Our repeat customer rate is embarrassing

Problem

When your repeat customer rate is embarrassing, you lose the ability to make confident tradeoffs. Without trusted instrumentation, you cannot separate a real signal from noise, so the safest choice becomes doing nothing or doing more of the same. As the business scales, the gaps compound: new events get added ad hoc, dashboards diverge, and accountability disappears because no one trusts the source. Teams start debating numbers instead of customers, and every meeting becomes a negotiation over definitions, filters, and time windows. Until this is fixed, every improvement will feel slower than it should.

Insight

Poor repeat rates rarely mean customers didn't like the product-they just didn't find a reason to return. Most companies mistake post-purchase communication for retention. They send offers instead of context, discounts instead of relevance. True repeat behavior isn't built on reminders, it's built on reinforcement -showing users that buying again makes sense for them, not for you. The deeper issue is structural. Acquisition and retention often run on separate engines. The growth team chases volume, the CRM team chases open rates, and no one owns the end-to-end customer journey. When systems aren't aligned around lifetime value, retention becomes an afterthought. By the time you notice, you're paying full price to reacquire your own customers.

How Velocity Approaches It

We treat retention as a growth channel, not a side project. Velocity starts by identifying where and why customers drop off, then rebuilds communication, incentives, and product cues around behavioral logic instead of discounts. We align acquisition, CRM, and product data to understand the real lifetime value patterns-who comes back, when, and why. From there, we design retention engines that deepen engagement after the first purchase, using triggers that reinforce value and timing that feels human. The goal isn't to increase repeat rates artificially-it's to make loyalty the natural outcome of a well-built system. If you're done buying the same customers twice, we'll help you build the kind of growth that keeps them coming back on their own.