Menu
ProgramsBroader areas of business improvement.Use casesFind the specific work you want to change.

Featured initiatives

AI shopping & agentic commerceProduct launch accelerationPromotion orchestrationConnected post-purchase experienceCustomer intelligence into actionCommercial and supply planning
Working togetherDiscoveryAbout
Get in touch
Retention & lifecycle

Build a first-to-second-purchase journey.

New customers receive generic follow-up unrelated to what they bought.

TriggerA first order reaches the appropriate post-purchase stage.

A first-purchase journey planIllustrative example
Customer eventAppropriate follow-upCondition
Delivery confirmedProduct-specific care guideCustomer has permission for that channel
Shipment delayedCurrent order helpSuppress the scheduled promotion
Relevant replenishment windowRefill reminderNo open return or service issue

What you getProduct-aware lifecycle journeys and a test plan.

Discuss this use case How it works

Led by operators with 15+ years building commerce products, teams and systems. About us

Today

Every first-time customer receives a similar follow-up sequence, even when the product, delivery or service experience differs.

With this in place

Customer events and product context determine useful education, service and next-purchase opportunities, with a measurable test plan.

Who does what, step by step.

Your team

Your lifecycle team chooses the cohort, approves messages and incentives, and reviews the results.

AI

AI drafts product-aware education and recommendations for each eligible moment.

Automation

Integrations join delivery, service and product events and respect each customer’s communication permissions.

  1. Your team

    Choose a cohort

    Define the first-purchase situation and the customer behavior the journey should support.

  2. Automation

    Connect customer events

    Join delivery and service state to product context and communication permissions.

  3. AI

    Build useful follow-up

    Provide appropriate education, replenishment or complementary-product guidance at eligible moments.

  4. Your team

    Compare and improve

    Review cohort outcomes, complaints and incentives; use a test group where appropriate.

Guardrails

  • Honor consent, channel preferences and suppression rules.
  • Pause unsuitable promotions during unresolved service cases.
  • Separate incremental repeat value from purchases that would have happened anyway.

What a first project includes.

A bounded first build around your systems and team. We agree the scope, fee and baseline before we start.

Scope this with us How we work together
Sample scopeThe second purchase

We build

  • An event-aware journey in the existing CRM or lifecycle platform
  • Content and suppression rules connected to service state
  • A cohort or experiment readout covering value and customer experience

We start from

  • First-order product and customer-cohort context
  • Delivery, return and unresolved service events
  • Consent, channel preferences and approved content

From your team

Owner
  • Lifecycle Lead
  • Retention Product Lead
Involves
  • Lifecycle
  • Product
  • Engineering
  • Data
  • Customer service
  • Creative

Access to these systems and real examples to test against.

Adapts to

  • Direct-to-consumer commerce
  • Subscription
  • International commerce

We’d measure

  • Second-purchase behavior by eligible cohort
  • Contribution after incentives and operating costs
  • Complaints, unsubscribes and unresolved service contact

Baselines agreed before we build.

Questions teams ask.

Do we need to replace our current tools?

Usually not. We start with the systems you already use and build only what’s missing.

Typical connections: Your commerce platform, email and SMS tools, loyalty, subscriptions and support.

Who owns it once it’s running?

Your team does. You own the agreed deliverables under the engagement terms, with documentation and training for the people who run it. Ownership usually sits with your lifecycle lead or retention product lead.

Ongoing support is optional and agreed separately.

How do we get started?

If the problem and scope are already clear, we can scope this build directly. If you’re weighing it against other priorities, start with Discovery & Action Plan.

Its fee is credited in full if we build the recommended work.

How discovery works

Often paired with.

Part of Connected post-purchase experience

All use cases
More connected work

Turn first orders into second orders. Start with one customer cohort.

Discuss this use caseDiscuss repeat purchase15 minutes
Prefer to start with discovery?

We reply within one business day.