Client: Faiz Kiddies – A children’s fashion brand specializing in stylish clothing for kids aged 0–10.

Faiz Kiddies had built a decent following online and was getting regular sales from social media campaigns. However, they noticed a major drop in returning customers. Despite great reviews and cute product designs, most buyers only shopped once. The brand was stuck in a cycle of constantly needing new customers to stay profitable.

Key pain points:

• Low repeat purchase rate
• No structured follow-up system after first purchase
• High cost of acquisition without long-term customer value

What We Did

1. Conducted a Retention Audit
We analyzed their customer journey — from product discovery to post-purchase experience — and discovered:

• No retention funnel
• No customer segments
• Generic follow-up emails that didn’t match customer behavior

2. Created a Simple Loyalty Framework
We developed a 3-part loyalty and engagement strategy tailored to Faiz Kiddies’ audience:

• “Thank You + Surprise” email after every first purchase (with a free headband coupon and free shipping code for next order)
• Birthday Club: Parents could add their child’s birthday to receive exclusive deals and a birthday gift offer
• Referral Incentive: “Refer a fellow mum, both of you get ₦1000 off”

3. Personalized Campaign Flows
Using Klaviyo, we set up automated flows for:

• First-time buyers
• Frequent buyers
• Inactive customers (those who hadn’t purchased in 60+ days)

Each segment received content relevant to their shopping patterns, from outfit ideas to product bundles and curated suggestions for school and festive seasons.

4. Introduced WhatsApp Retargeting
We added WhatsApp flows for abandoned carts and post-purchase check-ins, creating a more personal experience without relying heavily on email alone.

The Results (in 6 Weeks)

• 📈 Repeat purchase rate jumped by 38%
• 💬 65% of customers who joined the birthday club made a second purchase
• 🤝 20% of new orders came through referrals
• 💡 Increased customer satisfaction and community engagement

Key Takeaway

Customer loyalty doesn’t need a fancy app or expensive software. For Faiz Kiddies, what worked was making parents feel seen, appreciated, and part of a caring brand. With the right tools and strategy, even small fashion brands can turn one-time buyers into loyal fans.