CUSTOMER RETENTION IS NOT  F*ING emails

(It’s blunt, but true)

brands still confuse customer relationships with email marketing.
Emails alone don’t create loyalty. Experiences do.

We help brands build experiences worth staying loyal to.

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Brands we’ve helped

WHAT WE DO

  • We identify where growth truly comes from and build a commercial, customer-driven retention model tailored to your business.

    • CRM Transformation Strategy

    • Customer Retention Diagnostic

    • Digital Transformation Roadmaps

    • Customer Journey Optimisation

  • We design channel-agnostic journeys rooted in behavioural insight, relevance, and measurable outcomes.

    • Onboarding or Churn Management Strategy

    • AI & Personalisation Strategy

    • AI-Powered Segmentation Implementation

    • Retention & Lifecycle Optimisation

  • We fix the internal realities: ownership issues, fragmented processes, data confusion, and slow delivery cycles.

    • Platform Migrations (Braze, SFMC, etc.)

    • Team & Operations Design

    • Testing Frameworks & Governance

    • Cross-functional CRM Operations

    • Test & Learn Culture Embedding

    • Continuous Improvement Programmes

    • Test & Learn Culture Embedding

    • Experimentation Frameworks & Governance

    • Continuous Improvement Programmes

    • Gamification & Engagement Experiments

    • AI-Driven Testing & Optimisation

    • Scaling Winners Across Markets & Channels

    • Performance Dashboards & Learning Loops

  • We unlock incremental value through partnerships, rewards, and customer-centric commercial activations.

    • Partnership & Monetisation Planning

    • Partnership Activation Programmes

Find out more

HOW WE WORK

  • Your growth comes from understanding what matters to them and personalising around it

  • Silos, duplicated workflows, and confused ownership dilute retention.
    We fix that.

  • Clear propositions. Relevant triggers. Intelligent journeys.

  • Test. Learn. Improve. Repeat.
    Until it becomes the way your business works every day.

Whether you're starting from scratch or fixing what's broken, we meet you where you are.

Get in touch

That’s us. Tell us about you.

Contact us

You’re in the right place if…

…any of this sounds familiar. If it’s another version of the same story, we can help with that too…

HIGH CUSTOMER CHURN RATE

Engagement is flat, repeat rates aren’t moving, and churn keeps creeping up

DISCONNECTED JOURNEYS

Your customer experience is fragmented across teams, channels or tools.

NO CUSTOMER VALUE STRATEGY

You’re collecting data, but not using its full potential to shape a lifecycle strategy that drives behaviour or growth

PERSONALISATION IS ASPIRATIONAL

You want relevance, but you're stuck in batch-and-blast mode and lack a way to test, learn, and scale personalisation.

YOUR CRM needs transformation

Your martech, data or operating model is holding you back from achieving your customer experience vision and ambition.

AI on the agenda but not in action

You know AI needs to be integrated, but you’re unsure where to start or how to measure impact

find out more

  • "An exceptional ability to balance what’s right for customers with what drives the business forward. She brings focus, momentum, infectious energy and a refreshingly honest perspective "

    —Suso, Chief Marketing Officer Just Eat

  • "Laser-focused on driving incremental revenue by building the most optimised customer journeys. Marie's granular understanding of data and systems enabled us to roll out advanced recommendation engines and implement a rigorous experimentation approach"

    —Florie, Global Head of Acquisition, Just Eat Takeaway

  • "If anyone can sort out Customer Experience Transformation in complex organisations, and galvanise a whole organisation behind change, it’s Marie Feliho."

    — Jill, SVP Agile Delivery, Virgin Media O2

Retain

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Grow

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Monetise

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Retain - Grow - Monetise -

You want to retain more customers?

let us help you build customers relationships strategy that deserve loyalty.

Let’s get started