Customer Retention

Help more of your customers get value and stay

We look at who stayed and who left, find the early moments that made the difference, and build the onboarding and lifecycle messages around them. Work happens in the messaging tool you already use, such as MoEngage, Netcore or Klaviyo.

Book a Retention Consultation (opens in a new tab)See how we work

Why trust us with retention

Built on running journeys at scale

Retention is where our experience runs deepest. Our founder has owned the customer journey after sign-up for a digital bank serving millions of customers, and builds the targeting and trigger logic directly from behavioural data.

  • 115+

    Trigger-based journeys live

    across onboarding, retention and win-back

  • 11.5M+

    Automated messages sent

    by those journeys

  • Up to 722%

    Uplift over control groups

    compared with customers who got no message

  • 73%

    Lift in conversion

    from a self-built targeting model that found 23,000+ likely customers

Signs it is worth a look

Where customers usually slip away

  • People sign up and never come back after the first visit
  • You keep winning new customers and losing about as many
  • Messages go out by channel, not by where the person actually is
  • Campaigns overlap and customers get the same nudge twice
  • Nobody notices an account is in trouble until it cancels

Ways to work together

Four packages, each with a clear scope

Timelines are typical, not fixed. We confirm scope and cost in writing before any work starts.

014 to 6 weeks

Work out what makes people stay

The part most teams skip.

Before any new messages go out, we look at who stayed and who left, and pin down the few early moments that decided it. Then we map who each message should reach, on which channel, and how you will know if it worked. Built from your real customer behaviour, not a template.

What you get

  • A clean set of the events worth tracking, named consistently and checked across web and app
  • A simple model of where each customer is (new, active, going quiet, gone) with clear rules for moving between
  • A plan for every automatic message: who it reaches, when, and why
  • The handful of numbers to watch, and how to read them

Best for: Teams who already pay for a messaging tool but are not seeing results. The tool is rarely the problem.

028 to 12 weeks

Build it in the tool you already have

We go in and do the work.

We take over your messaging setup, whether that is MoEngage, Netcore, Klaviyo or something else, and get it working. We clean up the tracking, switch off the campaigns fighting each other, and ship the new automatic messages against the plan from step one.

What you get

  • A full review of what is currently running: campaigns, segments, tracking
  • Rules so campaigns stop overlapping and people stop getting double-messaged
  • Six to twelve new automatic journeys across sign-up, first use, staying, and coming back
  • A weekly review of what is working, with changes made off the back of it
  • Notes so your team can run it after we leave

Best for: Teams with a messaging tool that is live but not moving the numbers. You are paying for it already.

0390 days

A focused 90-day push

One goal, one number, 90 days.

A short engagement with a single target: fewer people leaving in the first month, more people getting through sign-up, or old customers coming back. We look, we plan, we build, we measure. You have the result before we leave.

What you get

  • Weeks 1 to 2: dig into your data and name the real problem
  • Weeks 2 to 4: design what to change
  • Weeks 4 to 10: build it and adjust as the numbers come in
  • Weeks 10 to 12: a plain report of what moved, and a handover

Best for: Teams with one specific problem and 90 days to shift it, before committing to anything longer.

0410 to 14 weeks

Fix churn that starts with support

For when people leave upset, not bored.

Not every retention problem is a messaging problem. If people are leaving because support is slow, sign-up is confusing, or nobody notices an account is in trouble until it cancels, this is the layer we work on.

What you get

  • A health score for each account, wired into your help desk
  • A proper sign-up flow that gets ahead of problems instead of reacting to them
  • Clear playbooks for complaints and escalations, so the answer is good every time
  • A short satisfaction check at day 14 and day 30
  • A weekly review of which groups of customers are actually leaving

Best for: Subscription businesses where people leave because of support quality, not lack of interest.

How it starts

From first call to first change

  1. A short call

    30 minutes. We ask about your numbers, your current tools, and what you have already tried. You get a clear read on what is wrong and whether we are a fit.

  2. A written diagnosis

    A day or two later you get a short write-up: what we think the core problem is, what we would tackle first, and what we would measure.

  3. A scoped proposal

    If it makes sense to work together, we send a plan with the work, the timeline, and the cost. No open-ended retainer before we both agree on what you are getting.

  4. The work

    We start. We work inside your tools, alongside your team, and produce something you can measure. Weekly check-ins. You always know where things stand.

We cannot promise a specific retention number, because results depend on your product, your customers and how quickly changes can be shipped. We agree what to measure at the start and report what we see.

Illustrative example

See lifecycle thinking in action

Miva student lifecycle. A concept showing how communication could change across six student stages, from studying through to alumni, with an example message and next best action for each.

Built as a sample. Not a client engagement.

Explore the concept (opens in a new tab)

Talk through your numbers with us

A 30 minute call. Tell us where people drop off and what you have tried. We will tell you what we would look at first.

Book a Retention Consultation (opens in a new tab)