01
The second order is where profit starts
For a lot of DTC and CPG brands, the first order barely covers what it cost to get. The money is in what comes next.
Retention: Email + SMS
Stop paying twice for the same customer.
The customers you already paid for are the cheapest revenue you'll ever get. We make sure they buy again.
What changed
Acquisition got pricier. Retention got smarter.
New customers keep getting more expensive to buy, and the platforms keep more of the margin. Meanwhile AI quietly changed what a small retention team can do: segments, send timing, product recommendations and copy variants can now be personalized at a level that used to take a whole department. But only if the flows, the data and the strategy underneath are right.
02
Personalization is cheap now
The tools can tailor every send. They can't fix a broken flow, a messy list, or a strategy nobody wrote down.
03
Retention and paid media are one P&L
Know what a new customer is worth by day 60 and 90, and paid media knows exactly what it can afford to pay for one.
What you get
The program behind the second order
Built mainly for brands on Klaviyo, with Postscript or Attentive for SMS.
- Flow audit and rebuild. Welcome, browse, cart and checkout abandon, post-purchase, replenishment, winback and VIP.
- Campaign calendar. Planned around your launches, promos and buying cycles, not a send-every-day habit.
- Segmentation and AI-assisted personalization. The right product, timing and message for each group.
- SMS program. Built around high-intent moments, so it earns its cost per message.
- List growth. Popups and zero-party data that tell you what people want before they buy.
- Deliverability check. Authentication, list hygiene and inbox placement, so the emails actually land.
- LTV and repeat-rate reporting. 60 and 90-day numbers by cohort, connected to what paid media spent.
How it runs
On the HUNT Framework
The same operating system behind every engagement. See the full framework.
Hunt
Audit every flow, segment and send, and check deliverability.
Unify
Connect retention to paid media, so both work from the same 60 and 90-day customer value.
Navigate
Rebuild the flows, run the calendar, and test copy, timing and offers.
Track & Convert
Report repeat rate and LTV by cohort, and tell paid media what a customer is really worth.
Who it's for
Built for brands that already have customers
Founder-led, by operators who've managed $250M+ in ad spend across 47 brands.
CFO / CEO
CAC keeps rising and margins keep shrinking
You want more revenue from customers you've already paid for, measured in LTV, not open rates.
CRO / Head of Growth
Retention runs in a silo
You want email, SMS and paid media working from the same customer value, so budgets make sense.
Director of Paid Media
You're judged on first-order ROAS
You want 60 and 90-day value on the table, so you can bid for customers who come back.
Founder
Your Klaviyo hasn't been touched since setup
You want the flows rebuilt and running without it becoming your second job.
Not a fit if you have fewer than about 1,000 customers on file, or email and SMS already drive a healthy share of revenue and your flows are current. In either case we'll tell you so on the call.
How to start
Start with the flows, then keep them working
Flow Audit
A one-time review of your whole program
Starts at $1,500Credited to month one if you keep going with us
- Every flow checked against what it should be doing
- Segments, list health and deliverability
- Your repeat-rate and 60/90-day baseline
- A ranked list of what to rebuild first
Ongoing Retention
Flows, campaigns and reporting, run for you
Starts at $3,000/moEmail flows, campaigns and monthly reporting
- Flow rebuilds and ongoing optimization
- Campaign calendar, copy and design
- Segmentation and AI-assisted personalization
- LTV reporting connected to paid media
Every account is different. Your price depends on scope and how involved you need us to be, from strategic guidance to fully hands-on. A full SMS program and higher send volume are quoted on a call. See how we put our fee on the line in The Wolf Pact.
FAQ
Retention, answered
What percentage of revenue should email and SMS drive?
It depends on how often people rebuy, how big your list is and how hard paid media is pushing new customers in, so a borrowed benchmark can mislead you. A better test: are your core flows built and current, and is the revenue from returning customers growing month over month? The Flow Audit gives you that baseline.
Which Klaviyo flows matter most?
Start with the ones closest to a purchase: welcome, abandoned checkout, abandoned cart, browse abandonment and post-purchase. Then replenishment if your product runs out, winback for lapsed buyers, and a VIP flow for your best customers. It's common to find a few of these missing or years out of date.
Is SMS worth it?
For many DTC brands, yes, used for the moments that matter, like abandoned checkout, restocks and launches, and not as a second email channel. SMS costs money per message, so we build it around high-intent triggers and watch unsubscribes closely. We'll tell you in the audit whether it fits your audience.
How long until retention improvements show up?
Flow fixes usually start showing in the first month, because they work on traffic you already have. Repeat purchase rate and LTV take longer to move, since you have to wait for customers to reach their next buying window. We report 60 and 90-day numbers so you can see the trend honestly.
Do you write and design the emails?
Yes. We plan the strategy and segments, write the copy, and design the emails and SMS. We can work inside your brand guidelines or hand templates to your team. Either way you approve before anything sends.
Do you work with platforms other than Klaviyo?
Klaviyo is where we do most email work. For SMS we also work with Postscript and Attentive. If you're on another email platform, ask us. Sometimes the right first step is a migration, and sometimes it isn't worth the disruption.
Keep reading: ROAS is lying to you. Related services: Profit Measurement, Conversion Optimization, or all services.
Are your customers coming back?
Book a call and we'll look at your flows together. You'll leave knowing what's missing and what to fix first.