Retention marketing audit

Acquiring a new customer costs five times more than retaining an existing one. Most eCommerce brands have email flows, SMS programmes, and loyalty mechanics in place but have never audited whether they are working. Shero's retention marketing audit identifies the gaps and delivers a prioritized plan to fix them.

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Logo STX
Archer Roose Logo
Sarris Candies Logo
Shopify Premier Partner

16+

Years in business

500+

Projects Delivered

50+

Team Members

98%

Client Retention

5x

more expensive to acquire than retain

Retaining an existing customer costs a fraction of acquiring a new one. Most brands underinvest in retention relative to acquisition.

40%

more sales from abandoned cart

A correctly configured abandoned cart flow recovers up to 40% more revenue from visitors who leave without purchasing.

16+

years in eCommerce email and retention

Email, SMS, and retention marketing strategy for Shopify, Magento, and BigCommerce brands since 2009

98%

client retention post-launch

Most Shero clients continue working with the team after launch on support, development, and marketing programs

"Working with Shero Commerce for the past three years has been a game-changer for our B2B ecommerce business. Their expertise in email marketing, website support, and ecommerce strategy has significantly improved our online presence and optimized our B2B operations."

Joe Prebich, Vice President of Marketing, Benchmade

What a retention marketing audit covers

Shero's retention audit reviews your email and SMS flows, list segmentation, send cadence, loyalty programme mechanics, win-back strategy, and revenue attribution across retention channels. The output is a gap analysis and prioritized action plan covering quick wins and structural changes, with monthly deliverables mapped to revenue targets.

  • Email flow audit (welcome, cart, post-purchase)
  • SMS program review
  • List segmentation and health
  • Loyalty program mechanics
  • Win-back and lapsed customer strategy
  • Revenue attribution by channel

Why eCommerce brands work with Shero on retention

Retention programmes that were set up and never reviewed accumulate structural problems: decaying lists, mis-sequenced flows, and underperforming segments that suppress revenue month after month.

01

Audit first, then fix — not the other way around

Shero starts every retention engagement with an audit of what is already in place. Adding new flows on top of a broken foundation does not fix the problem. Alto Music's loyalty programme was audited before the migration and rebuilt correctly on Shopify.

02

Klaviyo configured for your actual customer segments

Klaviyo's default segments and flow triggers are starting points, not finished strategies. Shero configures audience segments around your buyers' actual purchase behavior: category affinity, order frequency, average order value, and channel preference.

03

Abandoned cart recovery that goes beyond the default flow

A three-email abandoned cart sequence with the same message at each send recovers a fraction of what a correctly tiered sequence achieves. Shero reviews timing, offer structure, and copy at each step, benchmarking recovery against the 40% improvement a correctly built series delivers.

04

Win-back strategy for lapsed customers who are worth recovering

Not all lapsed customers are worth a win-back campaign. Shero segments the lapsed list by historical value and purchase recency before designing the win-back sequence, so the recovery spend targets the accounts most likely to return and least likely to damage deliverability.

05

SMS as a retention channel, not just a broadcast tool

SMS programmes that send the same message to the full list degrade deliverability over time. Shero audits opt-in copy, send frequency, segmentation, and conversion rates, then recommends changes that improve revenue per message without increasing opt-out rates.

06

Revenue attribution that shows retention's actual contribution

Most brands underestimate retention revenue because their attribution model attributes repeat purchases to the last paid channel click. Shero configures attribution so email and SMS revenue is correctly credited, giving leadership an accurate view of retention ROI versus acquisition spend.

Our Work

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Well-known American knife manufacturer

Benchmade

For more than three decades, Benchmade has been known for producing high-quality knives for everyday carry, hunting, rescue, and outdoor use. Launched on Magento Commerce Cloud in 2018, the brand partnered with Shero to tap into the surge in outdoor consumer demand and scale their online presence.

Benchmade
Musical instruments and audio equipment

Alto Music

A long-standing musical instrument retailer with a loyal customer base, Alto Music partnered with Shero to migrate from Magento 2 to Shopify, preserving their beloved Altobucks loyalty program and delivering a more manageable, cost-effective platform without sacrificing any of the features their customers loved.

