Customer Retention Engine

Overview

Acquiring a new customer costs 5–7x more than retaining an existing one. A retention engine identifies customers who show declining engagement — reduced purchase frequency, decreasing order values, browsing without buying — and intervenes with personalized campaigns before they lapse. Klaviyo and AutomateWoo can build these workflows with no custom code using predictive analytics built into the platform.

Note: For reactivating already-lapsed customers, see @win-back-reactivation. This skill focuses on proactive churn prevention before customers lapse.

When to Use This Skill

• When repeat purchase rate is declining month-over-month
• When a significant percentage of customers only ever purchase once
• When you want to proactively contact customers before they go fully dormant
• When building a post-purchase nurture program beyond the first 30 days
• When needing to identify which customers are worth offering a discount vs. which will repurchase anyway

Core Instructions

Step 1: Choose the right tool for your platform