[Retention & lifecycle]() / [Use cases]() / [Ownership onboarding]() [How it works]() [What you get]() [Scope]() [Start a review]() [Retention & lifecycle]()[Owners & loyalty]() # Turn new owners into confident users. New owners get the care guide, the exchange window and the right add-on when they help, from facts your team has approved. [Start with a retention review]() [How it works]() Owner checklist · Canvas field jacket **3 of 4**steps done for this owner - Care guide sent Day 10 - Size exchange window open Until Nov 15 - Care Kit offered Bought with the jacket - Loyalty balance explained Waits for the second order One owner’s first weeks: what’s been sent, what’s open and what’s still to come. ## Sound familiar? - The same question, “can I wash it?”, keeps reaching support. - The size exchange window closes before anyone mentions it. - The add-on that goes with a product is sold at checkout, or never mentioned again. An owner who doesn’t know how to care for or size what they bought is a return, or a bad review, waiting to happen. ## What changes. ShowTodayWith the engine After checkout Silence, then a generic follow-up Help with the thing they bought Answers Written into each email by hand Drawn from product facts your team approved Add-ons Offered at checkout, or never Offered when they’d use it Who gets it Every buyer Owners with nothing open on the order ## How it works. 6 steps, 4 stages. - AI**2** - Rules and automation**2** - Your team**2** - Approval 1. 1 Know 1. Rules and automation ### Know what they own Product, size, delivery date and anything open on the order, from Shopify and your helpdesk. - Shopify - Gorgias 2. 2 Match 1. AI ### Match help to the product Picks the care guide, exchange window and add-on that fit what they bought, using only approved facts. 2. Your team Approval ### Approve the facts and the claims Your catalog owner confirms every care claim, size note and compatible product before it can send. 3. 3 Send 1. Rules and automation ### Send once, when it helps Timed to delivery and the exchange window, and held while a problem is open. - Klaviyo - Attentive - Customer.io 4. 4 Learn 1. AI ### Spot what owners ask next Questions that still reach support after the guide are grouped and sent back to your team. - Gorgias 2. Your team ### Update the guide Your team fixes the content and decides which questions deserve a message of their own. Owner questions improve the guide ## What you get. Real work, every week. Approved facts Canvas field jacket Machine washable on cold. Not waterproof. Care Machine washable on cold · supplier spec revision 2 Not claimed Waterproof Goes with Care Kit Exchange Within 30 days of delivery The facts every owner message draws from. Nothing outside this record is said. Owner questions · Canvas field jacket Fall launch Question Asked Answered in Machine washable? 41 Care guide True to size? 27 Size note and exchange window Waterproof? 19 Held: not claimed What owners asked after the launch, and where each answer now lives. ## How you’ll know it’s working. 1. Questions reaching support per order A good guide answers the question before it becomes a ticket. 2. Add-on orders from owners Care Kits and other add-ons bought after delivery, against owners who didn’t get the message. 3. Exchanges started inside the window Shows owners can find the size fix, and keeps fit problems from turning into returns. Baselines agreed before we build. ## Works with what you have. Commerce - Shopify Email & SMS - Klaviyo - Attentive - Customer.io Support - Gorgias We configure first Klaviyo flows and Shopify’s order data cover a care guide and an exchange reminder. We start there, with approved product facts as the source. We build when Help depends on a product, size or model that Klaviyo doesn’t hold, or the owner isn’t the buyer. ## What a first build includes. Built in your accounts, around your team. Scope, fee and baseline agreed before we start. 1. 1 Design 2. 2 Build 3. 3 Run it, or hand it over [Start with a review]() [Scope this build]() ### We build - An owner timeline for each product family - A set of approved care, fit and add-on facts - Messages timed to delivery and the exchange window - A feedback loop from support questions ### We start from - Product facts and care guidance - Order, delivery and exchange policy - Support questions after delivery ### From your team Owner Head of ecommerce or lifecycle, with the catalog owner Involves - Lifecycle - Catalog - Customer service - Merchandising ## Questions teams ask. Does this only suit complicated products? It pays most where owners have real questions: how to care for it, whether it fits, what goes with it. For a simple product, one good guide may be all you need, and we’ll say so. Can it make up care instructions? No. It can only use facts your team has approved, like the supplier spec. Anything that isn’t in the approved facts, such as a waterproof rating we don’t have, isn’t said at all. Who owns it once it’s running? You do. It’s built in your accounts, documented, with training for the people who run it. Ownership usually sits with your head of ecommerce or lifecycle, with the catalog owner. We can keep running it with you, or step back. How do we start? Usually with a retention review: two to four weeks, a fixed fee credited to the build, and a plan that’s yours. If the job is already clear, we can scope the build directly. ## Part of your retention engine. One of 12 use cases, in 6 parts. [See the whole retention engine]() 1. [Second orders **3**]() 2. [Subscribers **3**]() 3. [Contact that fits **1**]() 4. [Owners & loyalty **2**]() 5. [Lifecycle production **1**]() 6. [Proof & decisions **2**]() In owners & loyalty - **Ownership onboarding**You’re here - [**Loyalty benefits**Make loyalty benefits clear, and the ledger right]() Works with - [**Second orders**Turn first orders into second orders]() - [**Service-aware messaging**Hold marketing while a customer’s problem is open]() See it at work - [**Also in**Digital commerce & conversion]() ## Help them love what they bought. Start with a retention review. [Start with a retention review]() [**Talk it through first**15 minutes]() We reply within one business day. --- Source: [https://www.thekeating.co/use-cases/ownership-onboarding/]() [Contact Keating & Co](mailto:nelson@thekeating.co) · [Agent guidance](https://www.thekeating.co/llms.txt)