E-commerce and subscription
Your first purchase is expensive. Your second one is where the margin lives.
BREME maps your post-purchase and subscription journeys, finds where customers quietly stop, and turns what we find into a plan for making the second order feel inevitable.
Thirty minutes to work out whether you need an Experience Review or a Journey Sprint, and what either would involve for you.
If this sounds familiar
- Acquisition costs keep climbing and repeat purchase rate has not moved in a year.
- Cancellations cluster around month two and three, and nobody is quite sure what happens in between.
- The post-purchase experience is a shipping confirmation, a delivery notification, and then silence.
- Support is fielding the same questions a well-timed message would have answered.
- The loyalty program exists, and redemption is low enough that nobody brings the numbers to a meeting.
- Every quarter the answer to flat revenue is another discount, and the discount is training customers to wait.
The six pillars here
What each pillar looks like in this world.
01ClarityCustomers know what happens after they order, and when. Delivery expectations set once, then honoured.
02ConsistencyThe tone in your post-purchase emails matches the tone on your site and in your support replies.
03EasePausing, skipping, changing an address or reordering each take one action rather than an email to support.
04ConnectionCommunications reflect what someone actually bought and how long they have been with you, not just a first name merge field.
05Follow ThroughThe promise made on the product page shows up in the unboxing, the reminder and the returns process.
06MomentumSomething useful arrives between orders, so the second purchase is a continuation rather than a fresh decision.
Who this is for
The organisations this work suits.
DTC brands, subscription and replenishment businesses, membership products with recurring billing, and retailers with a real repeat purchase opportunity currently handled by flows nobody owns. You are already running Shopify with Klaviyo or something equivalent, and the tools are not the problem.