The Customer Retention Agency for DTC & Subscription Brands
We build retention and lifecycle programs for ecommerce and subscription brands - the flows, segmentation, and subscription mechanics that cut churn and grow customer lifetime value. Acquisition gets you a customer once. Retention is where the margin is.
You’re Spending to Acquire Customers You’re About to Lose.
Most brands pour budget into the top of the funnel while the bottom leaks. When retention stalls, it’s almost always one of these.
You measure acquisition obsessively and retention barely at all.
You know your CAC to the cent, but not your repeat rate, your churn by cohort, or your real LTV - so you can’t see the leak, let alone fix it.
Your lifecycle program isn’t built for retention.
The core flows exist, but nobody’s converting one-time buyers into repeat customers, winning back the ones who lapse, or treating loyal customers differently from first-timers.
Subscribers are cancelling faster than you replace them.
No save flow when they cancel, no pre-renewal sequence, no win-back - whether you’re on Recharge, Loop, or Smartrr, churn is quietly eating your LTV.
Failed payments are churning customers you already won.
Cards decline, the retry logic barely fires, and recurring revenue you earned just disappears - invisible on the dashboard, and one of the biggest leaks we find.
Everyone gets the same message.
“Engaged vs. not engaged” isn’t segmentation. One-time buyers, loyal customers, and lapsed subscribers each need different treatment - and right now they all get one.
You’re optimizing the first purchase and ignoring the next ten.
All the effort goes into conversion, none into the repeat-purchase and replenishment moments where lifetime value is actually built.
Three Levers Decide Your Customer Lifetime Value.
Retention isn’t one tactic - it’s a system. We work the three levers that actually move LTV, and the numbers underneath each one.
Grow the Base
Convert one-time buyers into repeat and subscription customers, and reactivate the ones who lapsed - so your customer base compounds instead of churning flat.
Shrink the Loss
Cut voluntary churn with save flows and pre-renewal sequences, and recover involuntary churn from failed payments - so you stop losing customers you already paid to acquire.
Grow the Value
Lift repeat-purchase rate, AOV, and replenishment with lifecycle flows and segmentation built around how customers actually buy over time.
Your Free Audit Is a Complete Gameplan, Not a Sales Call.
Most agencies sign you, then disappear for eight weeks to “audit” before they tell you anything. We do the opposite. Before you pay a cent — before you even decide — you get a full teardown of your account and the exact plan to fix it, built from your real numbers. Here’s what lands in your inbox.
A Full Unit Economics Analysis
We pull your real numbers from Shopify and Klaviyo — margins, breakeven, retention order by order, and the most you can spend to acquire a customer without losing money. You see exactly where the business makes money and where it leaks.
Every Growth Lever, Mapped
The full set of levers that move LTV — converting one-time buyers to subscription, cutting voluntary and failed-payment churn, reactivating cancellers, lifting subscription AOV. You see which ones actually move the needle.
A Prioritized Lifecycle Scorecard
A flow-by-flow benchmark of your current program — what’s working, what’s broken, what’s missing — scored against brands like yours and ranked by revenue impact. A number, and a reason.
The Complete Gameplan
One prioritized roadmap — which flows to fix, kill, or build, which subscriber segments to split out, and which subscription levers to pull, in order, with targets and trajectory. Not a 40-page deck. A plan you can start tomorrow.
All built from your live Klaviyo, Shopify, and subscription data — never a template.
Subject to availabilityNamed Clients. Real Numbers.
The Founder Does the Diagnosis
George Kapernaros founded YOCTO to do one thing better than anyone else: turn DTC retention into a measurable system. He sits on the Klaviyo Partner Advisory Council, the Forbes Business Council, and the Fast Company Executive Board — and he personally runs the audit on every account before a single deliverable is complete.
The Videos Other Agencies Use to Train Their Staff
Customer Retention Questions, Answered.
Bring Us Your Hardest Retention Problem.
We take on a fraction of the brands that apply — the ones we know we can move the needle for.