1. What’s your name and title and what do you do day-to-day in 20 words or fewer?

I am Harry Willis, Director of Partnerships and Business Development at Relo. My role is to deliver as much value as possible to our best-in-class partners and work closely with our merchant network to empower their businesses to thrive by increasing their repeat revenue.

2. At Relo you help leading brands to target customers and drive repeat revenue. Can you give us a success story for a D2C brand you’ve worked with? Eg what was the problem? What did you do? What were the results?

BUBS naturals is a health and wellness brand designed to help athletes, performers and everyone in between perform at their best. 7 out of 10 customers buy from a brand once and never again, and this was the case for BUBS who found they were losing 70% of customers after their first purchase.

We knew that BUBS Naturals wanted to turn more one-time customers into repeat customers and grow their recurring revenue so we recommended implementing our Repeat Buy functionality into their Klaviyo replenishment flow. Here’s how it works.

  • Relo analyses historic Shopify data to predict exactly when customers will reorder and syncs with Klaviyo.
  • They sync that data into their existing SMS and email flows for personalized comms through dynamic triggers
  • Relo’s Magic Cart feature converts more customers with 1-click checkout.

The result – 40% increase in repeat revenue, directly attributed within Klaviyo (20X ROI).

3. You specialise in repeat purchase journeys – what piece of advice would you give to DTC brands who want to get one-time customers to order again?

Incremental increases in repeat revenue from replenishment and subscription growth are some of the biggest levers DTC brands can pull to increase overall revenue because results compound month on month.

Most brands take a one-size-fits-all approach to sending replenishment reminders, for example. sending reminders after 30 days regardless of product size or customer preferences. Leveraging your Shopify order history to tailor the timing of comms can have a significant impact on conversion of repeat purchases.

4. What do you think the biggest challenges facing eCommerce/D2C businesses will be over the next 12-18 months?

CAC will remain high which means brands need to put in place the perfect retention stack to balance it out against their LTV.

offer the smoothest, most relevant, customer experience in order to unlock exponential growth through repeat revenue.

6. Name three D2C brands that are killing it and whom you recommend others to emulate/learn from.

Soylent– intelligent cross-sells case study here

Surreal – subscription growth case study here

Puresport CBD – replenishment case study here