Shopify Retention & Loyalty Agency

Turn first-time buyers into repeat customers.

SAccreditedShopify Plus Partner

We design and run retention programs for Shopify brands: loyalty tiers, points, referrals, subscriptions and winback, built into your store and connected to your lifecycle messaging so every reward has a reason to be redeemed.

Plus, actually used.

HERO VISUAL — swap for a wide store screenshot or looping video

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Why retention

Acquisition buys a customer once. Retention is what makes them worth the price.

Paid acquisition costs more every quarter, and every brand competing for the same customer is bidding against you. The customers already in your database cost nothing to reach and convert at several times the rate of cold traffic.

We build the programs that bring them back on a schedule: a loyalty scheme with rewards worth earning, subscriptions that survive the second billing cycle, and winback sequences that catch people before they are gone for good.

Cohort Retention customers still active

With retention program No program

Cohort performance

Keep More Of Every Cohort You Pay To Acquire

Most Shopify stores lose two thirds of a cohort within ninety days. The customers are not unhappy, they simply have no reason to come back at the moment they would have bought again.

A retention program gives them that reason: points close to a reward, a tier they are about to reach, a refill due this week or a referral worth sharing. We build the mechanics and the messaging that carries them.

34%

More Active At Month 6

2.4 x

Repeat Purchase Rate

400+

Shopify Brands Served

Loyalty tiers

A Tier Structure Customers Actually Climb

Tiers only work when the next one is visibly close and the reward is worth the effort. We model the thresholds against your real order data, so the structure lifts spend instead of discounting customers who would have bought anyway.

BronzeEntry Tier

1 Order

SilverFree shipping unlocked

$250 Spend

GoldEarly access and 2x points

$600 Spend

VIPConcierge, gifting, birthday reward

$1500 Spend

Gold Member Since 2024

1,240points

Worth $24 off your next order

360 points to VIP72%

2x points on every order Free express shipping Early access to launches Birthday reward

Points & rewards

Rewards People Redeem, Not Rewards They Forget

An unredeemed point is a liability that does nothing for you. We design earn rates and reward values that customers can reach inside their natural purchase cycle, then message them at the moment the balance becomes worth spending.

Points are earned for more than orders: reviews, referrals, birthdays, account creation and subscription renewals all feed the balance, which gives you a reason to make contact without a discount.

Customer lifetime value

The Second Order Is Where Profit Begins

The first order usually pays for the advertising that won it. Everything after that is where margin actually lives, which is why a small lift in repeat rate moves the whole business more than another point of conversion.

We model your real cohort data first, so you know what a customer is worth today, what the program should target, and how long payback takes before anything is built.

6 x

Value By Fifth Order

90 days

Typical Payback

Cumulative Customer Value average across 12 months

Before the program pays back Profit territory

Subscriber Health rolling 30 days

Active 65% Paused 10% At risk 8% Cancelled 13%

Subscriptions & replenishment

Keep Subscribers Past The Second Billing Cycle

Most subscription churn is not a decision, it is a failed card, a delivery arriving too early, or a customer who wanted to pause and could only find a cancel button.

We fix the mechanics first: dunning recovery, flexible skip and pause, editable frequency and delivery reminders. Then we layer the messaging that carries subscribers through the moments they are most likely to leave.

Winback & reactivation

Recover Customers Before They Are Gone

A lapsed customer is still worth far more than a stranger. They know the product, they have an account, and the only thing missing is a reason to return at the right moment.

We define lapse windows per category, build the reactivation sequence around what they bought rather than a blanket discount, and sunset the contacts who never respond so your deliverability stays intact.

Winback Funnel lapsed 120 days

Recovered revenue $21,400

What we build

Retention Programs We Design And Run

Each program is built into your store, connected to your email and SMS platform, and reported against revenue rather than sign-ups.

Points & Tiers

Earn rates, tier thresholds and reward values modelled on your order data, then built and launched with the messaging around them.

Refer A Friend

Two-sided rewards, share mechanics that work on mobile, and fraud rules that stop the program paying for itself twice.

Subscribe & Save

Offer design, portal experience, skip and pause logic, and dunning recovery for the payments that quietly fail every month.

Reorder Reminders

Product-level consumption windows so the reminder arrives when the customer is actually running out, not on a fixed schedule.

Reactivation

Lapse windows per category, escalating offers and a clean sunset policy that protects your sender reputation.

Top Customer Care

Concierge treatment for the small group producing most of your profit, including early access, gifting and personal outreach.

Platforms

The Apps We Build And Manage In

We work inside your existing stack wherever possible and recommend a change only when the current app is genuinely capping revenue.

