Customer Experience, Retention & Loyalty
We find out why customers do not come back, from delivery times, service tickets, returns and reviews, and fix the moments that decide a second order.
Questions we help answer
- What share of our customers buy a second time, and how long does it take them?
- Which delivery, returns or service problems appear most often before a customer stops buying?
- Is our loyalty scheme rewarding behaviour we would have had anyway?
- How do we collect genuine reviews at the right moment and respond well to bad ones?
- Which customer groups are worth spending more to keep?
What we do
Cohort and retention analysis
Repeat purchase, time to second order and customer value by acquisition month, channel and first product, built from order records.
Service and complaint analysis
Tickets, chat logs, return reasons and reviews coded by cause, ranked by the revenue of the customers who raised them.
Post-purchase and guest experience
Order confirmation, delivery updates, returns, check-in and handover messages redesigned, with templates written into the helpdesk, booking engine or store.
Loyalty and membership design
Tiers, rewards and rules costed against the margin of the behaviour they reward, before anything is launched.
Reviews and reputation
Review requests timed to the moment the customer has used the product or stay, and a response playbook for negative reviews on Google, marketplaces and booking platforms.
- How an engagement with THEFOCUS startsDiscuss this with us
How we approach it
- 01
Read what customers did and said
We combine order history with service and review text, so each problem carries both a count and a revenue figure.
- 02
Rank by revenue at risk
Fixes are ordered by the value of the customers each problem touches, so a rare fault that loses large accounts comes ahead of a frequent minor one.
- 03
Fix it in the systems
Changes land as helpdesk macros, email flows, booking confirmations and store settings, each with an owner.
- 04
Measure on cohorts
Results are read by comparing customer cohorts before and after each change, over a period long enough for repeat orders to occur.
Client results
View allTürkiye · Real Estate & Property Development · 2026
Listing platform prototype and build specification for a cross-border property agency
A licensed property agency selling homes and investment property in several countries wanted one platform for its own stock, partner listings and new developments. We built a clickable prototype, a headless storefront build and a written specification for the full listing and enquiry platform.
Prototype and specification delivered on staging; platform not yet in production
Türkiye · Car Rental & Mobility Services · 2022‑2025
Search advertising built around phone and booking enquiries for an independent car rental company
An independent car rental company takes most of its bookings by phone and through enquiries rather than a single online checkout. We ran its search advertising over several seasons with phone-call leads, contact enquiries and booking requests set as the goals the campaigns bid towards.
Account run on lead goals over several seasons; performance figures not published
Türkiye · Retail & E-commerce · 2025‑2026
Audit, measurement repair and paid media relaunch for a design-objects online brand
An online brand selling high-ticket decorative design objects commissioned an audit and put it through an independent quality review. It then had us carry out the findings one ticket at a time and relaunch its search and social advertising.
Fixes verified in production; paid relaunch results not yet measured
Relevant industries
How an engagement with THEFOCUS starts
A first conversation is about your situation. If there is a fit, we propose a scoped diagnostic with a fixed deliverable before any larger commitment.
Discuss this with us01
A working conversation
Forty-five minutes with the person who would lead the work. We ask about the decision, the systems behind it and the deadline.
02
A scoped diagnostic
Read-only access, a fixed timeframe and a written finding: what the records show, what it costs and what to change first.
03
A plan you can act on
Changes, owners, measures and exclusions in writing. The same team then builds and measures, or hands over cleanly.
- One accountable team
- The people who diagnose also build the systems and measure the result.
- Partners chosen per problem
- Independent specialists join for the parts that need them, under one contract.
- Records before dashboards
- Orders, ledgers and logs are reconciled before any recommendation depends on them.
Questions executives ask
Will you write or post reviews for us?
No. We set up genuine review requests and response routines. We do not create, buy or post reviews, testimonials or endorsements on anyone's behalf.
How long before retention changes show in the numbers?
It depends on how often your customers buy. We set the reading period from your own repeat-purchase interval at the start, so nobody judges a change before second orders could have happened.
Discuss this with us
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