Find out where customers are disappearing after first purchase
A diagnostic of your post-purchase flows, retention triggers, and the specific points where acquired customers stop coming back.
What this audit covers
We map the customer journey from first purchase onward. Where are follow-ups happening? Where are they missing? What is the gap between acquisition cost and lifetime value?
Who this is for
Brands with repeat purchase rates below 30% or rising acquisition costs without matching lifetime value growth.
Timeline: 1 week
How this audit works
Inputs
You provide data
Analysis
We diagnose
Scorecard
Clear ratings
Diagnosis
Root causes
Action Plan
Prioritised fixes
Inputs
You provide data
Analysis
We diagnose
Scorecard
Clear ratings
Diagnosis
Root causes
Action Plan
Prioritised fixes
What this audit assesses
Post-purchase email and SMS flow coverage
Replenishment timing accuracy by product type
Customer segmentation and lifecycle stage management
Win-back programme structure and trigger logic
CAC to LTV ratio and repeat purchase cohort performance
What we need from you
- Email/SMS platform access or flow exports
- Customer purchase data (repeat rates, cohort data)
- Product catalogue with replenishment characteristics
- Acquisition cost data by channel
What you receive
- Post-purchase flow audit with gap identification
- Retention rate analysis by cohort and product type
- Replenishment timing review
- Lifetime value gap assessment
- Prioritised lifecycle action plan
Expected outcomes
Clear retention diagnosis
See the exact points where customers are being lost after first purchase.
LTV improvement roadmap
Specific, prioritised actions to increase customer lifetime value.
What happens next
After the audit, you receive a full retention scorecard and flow architecture. Most brands then move into the Repeat Purchase Accelerator.
Want a quick signal first?
Free diagnostic
Retention Flow Mapper
Map your post-purchase journey and see where repeat revenue is slipping.
Map your retention flowsRelated solution
Repeat Purchase Accelerator
Acquisition costs rise every year. The brands that grow fastest are the ones that build systems to bring customers back without paying to find them again.
Related reading
Common questions
What repeat purchase rate should we be aiming for?
This varies by category, but most beauty brands should target 25-35% within 90 days. If you are below 20%, there is significant room for system-driven improvement.
Ready to get a clearer view?
Start with this audit, or book a discovery call to discuss which diagnostic fits best.