We were brought in to lead retention for Bully Sticks Direct, a category-leading source of single-ingredient bully sticks and natural dog chews. The brand had real product-market fit and a loyal repeat audience. What it did not yet have was a loyalty and rewards system designed to compound.
Danielle Schermerhorn
Director of Marketing, Atelier Commerce
We were brought in to lead retention for Bully Sticks Direct, a category-leading source of single-ingredient bully sticks and natural dog chews. The brand had real product-market fit and a loyal repeat audience. What it did not yet have was a loyalty and rewards system designed to compound.
Danielle Schermerhorn
Director of Marketing, Atelier Commerce
Performance is not noise, and not novelty. It is structure. We rebuilt loyalty and rewards as a system — earn rules, redemption mechanics, VIP tiering, and reviews as a first-class earning action — so that every repeat purchase made the next one more likely, and every satisfied customer left a public record of it.
Performance is not noise, and not novelty. It is structure. We rebuilt loyalty and rewards as a system — earn rules, redemption mechanics, VIP tiering, and reviews as a first-class earning action — so that every repeat purchase made the next one more likely, and every satisfied customer left a public record of it.
Creative challenges
The category rewards consistency, not theater. Our work was to remove friction from a behavior customers already wanted to repeat — and to give the brand a system that recognized them when they did.
Loyalty had been live but underused. Earn rules were generic, redemption was a dead end inside the cart, and the program sat apart from the rest of the customer experience. Reviews were a separate, lightly-instrumented surface that did not feed retention at all. The brief was structural, not cosmetic.
Creative challenges
The category rewards consistency, not theater. Our work was to remove friction from a behavior customers already wanted to repeat — and to give the brand a system that recognized them when they did.
Loyalty had been live but underused. Earn rules were generic, redemption was a dead end inside the cart, and the program sat apart from the rest of the customer experience. Reviews were a separate, lightly-instrumented surface that did not feed retention at all. The brief was structural, not cosmetic.
Reviews as Earn
The recovery flows do the unglamorous, profitable work of saving sales that were about to walk. The Abandoned Transaction flow opens at 46.7% and converts at a 5.98% placed-order rate; the Abandoned Cart flow opens at 47.4% and converts at 5.23%; and the Welcome Series brings new customers in at scale, driving the highest order count of any flow in the program. Cross-sell flows tuned to treat size — small, medium, and large — keep the average order growing after that first purchase, with the Small Treat Lovers flow opening at 51.1%.
Reviews were wired into the earned architecture in three places. Customers earned points for verified product reviews via Stamped, were re-engaged through a points-aware NPS Reviews Gift Card Drive that ran into 2025, and were given VIP-tier accelerators for repeat reviewers. Review content then fed back into the on-site experience, social proof on PDPs and trust signals on the homepage, closing the loop between the customer voice and the next customer decision. The result is a public record that compounded the revenue.
Reviews as Earn
The recovery flows do the unglamorous, profitable work of saving sales that were about to walk. The Abandoned Transaction flow opens at 46.7% and converts at a 5.98% placed-order rate; the Abandoned Cart flow opens at 47.4% and converts at 5.23%; and the Welcome Series brings new customers in at scale, driving the highest order count of any flow in the program. Cross-sell flows tuned to treat size — small, medium, and large — keep the average order growing after that first purchase, with the Small Treat Lovers flow opening at 51.1%.
Reviews were wired into the earned architecture in three places. Customers earned points for verified product reviews via Stamped, were re-engaged through a points-aware NPS Reviews Gift Card Drive that ran into 2025, and were given VIP-tier accelerators for repeat reviewers. Review content then fed back into the on-site experience, social proof on PDPs and trust signals on the homepage, closing the loop between the customer voice and the next customer decision. The result is a public record that compounded the revenue.
Latest projects
Alicia Adams Alpaca: A Hundred-plus Colorways For Every Season, Every Channel, and Not A Single Studio Booked
Alicia Adams Alpaca makes heirloom alpaca throws, apparel, and home pieces, farm to finished, with the kind of quality that earns its place in Architectural Digest, Vogue, ELLE Decor, Veranda, and Town and Country. A brand that lives or dies on how the product looks in a beautiful room. And that is exactly where the home industry breaks down, because lifestyle imagery is the single most expensive, slowest, least scalable piece of content a home brand has to produce. We solved it by building the room instead of renting it. Photorealistic 3D environments, art-directed to emulate the quiet elegance of high-end editorial photography, where a material swap turns one scene into any colorway and a lighting shift turns summer into fall. Every month we develop a new seasonal scene and deliver a set of high-resolution captures, kitted for website, email, social, and Pinterest. The result is a brand that can finally show all of itself, every color and every season, across every channel, iterated and refined for a fraction of what a single home lifestyle shoot would cost.