LoyaltyLion

Tiers, points and referral programs for growing Shopify brands.

Smile.io

Lightweight loyalty and referrals with fast setup.

Yotpo

Reviews, loyalty and SMS joined to one customer record.

Recharge

Subscription billing, portals, dunning and churn tooling.

Klaviyo

Lifecycle messaging fed by loyalty and subscription events.

Stamped

Reviews and loyalty for catalogue-heavy stores.

Rise.ai

Store credit, gift cards and rewards as balance.

Gorgias

Support context joined to VIP status and save offers.

Metrics we move

The Numbers A Retention Program Is Judged On

Median change across retention accounts in their first 180 days with us. Category and purchase cycle set the realistic range, and we give you that range before you sign anything.

Repeat purchase rateCustomers placing a second order

+38%

Customer lifetime value12-month value per acquired customer

+27%

Subscription churnMonthly cancellations after dunning fixes

-21%

Reward redemption ratePoints actually spent rather than expiring

+33%

Winback conversionLapsed customers placing a new order

+12%

How we work?

How We Build Your Retention Program

Six steps from cohort analysis to a running program. The economics are modelled before anything is built, so the reward structure is affordable from day one.

STEP 01

Cohort & margin analysis

We measure repeat rate, order gaps and lifetime value by cohort, then set what the program can afford to give away per customer.

Week 1

STEP 02

Program design

Earn rates, tier thresholds, reward values and referral mechanics are modelled against your data and signed off before build.

Week 1–2

STEP 03

Build & integration

The loyalty, subscription and referral apps are configured, styled to your theme and connected to your email and SMS platform.

Week 2–7

STEP 04

Launch messaging

Enrolment campaigns, onsite prompts and lifecycle flows go live together, so customers discover the program instead of stumbling on it.

Week 6–7

STEP 05

Optimise redemption

We track earn and burn, adjust reward pressure and add triggers at the moments a balance becomes worth spending.

Week 7–8

STEP 06

Expand the program

Subscriptions, VIP care and referral layers are added once the core loop is proven, all reported against revenue and liability.

Week 6–7

Engagement Options

Pick the build that fits

Every project is scoped individually, these are starting points, not fixed packages.

$0

no card needed

A cohort analysis of your store with a ranked view of where repeat revenue is leaking today.

most common

$4,800

one time

A complete loyalty program modelled, built, styled and launched with the messaging around it.

$3,200

per month starting

We run loyalty, subscriptions, winback and referrals together as one program, month after month

Proof

Real builds. Verified numbers.

400+Shopify stores built & scaled

$120m+GMV powered by our builds

8wksAvg. time to launch on Plus

92%Retainer renewal rate

Case study

Gene Juarez

The Zenoti booking integration most agencies declined — retail and salon booking unified on Shopify Plus.

Case study

GetKif

Figma to fully custom Shopify theme: pixel-perfect, fast, and editable end-to-end from the Theme Customizer.

FAQs

frequently asked questions

Still curious? Ask us directly — we reply within 12 hours, and it’s an engineer who answers.

Will a loyalty program just discount customers who would buy anyway?

It will if the rewards are modelled badly. We set earn rates against your margins and target the behaviour you want to change, which is usually the gap between first and second order rather than the spend of customers already loyal.

How much does a retention program cost?

The loyalty launch is $4,800 as a one-time build and managed retainers start at $3,200 per month, scaled to order volume and scope. App subscription fees are paid directly by you, and the audit that precedes everything is free.

Which loyalty app should we use?

That depends on order volume, tier complexity and what your email platform needs to see. We recommend after the audit rather than before, and we work in LoyaltyLion, Smile.io, Yotpo, Stamped and Rise.ai.

Do you handle subscriptions as well as loyalty?

Yes. Subscription churn, dunning recovery and portal experience are part of the same program, because a subscriber who cancels over a failed card is a retention problem rather than a billing one.

What happens to our points liability?

We report outstanding points as a running liability alongside redemption rate, and set expiry rules that stay fair to customers while keeping the balance sheet honest.

Can you migrate an existing program?

Yes, with points balances, tier status and member history carried across. Migration is quoted separately and always includes a communication plan so members are not surprised by the change.

Are we locked into a long contract?

No. Retainers run on rolling 30-day terms after the first month, and everything is built in your own accounts under your billing, so the program keeps running if you stop working with us.

Got a project in mind?

Request a project proposal.

Tell us about your store and goals. A senior engineer — not a sales rep — replies within 12 hours with a written plan and a fixed number.

12h

Reply Time

Fixed

Scope & Price

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Account Managers

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the zenoti build most agencies declined