New customers are great  Keeping them is key

Led by the executive who managed Amazon Prime globally and led McKinsey's Customer Retention Practice, this six-week engagement identifies your highest-value customers, quantifies their economics, and surfaces the retention gaps behind your “leaky bucket” — so you know exactly where value is leaking, and exactly how to stop it before it walks out the door.

Start with a 30 minute discussion

6 WEEK ENGAGEMENT

From baseline to retention roadmap

  • Customer Retention Baseline

    A review of your customer data maturity, loyalty program health, and current segmentation approach.

  • Value-Based Segmentation

    A customer value-based segmentation, with analysis of current churn dynamics and lost value.

  • Roadmap

    A customized roadmap, scoped for your business, to improve churn and retain more value from top customers.

WHAT'S INCLUDED

Four levers to strengthen customer lifetime value

Customer Segmentation & Value Scoring

Identify your most profitable cohorts.

Cross-Functional Operating Model

Connecting marketing, merchandising, and finance.

Churn Prediction

Early warning signals with actionable retention playbooks.

Customer Retention Roadmap

Practical programs to reduce customer churn.

▼22%

Customer Churn

CLIENT SUCCESS · SPECIALTY RETAIL

Reduced churn by 22% and increased lifetime value for a Top 15 US specialty retailer.

THE PRACTITIONERS

You work with us, not a bench of analysts

Josh Goff

Founding Principal

Josh Goff led Amazon Prime globally, responsible for membership strategy, acquisition and retention while also leading Prime product management. Previously, Josh was a leader in McKinsey & Company's Customer Retention Practice, serving clients across industries and geographies, helping them design and build their customer loyalty programs.

McKinsey & Co

Amazon Prime

Customer Retention

Les Kruger

Founding Principal

Les Kruger ran Amazon's worldwide digital marketing organization, responsible for global marketing programs generating tens of billions in annual revenue and managing billions in marketing investment. In this role, Les was responsible for marketing strategy, technology, analytics, campaign management and marketing operations.

Amazon

Digital Marketing

Customer Acquisition

Ready to get started?

Start with a free 30-minute scoping call — no obligation.

Start with a 30 minute discussion
Start with a 30 minute discussion