Alicia Adams Alpaca: A Hundred-plus Colorways For Every Season, Every Channel, and Not A Single Studio Booked
Alicia Adams Alpaca makes heirloom alpaca throws, apparel, and home pieces, farm to finished, with the kind of quality that earns its place in Architectural Digest, Vogue, ELLE Decor, Veranda, and Town and Country. A brand that lives or dies on how the product looks in a beautiful room. And that is exactly where the home industry breaks down, because lifestyle imagery is the single most expensive, slowest, least scalable piece of content a home brand has to produce. We solved it by building the room instead of renting it. Photorealistic 3D environments, art-directed to emulate the quiet elegance of high-end editorial photography, where a material swap turns one scene into any colorway and a lighting shift turns summer into fall. Every month we develop a new seasonal scene and deliver a set of high-resolution captures, kitted for website, email, social, and Pinterest. The result is a brand that can finally show all of itself, every color and every season, across every channel, iterated and refined for a fraction of what a single home lifestyle shoot would cost.
UTV Source: The reviews, rewards, and trust that win a brutally competitive category
UTV Source is a high-volume aftermarket retailer for UTV and side-by-side riders, running a single-channel direct-to-consumer store. The catalog is deep, the average order is high, and the buyer is doing real homework, because a wrong part on a side-by-side is an expensive mistake. This is not a quiet luxury brand. It is a store that competes hard for every click in one of the most crowded categories online. That is exactly why the reviews and rewards layer matters here. Thousands of verified buyer reviews, a perfect 5.0 on the storefront, NPS feedback, and a rewards program that launched in 2024 and immediately sent review collection up 80 percent. In a category this competitive, the reviews engine is the conversion multiplier that makes hard-won traffic actually buy, and the rewards program is the retention lever that turns a one-time fitment buyer into a repeat rider. The brand grows because it is trusted, and it is trusted because the customers say so, by the thousands.
UTV Source: The reviews, rewards, and trust that win a brutally competitive category
UTV Source is a high-volume aftermarket retailer for UTV and side-by-side riders, running a single-channel direct-to-consumer store. The catalog is deep, the average order is high, and the buyer is doing real homework, because a wrong part on a side-by-side is an expensive mistake. This is not a quiet luxury brand. It is a store that competes hard for every click in one of the most crowded categories online. That is exactly why the reviews and rewards layer matters here. Thousands of verified buyer reviews, a perfect 5.0 on the storefront, NPS feedback, and a rewards program that launched in 2024 and immediately sent review collection up 80 percent. In a category this competitive, the reviews engine is the conversion multiplier that makes hard-won traffic actually buy, and the rewards program is the retention lever that turns a one-time fitment buyer into a repeat rider. The brand grows because it is trusted, and it is trusted because the customers say so, by the thousands.
Latest projects
Alicia Adams Alpaca: A Hundred-plus Colorways For Every Season, Every Channel, and Not A Single Studio Booked
Alicia Adams Alpaca makes heirloom alpaca throws, apparel, and home pieces, farm to finished, with the kind of quality that earns its place in Architectural Digest, Vogue, ELLE Decor, Veranda, and Town and Country. A brand that lives or dies on how the product looks in a beautiful room. And that is exactly where the home industry breaks down, because lifestyle imagery is the single most expensive, slowest, least scalable piece of content a home brand has to produce. We solved it by building the room instead of renting it. Photorealistic 3D environments, art-directed to emulate the quiet elegance of high-end editorial photography, where a material swap turns one scene into any colorway and a lighting shift turns summer into fall. Every month we develop a new seasonal scene and deliver a set of high-resolution captures, kitted for website, email, social, and Pinterest. The result is a brand that can finally show all of itself, every color and every season, across every channel, iterated and refined for a fraction of what a single home lifestyle shoot would cost.
UTV Source: The reviews, rewards, and trust that win a brutally competitive category
UTV Source is a high-volume aftermarket retailer for UTV and side-by-side riders, running a single-channel direct-to-consumer store. The catalog is deep, the average order is high, and the buyer is doing real homework, because a wrong part on a side-by-side is an expensive mistake. This is not a quiet luxury brand. It is a store that competes hard for every click in one of the most crowded categories online. That is exactly why the reviews and rewards layer matters here. Thousands of verified buyer reviews, a perfect 5.0 on the storefront, NPS feedback, and a rewards program that launched in 2024 and immediately sent review collection up 80 percent. In a category this competitive, the reviews engine is the conversion multiplier that makes hard-won traffic actually buy, and the rewards program is the retention lever that turns a one-time fitment buyer into a repeat rider. The brand grows because it is trusted, and it is trusted because the customers say so, by the thousands.
