Retention · Reviews, loyalty, referrals

Loyalty programs, reviews and referrals that bring buyers back.

We run the three retention levers most stores under-use: honest product reviews shown where they help, loyalty programs designed around your margins, and a referral program that rewards customers for bringing friends. Each one is connected to Klaviyo and your ads, so the data works across the store.

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Free loyalty and reviews audit

We’ll check your loyalty, reviews and referral setup and send a PDF report within 2 workdays.

Three fields and you’re done. The PDF report shows what we found on your own pages and accounts, and the order we’d fix it in. It covers the problems we see most often:

  • Review requests at the wrong time
  • Reviews stuck on the product page
  • Points nobody understands
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Your PDF report comes by email. If you want to discuss going ahead after reading it, we’ll set up a video meeting. We use your details only for this audit.

Fit

Who it’s for

  • Stores with repeat-purchase potential: jewelry, fashion, beauty, accessories, gifts
  • Brands with few reviews, or reviews sitting in an app that nothing else uses
  • Stores running a loyalty or referral app that customers ignore
  • Brands that want star ratings in Google Shopping and need a review count to get there

Not the right fit if you want reviews written, bought or filtered to hide bad ones. We collect real reviews from real buyers only; the FTC’s rule on reviews makes the alternatives a legal risk as well as a trust risk.

Problems we fix

Why loyalty programs and reviews go quiet.

  • 01

    Review requests at the wrong time

    Asking before the product arrives, or weeks after, gets few replies. The timing should follow delivery, not the order date.

  • 02

    Reviews stuck on the product page

    Reviews that only appear in a widget don’t reach Google Shopping, ads or email, where they’d do the most work.

  • 03

    Points nobody understands

    A program with complex earning rules and rewards worth little gets ignored. If customers can’t say what they earn, it isn’t working.

  • 04

    Rewards that cost more than they return

    Discount-heavy loyalty can give margin away on orders customers would have placed anyway.

  • 05

    Referral links hidden in an account page

    A referral program nobody sees sends no referrals. It has to show up after purchase, in email and at moments of delight.

  • 06

    Apps that don’t talk to each other

    Reviews, loyalty and email in separate apps mean the post-purchase email can’t mention points, and segments can’t use review data.

In 1:10 · animated

Before we change anything, we check five things.

A short animated walk-through of the first checks in our audit. No sound needed: everything is on screen, and the transcript is below.

What we check first in loyalty and reviews, an animated explainer of 1:10 with on-screen captions and controls to pause.

Read the transcript
  1. What we check first in loyalty and reviews Five checks, from when you ask for a review to what a point is worth.
  2. 1. When is the review request sent? Asking before the product arrives, or weeks after, gets few replies. Timing should follow delivery, not the order date. (Example store.)
  3. 2. Do reviews reach beyond the widget? Reviews stuck on the product page don’t help Google Shopping, ads or email, where they’d do the most work. (Example store.)
  4. 3. Can customers say what they earn? Complex earning rules and small rewards get ignored. We check how many members ever redeem. (Example program.)
  5. 4. Do rewards cost more than they return? Discount-heavy loyalty gives margin away on orders customers would have placed anyway. (Example program.)
  6. 5. Can anyone find the referral link? A referral program hidden in an account page sends no referrals. It belongs after purchase and in email. (Example store.)
  7. Then we fix them, in that order. Want this checked on your store? The free growth audit covers all five, in writing.

Our approach

Reviews first, then loyalty programs and referrals.

Reviews come first because they help every channel. We set the request to follow delivery, ask for photos, and send reviews where they’re useful: product pages, email, ads creative and Google. Google’s Product Ratings program needs at least 50 reviews across your products before star ratings can show in Shopping ads and free listings, and it matches reviews to products mostly by GTIN, so we check identifiers too. Store-level ratings are a separate program, covered in About store ratings.

Reviews have rules. The FTC’s Consumer Reviews and Testimonials Rule, in force since October 2024, bans fake reviews, buying positive reviews, undisclosed insider reviews and review suppression. We collect from verified buyers, show the negative reviews too and reply to them, and offer any incentive for a review regardless of what it says.

