How to use till data plus email cadence to recover 40% of lapsed customers within 90 days
When I first started testing till (POS) data combined with targeted email cadences for recovering lapsed customers, I was skeptical. It sounded simple—maybe too simple. But within a few months I was surprised to see recoveries consistently hitting around 35–45% of lapsed shoppers within 90 days...
Featured
When to replace flat referral discounts with value-based credits: a rewrite that stops poaching best customers
I used to roll out the classic “£10 off for you and a friend” referral mechanic for all my...
A step-by-step test to prove open-banking–powered cashback lifts basket size for independent retailers
I recently ran a pragmatic, repeatable test to answer a question I hear a lot from independent...
Why your referral reward is costing you best customers and how to redesign it with value-based credits
I used to assume that any referral reward was better than no referral reward. After all, getting...
How to use simple cohort-driven clv forecasting to set reward ceilings for seasonal promotions
Seasonal promotions are a huge opportunity — and a huge risk. Too generous, and you eat margin...
A step-by-step playbook to turn abandoned carts into loyalty members using microrewards
Abandoned carts aren’t just lost orders — they’re signals. Every time someone leaves a basket...
How to run a 30-day retention lift test using till data and one email sequence
I run a lot of experiments for small retailers and hospitality brands, and one of the simplest...
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Loyalty Programs
Why your referral reward is costing you best customers and how to redesign it with value-based credits
I used to assume that any referral reward was better than no referral reward. After all, getting new customers through word-of-mouth is one of the most cost-effective acquisition channels. But after auditing several small and mid-sized loyalty programmes over the last few years, I keep seeing the...
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Data & Analytics
How to use simple cohort-driven clv forecasting to set reward ceilings for seasonal promotions
Seasonal promotions are a huge opportunity — and a huge risk. Too generous, and you eat margin without improving long-term value. Too stingy, and you miss sales and the chance to deepen customer relationships. Over the years I’ve found one pragmatic way to navigate that trade-off: a simple...
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Loyalty Programs
A step-by-step playbook to turn abandoned carts into loyalty members using microrewards
Abandoned carts aren’t just lost orders — they’re signals. Every time someone leaves a basket behind, they’re telling you there's interest, friction, or uncertainty. Over the last decade I’ve helped SMEs turn that signal into a growth loop by offering small, timely incentives that nudge...
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Customer Retention
How to run a 30-day retention lift test using till data and one email sequence
I run a lot of experiments for small retailers and hospitality brands, and one of the simplest high-value tests I keep coming back to is a 30-day retention lift test using till (POS) data and a single targeted email sequence. It’s low-cost, fast to implement, and — when designed correctly —...
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Loyalty Programs
How to design a local partner rewards exchange that grows basket size by 12% without increasing marketing spend
I ran a pilot this spring with a neighbourhood café and an independent bookshop to test a local partner rewards exchange. The goal was simple: increase average basket size for both businesses without raising marketing spend. Six weeks later we had a consistent +12% basket growth across...
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Loyalty Programs
When to replace points with prepaid credits: a decision test for subscription and one‑time purchase businesses
I’ve run and advised enough loyalty programmes to see the same debate pop up over and over: should you reward customers with points that convert into discounts, or give them prepaid credits (store credit, cash-like balances) they can spend directly? The right choice isn’t ideological—it’s...
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Loyalty Programs
How to calculate the exact welcome bonus for a £250 average order value so it pays back within three purchases
I often get asked a deceptively simple question: “How big should our welcome bonus be if our average order value (AOV) is £250 and we want it to pay back within three purchases?” The short answer is: there’s no single magic number — it depends on margins, redemption behaviour and how much...
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Customer Retention
Which microreward timing lifts second purchase fastest: day‑0 free gift, day‑7 reminder credit or triggered sms
I recently ran a small-but-rigorous test to answer a question I get asked all the time: which microreward timing nudges a first-time buyer into a fast second purchase — an immediate free gift on day 0, a reminder credit on day 7, or a triggered SMS when the customer becomes eligible? The result...
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Loyalty Programs
Which third‑party loyalty app is actually worth the monthly fee for a £1m turnover shop
When a shop turning over around £1m asks me whether a third‑party loyalty app is worth the monthly fee, the right answer is rarely “yes” or “no” in the abstract. It depends on where you are in your customer lifecycle, what your tech stack looks like, and—crucially—what you expect the...
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Loyalty Programs
How to design a partner rewards exchange with local businesses that increases basket size by 12%
I ran a small pilot last year that linked our loyalty programme to a network of local cafés and boutiques. What started as a simple “earn points at partner” experiment turned into a repeatable partner rewards exchange that increased average basket size by 12% across participating stores. I...
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