#cx-retention

@Andres Alla, AfterSell sister company for cart is called UpCart. Depending on what you’re looking for but our cart can do a lot as well.

<@U07QQ683H1A> @Alicia Gan We’re looking for new upsell app (for slide cart drawer, checkout, post purchase, thank you page). Would you recommend AfterSell? Or perhaps any other ones?

Anyone have email/SMS agencies they'd recommend for CPG brands? Thanks!

for anyone else interested - at Skio - we recommend offering a wide variety of cancel reasons + save offers & allow merchants to segment save offers based on subscriber metrics. + you can add in a video/image into the cancel flow as a founders note / could use this to direct people over to support channel for 1/1 feedback.

appreciate the tag! Sent you a DM <@U07J20YNPE1>

@Noah Finn might be able to help you

Hey everyone
We are looking for a retention specialist

Not an agency
But yes to someone who works solo for a few companies

Incredible with email - sms
Post cards
And all other retention strategies

Just a shout out to Alia pop up software. We were on boarded a month ago and went from a 2-3% email opt in to over 21%. We have maintained if not increased revenue since going live, and can confirm we have also seen great results on 3 other sites now we also implemented it on.

It’s also worth noting you work with the founders during the onboarding and they make it super easy for you. They run split testing free of charge and you can tell they want the best for your business.

Let me know of anyone wants an intro.

Hey guys - anyone use Emotive or Attentive? Any insights on performance on either channel givens Attentive's trademark on their sign-up form, etc?

Thank you.

Any Klaviyo experts in the community? I’m working with a brand that recently migrated their lifecycle program from Constant Contact to Klaviyo. We’re launching a new product line and could use some help troubleshooting a few things.

Hi folks! Would any of you have a sense of what good email marketing consent rates generally in the UK look like for retention marketing?

For context we’re a DTC beauty brand with product market fit in both US and UK but our reliance on paid socials is relatively quite high for retention marketing in the UK- hence curious

Ty in advance :)

I’m working on a cashback app. In all honesty I can’t give you the differences from a a statistical point right now but I would think people like hearing and seeing cashback more. That’s the bet I’m making with my app.

Would love to show you / offer it to you free if you would be interested/ are thinking of potentially going in that direction.

Check Magnet Monster's website. I think they a lot of case studies on this

Alia is the best for amazing high intent email capture. Feel free to DM me and I'll tell you about my experience using

I’m reviewing our Klaviyo abandoned cart and checkout flows and wanted to get some input.

Product type: Mid-high AOV (avg. order ~$220)
📈 Customer behavior: Based on post-purchase surveys, only ~40% of customers order within 7 days of first seeing the product. A good chunk take 14–30+ days.
🧠 Here’s what I’m proposing:
Added to Cart Flow
– Runs over ~15 days
– 5 emails
– Starts with a reminder (no offer), then escalates to 10% and finally 15%
Checkout Started Flow
– Runs over ~10 days
– 5 emails
– Faster pace with stronger intent assumed with offer introduced earlier

Curious to hear if you think these timeframes are too long, too short, or if you’d structure it differently based on this kind of buying behavior?
Thanks in advance! 🙏

Hello everyone, what repurchase rate (1st to 2nd order) would you expect in a quick-growth healthy DTC pet supplements brand in a 30 day frame, 90 day frame and 180 day frame?

Hey <@U07QQ683H1A> , the average conversion rate for post-purchase upsell offers is around 4%. Top-performing brands can achieve conversion rates upwards of 10% for post-purchase upsells

Key Factors Influencing PPU Conversion Rates:
• Offer relevance and price: Lower-priced, impulse-friendly items tend to convert better
• Testing and optimization: Regularly testing different products and offers can help achieve higher conversion rates

@Alicia Gan may be able to weigh in

I have been doing some deep diving on one of our brands that has had some pretty solid growth over the past 3 years.

Here are some key metrics in the image below. This is a lifestyle brand selling items such as water bottles, travel and lifestyle bags, lunch ware etc.

I was fascinated to see that only 12.5% of our customers make a second purchase, when I would consider that many of our products tie in with each other.

We then looked into incremental uplift by improving the second purchase rate from 12.5% to 20% or 25%. Obviously this is not easy, however I feel like there are some easy wins here.

There are many things like post purchase flows that we have in place, however we might not be agressive enough with these or getting our timeframes wrong in when we are making these offers.

We are dropping new products regularly, which is one easy way to get second purchases however I feel there is still plenty of opportunity outside of these new product launches to see success.

Any feedback welcome!

I am looking into a CRM to track all customer interactions across klaviyo flows, shopify emails, direct email interactions, sms etc. Does anyone have any suggestions on softwares that can do this? Gorgias?

How would you calculate CLV and repeat customer rate for a company that has grown substantially during the last 6 months? It usually takes our customers 3-6 months to make their second purchase.

<@U08D32FD057> – solid question…

Retention strategies aren’t one-size-fits-all.

I’d love to know more about your specific business model and customer journey.

What’s holding you back?

• Low repeat purchase rates?
• Weak engagement?
• Churn at a specific stage?
That said, here’s what can move the needle for repeat customers (and why):

Buying Habit Formation – Do customers have a reason to come back?

• If your product has a natural replenishment cycle (skincare, supplements), great.
• If not, you need a strong habit loop (loyalty perks, exclusive content, ongoing use cases).
Post-Purchase Experience – The best brands don’t just sell—they onboard.

• Automated post-purchase flows (email/SMS).
• Community engagement & education.
• Proactive support that keeps customers coming back.
Retention-Focused Offers – Subscriptions, bundles, VIP programs.

• These turn one-time buyers into repeat loyalists.
• If you’re relying on Meta Ads alone, you’re leaving money on the table.
Channel Overlap & Timing – Email/SMS & Meta Ads can drive retention… but only if they hit right.

• Are your emails personalized?
• Is Meta retargeting happening at the right moment (30-60 days post-purchase)?
This is just the start, and I’d LOVE to take a deeper look. 😃

👉 Drop some details in the thread or DM me, and I’ll give more targeted advice..

We follow a 2 step process here (for right address, but missing package)
1. For large value orders, to weed out fraud, we first ask the customer to wait for a couple of days to see if USPS delivers the package (they often mark it delivered before delivering), and then file a missing mail case with USPS. If USPS is not able to find the package, we ask for a confirmation that USPS sends about it. This step has been solving 70-80% cases for it, and we don't hear back from the customer most of the times.
2. If the customer is engaging and actually files the missing mail case, we ship them a replacement and absorb the cost
From the language of the message exchange, our team is able to infer many times if it is a genuine case.

FWIW it feels like USPS has been better now that we’re out of holidays + insane weather season (knocking on wood, hoping this doesn’t jinx it hah)