Acquiring a customer is just the beginning. The difference between a good and great DTC brand is how many customers come back for a second, third and fourth purchase. We find and fix the specific gaps in your retention system that are causing customers to leave.
Varies by category and product consumption rate. Consumable DTC brands (supplements, beauty, food) should target 40–60%+ 90-day repeat rates. Higher-consideration products (fashion, home) typically see 20–35%.
Poor post-purchase experience is the most common cause — customers feel abandoned after the sale. Weak onboarding flows, poor packaging, slow shipping communication and no community or loyalty reason to return.
Email flow improvements can show measurable retention improvements within 30–60 days. Loyalty programme and product experience changes take 3–6 months to show in cohort data.
Retention rate is one of the primary inputs in DTC brand valuation. Brands with 40%+ repeat purchase rates command significantly higher revenue multiples than brands with 20%.
Shopify order data (minimum 12 months), Klaviyo access, current flow list and any existing customer research or NPS data.
Book a free retention audit and see your repeat purchase rate benchmarked against DTC industry standards.