# Retention and repeat: Keep the customers you've already paid to win.

A renewal noticed too late, a client who meant to rebook, a buyer who never got a reason to order again. We build the renewals, reminders and lifecycle flows that bring people back, and the reporting that shows which ones work.

Works with: Klaviyo, WhatsApp, HubSpot, Shopify, Zoho, Google Calendar.

## The loop that brings people back

1. **Customer served**
2. **Right moment**: Renewal, interval, reorder
3. **Right message**: By segment and channel
4. **Back again**: Booked, renewed, reordered
5. **Measured**: By cohort

## What it looks like in your industry

### [Insurance](https://legendarygrowthsolutions.com/industries/insurance): Renewals from X-dates, not carrier notices

Renewals pulled 90 days out, remarketing triggered on big increases, review calls booked and monoline households offered a second line.

X-date minus 90 -> Rate checked -> Remarket or review -> Renewed and rounded out

### [Beauty and wellness](https://legendarygrowthsolutions.com/industries/beauty-wellness): Rebooked at the right interval

Clients prompted to rebook by treatment interval, waitlists filling cancellations and packages used before they expire.

Treatment done -> Interval reached -> WhatsApp nudge -> Rebooked

### [D2C and ecommerce](https://legendarygrowthsolutions.com/industries/d2c): The second order, on purpose

Post-purchase, replenishment and winback flows in Klaviyo and WhatsApp, with subscriptions where the product suits it.

First order -> Post-purchase flow -> Replenishment reminder -> Second order

### [Cannabis retail](https://legendarygrowthsolutions.com/industries/cannabis): Regulars who visit more often

Loyalty segments by what people buy, drops announced to the people who want them and opt-ins respected.

Visit logged -> Segment updated -> Drop announced -> Return visit

### [FinTech and wealth](https://legendarygrowthsolutions.com/industries/fintech): Reviews that happen on schedule

Quarterly reviews prepared and booked, life events spotted early and referrals asked for at the right time.

Review due -> Pack prepared -> Meeting held -> Referral asked

### [Legal](https://legendarygrowthsolutions.com/industries/legal): Past clients who refer

Closing letters with a review request, twice-yearly check-ins and referral sources thanked and tracked.

Matter closed -> Review request -> Check-in -> Referral tracked

## What goes into it

### Lifecycle automation

Renewals, reminders, rebooking and reorder flows built on your data.

### Email, SMS and WhatsApp

Messages people want to get, segmented by what they bought and when.

### Outreach team

People who call the customers worth a call, such as big renewals and lapsed VIPs.

### Cohort reporting

Retention by cohort, product and source, so you know what keeps customers.

## What we measure

- **Retention rate.** Customers who renew, rebook or reorder, as a share of those who could have.
- **Time to second purchase.** How long until a new customer comes back, by cohort.
- **Revenue from existing customers.** Share of revenue from people who've bought before.

## Questions

### We already send a newsletter. Isn't that retention?

It helps, but most retention comes from messages timed to each customer: a renewal date, a treatment interval, a product running out. That's what we build.

### Do you need our customer data?

Access to it, in your systems. We build segments and flows on top of your CRM, booking software or store, and nothing leaves without agreement.

### How do you know it's working?

Cohort reports compare customers before and after each change, and holdout groups where volumes allow.

## Other outcomes

- [Lead generation](https://legendarygrowthsolutions.com/solutions/lead-generation)
- [Speed to lead](https://legendarygrowthsolutions.com/solutions/speed-to-lead)
- [Back-office automation](https://legendarygrowthsolutions.com/solutions/back-office-automation)
- [Customer support](https://legendarygrowthsolutions.com/solutions/customer-support)
- [Reporting and dashboards](https://legendarygrowthsolutions.com/solutions/reporting)

[Talk about retention](https://legendarygrowthsolutions.com/contact?interest=ai-automation) or email hello@legendarygrowthsolutions.com. Markdown twin of https://legendarygrowthsolutions.com/solutions/retention.