Alto Music
Sports equipment for lacrosse and field hockey

STX

STX Sporting Goods is a leading global manufacturer of innovative sports equipment and apparel, catering to athletes and enthusiasts in lacrosse, field hockey, and other team sports. Renowned for its cutting-edge technology and premium products, STX sought to revamp its digital presence to align with its reputation for excellence.

STX
Drums and percussion instruments

Memphis Drum Shop

Memphis Drum Shop is a premier destination for drummers, offering a vast selection of drums, cymbals, and percussion instruments. Looking to reduce costs and modernize their platform, the brand partnered with Shero to migrate from Magento to Shopify with seamless ERP integration and custom browsing features.

Memphis Drum Shop

Most retention audits are delivered within two weeks. A quick wins implementation plan is included in the audit deliverable.

Request a retention audit

How Shero runs a retention marketing audit

01

Onboarding: Access and Baseline

We collect access to Klaviyo or your email platform, SMS tool, loyalty programme, and analytics. We measure current email and SMS revenue attribution as the baseline the audit will improve against.

02

Foundation: Full Programme Audit

We audit every active flow, campaign cadence, list segment, SMS programme, loyalty mechanics, and attribution model. We identify gaps, structural problems, and underperforming segments.

03

Optimization: Prioritized Fix Plan

Findings are ranked by estimated revenue impact. Quick wins, such as mis-sequenced flows and broken triggers, are separated from structural changes that require a longer build cycle.

04

Scale: Implementation

Shero implements the prioritized fixes: rebuilding flows, correcting segmentation, configuring loyalty triggers, and updating attribution. Each fix is measured against the pre-audit baseline.

05

Reporting: Monthly Revenue Review

Monthly reports show email and SMS revenue, flow performance, list health metrics, and what was worked on in the period. Reports are written in business language, not platform dashboards.

06

Ongoing: Programme Management

Retention programmes require ongoing management: new flow builds, seasonal campaigns, list pruning, and strategy updates. Shero manages the programme on a monthly retainer so performance compounds over time.

Frequently asked questions.

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What our clients say.

We design experiences that make a difference. See what our clients have to say about working with us.

Alto Music

"As a long-time client, we at Alto Music have always appreciated their technical expertise, but their recent migration of our site from Magento 2 to Shopify was exceptional. Shero preserved the essence of our beloved loyalty and rewards program, seamlessly integrating it into Shopify’s more efficient framework. The transition not only retained our unique features but also significantly simplified site management and reduced costs. We’re thrilled with the results and highly recommend Shero for any e-commerce needs."

Bobby Montemurro

VP Sales & Marketing / Alto Music

Painful Pleasures

"Our journey from Magento to Shopify was riddled with complexities and challenges. With a vast catalog and intricate B2B logic, we needed expertise that could navigate through these intricacies. Shero Commerce was our beacon. They not only provided innovative solutions but also utilized their vast Magento knowledge to bridge gaps in Shopify’s native features. Now, our platform is seamless, our costs are reduced, and the headaches are a thing of the past. A heartfelt thank you to the Shero team!"

Patrick Rice

CEO / Painful Pleasures

Strike 2

"We partnered with Shero for the SWAG site development. The dev was highly nuanced, specialized and complex. The Shero team went above and beyond. They were collaborative, organized and professional, consistently setting expectations clearly and usually exceeding them."

Matt Kaminsky

Co-founder & Managing Director / Strike 2

Benchmade Knife Co.

"I wanted to take a moment to thank you all for a very successful launch! I know there was a lot of great work put in by everyone to make this happen. Our accounting and sales teams are thrilled to have this functionality working, and that means our customers are also taking full advantage of these enhancements.
We appreciate the partnership in the development and testing, and are looking forward to more enhancements in the future."

Bren Rafaelly

Head of Digital Transformation / Benchmade Knife Co.

And you?

Let's build something great together.

Ready to scale your ecommerce business? Tell us about your project and we'll get back to you within 24 hours.

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[email protected]
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