How we helped KittySpout create a retention machine that keeps on purring
KittySpout had the product, the proof, and the community. What they needed was a retention system that matched the ambition of a brand growing at this speed - one that converted first-time buyers into loyal subscribers, kept those subscribers from drifting away, and turned seasonal moments into campaigns their list actually looked forward to receiving.
A great product without a great retention system is just a great first purchase
KittySpout sells a product that practically sells itself - 600,000 cat parents, vet endorsements, a category-leading guarantee, and real results cats make obvious in days. But a brand growing this fast can outgrow its own email programme without realising it. Campaigns that were good enough at 10,000 customers stop being good enough at half a million.
We rebuilt everything - from the first order confirmation to the moment a subscriber's finger hovered over "cancel."
Campaigns that made the most of every moment on the calendar.
KittySpout's audience is passionate, community-driven, and emotionally connected to their cats in a way most DTC brands would envy. That's an enormous creative asset - and it was being underused.
Generic promotional emails were being sent to a list that would respond to something far more specific: campaigns that spoke to their identity as cat parents, used seasonal moments with real creative intent, and made each send feel like it came from a brand that understood them.
A subscription journey rebuilt around rewards — not just reminders.
Filter subscriptions are KittySpout's most important retention lever. A cat parent on an active filter subscription has higher LTV, responds better to cross-sell, and is far more likely to stay in the brand's ecosystem long term. But the subscription experience wasn't built to protect that relationship.
So we built one. The Loyal Cat Club - a structured rewards programme tied directly to subscription milestones - was conceived, designed, and embedded into the customer journey by us, giving subscribers a reason to stay that went beyond the product itself.
Post-purchase flows that worked as hard in month two as they did in week one.
The first 72 hours after a KittySpout purchase are the easiest part of the customer journey. The product arrives, the cat is curious, the owner is excited.
The hard part is what happens at 30 days, when the fountain is part of the routine but the filter subscription hasn't been started, and at 60 days, when the novelty has faded and the customer hasn't heard anything meaningful from the brand in weeks.
faqs.
Some questions we get often.
We help eCommerce brands grow repeat revenue. That means building out your full retention strategy - email, SMS, WhatsApp, and more - so you can convert more customers, increase LTV, and reduce reliance on paid ads.
Not even close. We’re a full CRM and retention partner. Email is the foundation, but we also optimize your tech stack, fix broken data flows, scale SMS, improve tracking, and design customer journeys across every touchpoint.
We don’t do templates or “30% email revenue” vanity metrics. Every strategy is built from scratch based on your business model, goals, margins, and customer behavior. And everything is done in-house - no juniors, no outsourcing.
You work directly with senior strategists who have built and scaled brands - not junior account managers. From strategy to execution, we stay hands-on.
We're a Klaviyo-certified email marketing agency - we build everything natively in the platform, though we're no strangers to the wider CRM ecosystem when the brief calls for it.
If you’re a DTC brand doing over $2M/year and care about retention, LTV, and owned growth - you’re in the right place. Especially if you’re tired of generic playbooks and want a partner who actually gets under the hood.
Absolutely! Our free audit reveals exactly where your setup has gaps, and what we’d do to fix it. There’s no pressure to work together right away. You’re welcome to take the insights and run with them. When you're ready to work together, we’ll be here.
.svg)
ready to get started?
get your custom email marketing audit and see exactly where you’re leaving money on the table.
