Your Base
Nobody churns loudly.
You spent thousands winning that customer. What have you spent keeping them?
We find the moments. You cover the gifts.
Every program is run and personally reviewed with Robert Richman, who co-created Zappos Insights, wrote The Culture Blueprint, and keynotes worldwide on turning customers into lifelong fans.
One campaign to prove it. Strategy, procurement, and execution are covered by a single one-time fee.
How the number works.
Start with what a saved customer is actually worth: their monthly revenue times your gross margin, over a defined window rather than a whole imagined lifetime. Multiply by the share of at-risk customers a gift realistically keeps. That's the most you could spend and break even. Divide by the return you want, and you have a budget per gift.
What if I don't know my save rate?
Be conservative. Ten to twenty percent is a defensible starting range for at-risk accounts. The honest way to pin it down is a holdout test: gift one group of at-risk customers, leave a comparable group ungifted, and measure the difference.
Does this use revenue or profit?
Gross profit, always. Using revenue would overstate the return by whatever your margin isn't.
Why is keeping cheaper than replacing?
Losing a customer costs their remaining value plus the acquisition cost of a replacement. Keeping them costs the gift.
The close
Turn a renewal into a relationship.
We find the moments in your customer year where a physical WOW changes the temperature, design the gesture for each one, and hand you the sequence. You cover the gifts. We design the moments.
Design my renewal moments
Tell me a little and I'll come back with the moments in your customer year worth designing around.