The BFCM Index: three years of Black Friday performance, broken down by channel.
Explore the indexThe BFCM Index: three years of Black Friday performance, broken down by channel.
Welcome, post-purchase, win-back, lapsed and VIP journeys run as one system across Klaviyo email and SMS, timed off your real repurchase cadence instead of generic defaults. A specialist tunes the flows every week so no stage decays unnoticed.
WHAT WE BUILD
We map welcome, post-purchase, browse and cart abandon, win-back, lapsed and VIP journeys as one system across email and SMS, with a clear channel order for what fires first and what suppresses after a conversion. Every stage is reviewed so no customer falls through without a trigger.
Trigger timing is set from your actual Shopify repurchase cadence, not Klaviyo's defaults, so a customer who reorders every 90 days gets a win-back at day 75, not day 30. Cadence is recalibrated each quarter as buying behaviour shifts.
Channel choice follows each customer's engagement history: SMS-engaged customers get SMS-first sequences, email-dominant customers get the reverse. Cross-channel suppression stops the same message landing twice inside one window.
Journeys branch by RFM tier, so VIPs see different content, offers and timing than at-risk or brand-new customers. We track tier migration and flag cohorts sliding from active to at-risk faster than the journey can respond.
We watch open rate, click rate, conversion and unsubscribe for every active stage each week. Any stage decaying below threshold gets a review before it costs you revenue.
Subject lines, timing windows and offer thresholds inside live flows get tested against a control slice of the same audience, the same discipline campaigns get, not a set-and-forget automation. A win gets rolled into the full flow; a loss gets reverted before it drags the flow's baseline conversion rate down.
ACCOUNTABILITY
Journeys running while your team sleeps
Welcome, browse, cart, win-back and beyond
Contact strategy across every automated touch
Shared caps and unified suppression
Journey reviews a year, against revenue
Underperforming steps rebuilt, not left running
PROOF
Assembly Label
fashion
A retention and measurement partnership refining the lifecycle programme and bringing online and retail into a clearer, shared view.
View case study
Bed Threads
home
A homewares brand outgrowing its own stack. We rebuilt the storefront, scaled paid and lifecycle in lockstep, and ran peak periods across three markets without buckling.
View case study
Sarah & Sebastian
fashion
A fine jewellery and piercing brand whose retail, booking and online journeys were rebuilt into a single lifecycle engine, turning service moments into retention that keeps paying off.
View case study
Fujifilm
experience
A retention and measurement partnership for a global imaging brand, rebuilding the post-purchase journey around lifecycle education, consumable replenishment and accessory cross-sell to lift long-term customer value.
View case studyOBJECTIONS
These are the questions clients ask before signing. Honest answers below.
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