Direct-to-Consumer
19% Increase in Repeat Purchases Through Post-Purchase Optimization
How a DTC brand improved retention by focusing on the post-purchase experience.
Industry
Direct-to-Consumer
Service areas
Post-Purchase Flows, Retention Strategy
Timeframe
60 Days
The Challenge
After the initial purchase, customers went quiet. There was no structured post-purchase journey to educate, reassure, or encourage a second order.
Problems included:
No post-purchase communication beyond receipts
Missed cross-sell opportunities
Low repeat purchase rate
Goals We Set Together
Increase repeat purchases
Improve customer experience after checkout
Educate customers on product usage
Build long-term brand loyalty
Our Approach
We designed a post-purchase lifecycle that extended beyond the transaction.
Post-Purchase Journey Mapping
Defined key moments after checkout.
Education & Value Delivery
Created content focused on usage, benefits, and outcomes.
Smart Cross-Sell Logic
Introduced relevant product recommendations based on purchase behavior.
Retention Timing Optimization
Triggered follow-ups based on real usage windows.
The Results
Retention improved without increasing email volume.
+19% increase in repeat purchase rate
Higher customer satisfaction and engagement
Improved long-term customer value
What We Built
Welcome Flow
Post-Purchase Education Flow
Cross-Sell / Upsell Flow
Review Request Flow
Replenishment Logic
“Email used to be unpredictable for us — some weeks good, some weeks dead. Now we have reliable revenue coming in every single day. The flows they built paid for themselves almost immediately.”
Samuel K.
Creative Minds Agency
Case studies
