EngagepoolCustomer Retention
Bring back the customers you're losing, and prove it.
A 90-day retention pilot for retail brands. We measure success as extra repeat revenue compared with a control group that gets nothing.
What we promise
One number: incremental repeat purchases and revenue from your lapsing and lost customers, compared with a holdout group.
We agree how it's measured before launch.
What we don't promise
- Engagement
- App downloads
- Survey scores
- Lower ad costs
Repeat revenue does pay back your acquisition spend faster. We don't control your ad budget, so we don't sell that as a separate outcome.
How it works
Four steps, one result.
| Step | What we do | What you get |
|---|---|---|
| Capture | Game-style sign-up at checkout or online, plus short surveys after key moments | Identifiable customers, including walk-ins who were anonymous |
| Measure | Define “lapsing” and “lost” for your category, score each customer's chance of returning, find what drives drop-off | A ranked list of at-risk customers and the top reasons they leave |
| Act | Win-back offers, personal messages, a token of apology where something went wrong, referral rewards | Interventions matched to each customer's reason, not a blanket discount |
| Prove | A random holdout gets nothing; we compare the two groups | An incremental revenue figure you can defend in a leadership review |
The 90-day pilot
Thirteen weeks from charter to readout.
Agree
One-page charter: target group, metric, holdout, readout date.
Set up
Data checked, definitions set, baseline measured, store capture live.
Diagnose
At-risk list, top drop-off reasons, a plan per segment.
Run
Interventions go to the treatment group. The holdout gets nothing. A progress note every two weeks.
Readout
Lift vs holdout with a confidence range, and a go/no-go.
Who it's for
Retail brands selling online, in stores or both.
- Customers typically buy again within about two months
- Enough identifiable customers to compare two groups fairly
- Purchase history with a phone number or customer ID can be exported
- A founder, CXO or CMO owns repeat revenue
Not a fit yet
- Very long repeat cycles, such as furniture or large appliances
- Very small customer bases
- No one who owns repeat revenue
We'll tell you on the first call.
What we need from you
About 2–3 hours a week from one owner, plus one data export.
| What | Detail | When |
|---|---|---|
| Transaction history | 12–24 months: customer ID or phone, date, store or channel, order value, items. A CSV export is fine | Week 1 |
| Contact permission | Which customers can be messaged, and on which channels | Week 1 |
| Offer budget | A cap for win-back offers, paid by you, separate from our fee | Week 0 |
| One owner | Someone who can approve messages and offers within 48 hours | Week 0 |
| Store briefing | 15 minutes with billing staff, if you have stores | Week 2 |
How we work together
A paid pilot, credited if you continue.
Half at signing, half at readout. After the pilot, choose a monthly retainer, or a lower retainer plus a share of the revenue lift measured against an ongoing holdout.
Questions
We already have a loyalty program.
Good, we work with it. The holdout shows how much of its spend brings back customers who weren't returning anyway.
Our agency already sends win-back campaigns.
We can target who they send to and measure the lift. If their campaigns already work, the holdout will show it.
Won't a holdout cost us revenue?
It's 10–20% of one target group for 90 days. Without it, you can't know whether the rest of your spend works.
Our data is messy.
Most is. Weeks 1–2 are for cleaning it. We need a customer ID or phone number on transactions.
Why pay for a pilot?
A paid pilot means both sides commit to the data, the owner and the readout. The fee is credited if you continue.
Check if your brand is a fit.
Share where you sell and roughly how many customers you can identify. We'll reply with whether a pilot can be measured.