Loyalty programs are designed from your margins. We work out what a repeat customer is worth, then decide whether points, tiers, early access or perks suit your brand. A jewelry brand might reward with care services and early access to collections rather than discounts; a fashion brand might use tiers for free shipping and returns.

A referral program gives happy customers a reason to bring a friend, with a reward on both sides that your margins can carry. We place the referral offer in the post-purchase flow, the thank-you page and account pages, and add fraud rules such as self-referral checks so it can’t be gamed.

All three connect to Klaviyo email marketing: points balances in emails, review requests as a flow, and segments for top reviewers and loyal customers. The same segments feed Meta Ads exclusions and lookalikes, and review content feeds the ads.

Timing and placement decide whether customers notice any of this. We show points and referral offers on the thank-you page, in post-purchase emails and in the account area, and keep the rules short enough to explain in one sentence. Each change is measured against repeat purchase rate and review volume, not against how many people joined the program.

Three retention levers: product reviews, loyalty programs and referral programs, and what each one feeds
Reviews, loyalty and referrals each feed email, ads and Google.

How we use AI here

How we use AI in loyalty programs and reviews.

Loyalty programs and product reviews produce a lot of text and data. AI helps us read it all and act on it faster.

  • Review themes

    We cluster product reviews into themes: what customers love, what they return items for, what questions they still have. Those feed product pages, ads and the product team.

  • Timely nudges

    Where Klaviyo’s predictive data is available, members predicted to lapse get a reminder of their points or perks before they go quiet.

  • Reply drafts

    AI drafts replies to reviews so every customer hears back. A person approves each reply before it’s published.

Where it doesn’t help: earning reviews. Reviews must come from real customers, and you can’t offer rewards only for positive ones. The FTC’s rule on consumer reviews and testimonials (16 CFR Part 465) bans fake ones, including reviews written by AI and passed off as real customers.

What’s included

Deliverables, not promises.

  • Retention audit

    Repeat purchase rate, review volume and timing, current apps and how they connect to Klaviyo and the store.

  • Review collection setup

    Requests timed to delivery, photo reviews, reminders, and replies to negative reviews, from verified buyers only.

  • Reviews in Google

    Product identifiers checked, review feed or aggregator connected for Product Ratings, and store ratings reviewed.

  • Loyalty program design

    Earning and reward rules worked out from your margins, with a tier or perk structure that fits the brand.

  • Referral program

    Two-sided rewards, placement after purchase and in email, and fraud rules.

  • Klaviyo integration

    Points, tiers and review events in Klaviyo for flows, segments and personalized content.

  • Plain-English monthly report

    Repeat purchase rate, review volume and rating, loyalty and referral activity, what changed and what’s next.

Honest product reviews under the FTC rule: what is allowed and what is banned
Collect real reviews from real buyers, and show the bad ones too.

How we run it

Four steps, in this order.

Each lever goes live only once it connects to email. Typical timing: the audit within 2 workdays, fixes and the first flows in 1 to 2 weeks, and the first monthly report after 30 days.

  1. Step 1

    Audit and numbers

    We measure repeat purchase rate and review volume, and work out what a returning customer is worth.

  2. Step 2

    Reviews

    Requests timed to delivery, display on site, and a path to Google Product Ratings.

  3. Step 3

    Loyalty and referrals

    Program rules from your margins, app setup and placement across the store and email.

  4. Step 4

    Connect and improve

    Everything wired into Klaviyo and ads, then tested: timing, rewards and placement.

Four steps of our loyalty programs and reviews setup
Numbers, reviews, loyalty and referrals, then connect everything.

Pricing

Starting prices, in US dollars.

The audit is free. Paid work starts at these prices, and your exact cost is fixed in writing before any work begins.

  • Free loyalty and reviews audit

    Free no obligation

    We’ll check your loyalty, reviews and referral setup and send a PDF report within 2 workdays.

