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01 / Retention & LoyaltyOwner-managed

RetentionLoyaltyAgency

Retention & Loyalty means: We take care of your existing customers. With CRM, loyalty programs, and retention campaigns, we ensure customers return, supported by automated email sequences. Employee retention is covered on our HR page.

  • WhatCustomer analysis, loyalty concepts, retention campaigns, and automations.
  • For whomShops and service providers aiming to increase repeat purchases and customer value.
  • Why usClient work for FALKE, Rauch Juices, and Merklinger.
Request retention project View work

Trusted by

Problem & goal

Who
Social Media One: owner-managed advertising agency with in-house photo and video production.
For whom
Shops and service providers aiming to increase repeat purchases and customer value.
What
Customer analysis, loyalty concepts, retention campaigns, and automations.
Why us
Client work for FALKE, Rauch Juices, and Merklinger.
Next step
Brief initial meeting. Afterwards, you receive an assessment and concept before anything is produced or booked.

What we deliver specifically

Concept, implementation, and analysis from a single source, with dedicated contacts.

  • Repeat purchase
  • Lifecycle
  • Loyalty mechanism
  • Churn
  1. 01

    Customer analysis

    You see who returns, who leaves, and why.

    Your challenge
    New customer numbers are known, but existing customers remain unclear.
    Our approach
    We analyze repeat purchases, value, and churn.
    Result
    A picture of your existing customer base.
    • Cohorts
    • Repeat purchase
    • Churn
    To CRM
  2. 02

    Loyalty concept

    Loyalty pays off for both sides.

    Your challenge
    Discounts do not replace relationships.
    Our approach
    We develop programs that offer added value beyond discounts.
    Result
    A program that fits the brand.
    • Concept
    • Mechanics
    • Rules
  3. 03

    Retention campaigns

    Customers hear from you again after their purchase.

    Your challenge
    Nothing happens after the purchase.
    Our approach
    We plan campaigns for usage, repeat purchase, and reactivation.
    Result
    More repeat purchases.
    • Repeat purchase
    • Reactivation
    • Occasions
  4. 04

    Automations

    Key moments are automatically supported.

    Your challenge
    Emails are created manually.
    Our approach
    We build journeys for occasions and the customer lifecycle.
    Result
    Consistent support.
    • Journeys
    • Triggers
    • Tests
    To email marketing
  5. 05

    Service & Community

    Good experiences spread by word of mouth.

    Your challenge
    Satisfied customers remain silent.
    Our approach
    We connect service, reviews, and community.
    Result
    More referrals.
    • Reviews
    • Community
    • Recommendations
    To community management
  6. 06

    Evaluation

    You see the impact of loyalty.

    Your challenge
    Impact is difficult to isolate.
    Our approach
    We compare groups and analyze repeat purchases.
    Result
    Proven impact.
    • Comparison groups
    • Report
    • Recommendations

Found the right service?

Discuss retention project

How we work

Clear answers to the questions brands ask us most often.

Existing customers first

Returning customers are often more profitable than constantly acquiring new ones. We start with analysis.

More than discounts

Loyalty is created through value, service, and relationships. Discounts alone do not build loyalty.

At the right time

Occasion and timing are key. We plan touchpoints along the customer lifecycle.

Data protection

We monitor consents and deletion periods. This does not replace legal advice.

Approach and decision criteria

  1. 01

    Initial meeting

    We clarify which decisions your data should support and what is missing today.

    Result: Clear measurement framework.

    From you: Goals and existing tools.

  2. 02

    Assessment

    We review accounts, tags, data flows, and data protection for gaps and errors.

    Result: Documented current state.

    From you: Access to Analytics, Tag Manager, and ad accounts.

  3. 03

    Implementation

    We set up measurement, events, and analyses to be transparent and compliant with data protection.

    Result: Working measurement with test.

    From you: Coordination with development and data protection.

  4. 04

    Evaluation

    Reports and dashboards show what matters and derive concrete next steps.

    Result: Clear reporting.

    From you: Feedback on which figures you need.

Project references

Selected projects from our cases. Figures and timeframes can be found in the respective case story.

Featured case / FALKE FALKE x Haribo: Iconic collab Initial situationTwo legendary German brands, one impossible brief: make premium socks go viral. IdeaThe FALKE x Haribo collection became a 3-year creative partnership, built on contrast: premium meets playful, heritage meets pop culture. ImplementationZwei der ikonischsten deutschen Marken in einer Kollektion — 125 Jahre Handwerk trifft die beliebtesten Gummibärchen der Welt. 3+ Years of partnershipAusverkauft Product lines View case
Rauch Juices 5 brands, 13 countries Managing social media for 5 different sub-brands in 13 countries — each market with unique taste preferences, cultural nuances, and platform usage patterns. 5 Sub-brands managed13 Countries Merklinger Merklinger 7x ROAS for wood-fired oven brand Merklinger had a premium product with no digital presence. 800+ Leads in 2 months2,50€ Cost per lead

Planning a similar project?

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More work

tesa tesa 179+ ads, partnership extended 11+ Campaigns44+ Ad sets PURELEI +25% reach via TikTok +25% Reach+10% Engagement Burlington Burlington Gen Z repositioning +35% Younger target group150K+ TikTok views
All cases

Measuring success & limitations

Repeat purchase rate and customer value show results. We define in advance how we will measure them.

Limitations: For retention & loyalty, metrics are always an approximation. Data protection, consent, and technology set limits, and we state these openly.

Contact person

Stephan M. Czaja

Owner, Social Media One

From the start, you speak directly with the people implementing your project, not with a sales team. Briefly tell us what it's about, and we’ll get back to you with a concrete proposal.

Stephan on LinkedIn

Questions before commissioning

What is retention marketing?

Measures that retain existing customers and encourage repeat purchases.

What is included in loyalty?

Programs and measures that reward customer loyalty and foster relationships.

How does the collaboration work?

Consultation, analysis, concept, implementation, and evaluation.

What about employee retention?

For this, we refer to our page on Employer Branding.

Do we need a CRM?

It is helpful, but not essential at the beginning. We will review this in the initial consultation.

What affects the effort involved?

Number of clients, data quality, and scope of the programs. We will clarify this in the initial consultation.

Your retention-Start project.

Briefly tell us what you have in mind. You will receive an honest assessment and a concrete proposal.

Request retention project