Good question.

Because I'm focused on the big picture of business?
Let's call it proper ecommerce growth.

By stepping back and looking at the big picture; product, experience, content, and belief. I help brands move beyond one-off transactions and build something customers want to return to, stay with, and belong to.

I'm not trying to sell you a site redesign, Meta playbook or professing to be a retention expert because I'm busy designing Klaviyo flows... I've built my own ecommerce business from scratch. I've learned the hard way too.

This is Retention, By Design
25 years senior-level expertise creating ecommerce growth frameworks, knowing how to target the right audiences, connect with customers in a more meaningful way and convert more existing shoppers into repeat buyers... on repeat.

Doing the work across 350+ brands teaches you a lot about why people buy and buy again (and why they don't).

I'm hired to help answer the big picture question 'we know customer retention is key to growth. Profitable growth... what needs to happen? who does what? how much do we invest? ... what exactly does this process look like?'

I'm not going to drown you in a playbook of retention marketing best-practices that sound great, but do very little for your business or your bank account. More importantly, I'm not going to outsource or give you a great sales pitch and then hand over the 'work' to a marketing junior. I'm going to lead the process.

Designing Next Stage Growth:
Building on the Foundation of Retention

Do fundamental changes need to be made to grow your ecommerce business?

It's my job to figure out what those changes are and to lead the change-making process. Most founders I work with know the challenge they face... they just don’t know exactly what needs fixing, what needs adding and what needs removing from the plans.

My job is to uncover what’s broken, what’s missing, and what’s being overlooked, and then to guide the changes that get you on the road to next stage growth.

I help brands fix retention challenges at the root level

Not with discount codes.
Not with gimmicks.
Not with abandoned cart tricks.

My work focuses on the fundamentals that drive long-term, profitable growth. We're not looking to new channels, we're looking to work better. To build better.

• Emotional connection
• Expectation setting
• Onboarding and first-use experience
• Messaging and communication
• Subscription psychology
• Customer journey clarity
• Habit loops and identity
• Experience design
• Churn analysis
• Product-market alignment

Retention is not a channel.
Retention is a business philosophy.

This is what I've been doing for over 25 years, building and growing ecommerce brands. The past 15 years running my consultancy (and before that when I ran my own ecommerce business) helping brands focus on the work that helps scale sales profitably and sustainably across all channels. Helping fix and plan for growth renovation;

• Stalled growth despite lots of activity (Plenty of work happening… but nothing compounding)
• Over-reliance on paid acquisition (Rising CAC, shrinking margins, concerned founders)
• Weak retention & low customer lifetime value (Customers buy once, don’t come back, no real relationship)
• A business that’s outgrown its original growth model (What worked at £1m doesn’t work at £5m+)
• Fragmented marketing and tech stack (Too many tools, no unified system, no clear source of truth)
• Teams pulling in different directions (Everyone busy, no single growth narrative, unclear priorities)

With limited time or resource are their smarter ways to grow than pushing more money into ads? Let's find out.