    Get my free audit

  • After the audit

    Programme setup

    From $400 one-off

    Loyalty, reviews or referral programme set up and launched.

    • Retention audit
    • Review collection setup
    • Reviews in Google
    • Loyalty program design
    Start with the free audit

  • Monthly programme care

    From $200 monthly

    Rewards, emails and reports kept up to date.

    • Review request timing and reminder tests
    • Reward and referral offer reviews against margin
    • A plain-English monthly report
    Ask about this option

All prices are starting prices in US dollars. Custom work beyond these options is quoted after the audit.

After launch

What you get each month

  • Review request timing and reminder tests
  • Reward and referral offer reviews against margin
  • A plain-English monthly report: repeat purchase rate, reviews, loyalty and referral activity
  • Updates by email and WhatsApp, and a video call when you want one

We review the flows every week, and your report arrives in the first week of each month. Worked example, with illustrative figures for a hypothetical store (not a client result): an outdoor gear store with 900 orders a month gets about 15 reviews a month from a manual ask. With loyalty programs and an automated review request 10 days after delivery, a 6% response rate would mean about 54 reviews a month, and the monthly report shows that count next to repeat purchases.

Pricing

How pricing works

We quote after a short audit, once we’ve seen the account or the store, so the number is based on the real work. Each project is a fixed one-off cost, agreed before work starts: from $400. Ongoing management is quoted monthly.

Start with the free audit to get a quote for your store.

By industry

What changes for your category.

  • Jewelry

    Jewelry reviews sell trust: photos of the piece worn, comments on quality and sizing. Loyalty works better as perks such as cleaning, resizing or early access than as discounts.

  • Fashion & apparel

    Fashion reviews answer fit questions: size, length, fabric. We ask for fit details in the request, and use tiers for free shipping and returns to keep repeat buyers.

  • Luxury & high-ticket

    High-ticket buyers want reassurance from people like them. We collect detailed reviews, reply personally, and keep referral rewards meaningful but rare.

Sources

The documentation we work from.

Platform rules change. These are the official pages we check the work against, so you can check it too.

FAQ

Straight answers.

Can’t find yours? Ask on WhatsApp or by email and we’ll answer it.

How many reviews do we need for stars in Google Shopping?

Google’s Product Ratings program needs at least 50 reviews across all your products before star ratings can show, and it matches reviews to products mainly by GTIN.

Can we offer a discount for leaving a review?

You can offer an incentive for leaving a review, as long as it doesn’t depend on the review being positive and you don’t hide negative ones. The FTC’s rule bans buying positive reviews and suppressing negative ones.

Points, tiers or perks: which loyalty model is best?

It depends on how often people buy and on your margins. Frequent, lower-priced purchases suit points; occasional, high-value purchases suit tiers or perks such as services and early access.

Which apps do you use?

We work with the review, loyalty and referral apps that integrate with your platform and Klaviyo, and recommend one only after the audit, based on what you already have.

Will a loyalty program just give away margin?

It can, if rewards are discounts on orders that would have happened anyway. We design rewards from what a repeat customer is worth and track repeat purchase rate to see whether the program changes behavior.

Should reviews show on every product page?

Yes, wherever you have them, including the negative ones. Products that haven’t collected reviews yet can show store-level reviews, clearly labeled as reviews of the store rather than of that product.

Do loyalty programs suit brands with rare, high-value purchases?

They can, when the rewards are perks rather than points: care services, early access, private appointments or free returns. Those reward loyalty without discounting the next purchase.

How do referrals stay fraud-free?

With rules: rewards only after the friend’s order is fulfilled, checks for self-referrals and duplicate accounts, and limits on rewards per customer.

Related guides

Read before you decide.

All Buying guides guides

Free growth audit

Find out what’s holding your store back.

Tell us about your store. We’ll review your tracking, campaigns and SEO and send you a written audit with the top fixes, ranked by impact.

  • Written audit as a PDF, delivered within 2 workdays (see a sample)
  • A video meeting to go through it, if you want to discuss next steps
  • Free and no obligation
  • Read-only access or screenshots are enough
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