

3 Months Results

Final Outcome

By combining Klaviyo’s behavioral data with creative retention design, the brand turned “lost leads” into returning customers and built a sustainable lifecycle system that continues generating profit automatically.

What was once a reactive, discount-driven model became a data-led retention machine by improving engagement, retention, and long-term brand loyalty.

Want to build a retention system like this?

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