We were brought in to lead retention for a category leader in pet, a brand with a repeat purchase built into the product itself. Our work was to remove the friction from a behavior the customer already wanted to keep, and to give the brand a system that recognized her when she did.
Danielle Schermerhorn
Director of Marketing, Atelier Commerce
BUILT WITH
We were brought in to lead retention for a category leader in pet, a brand with a repeat purchase built into the product itself. Our work was to remove the friction from a behavior the customer already wanted to keep, and to give the brand a system that recognized her when she did.
Danielle Schermerhorn
Director of Marketing, Atelier Commerce
BUILT WITH
A dog buries the same bully stick twice a week. The owner buys another one within nine days. That interval, that quiet, reliable return, is the entire product. Loyalty programs in this category either recognize the pattern or they interrupt it. Nothing in between. When Bully Sticks Direct came to us, the program was live and the pattern was going unrecognized.
A dog buries the same bully stick twice a week. The owner buys another one within nine days. That interval, that quiet, reliable return, is the entire product. Loyalty programs in this category either recognize the pattern or they interrupt it. Nothing in between. When Bully Sticks Direct came to us, the program was live and the pattern was going unrecognized.
The situation, told plainly
Bully Sticks Direct is a category leader in single ingredient, natural dog chews on BigCommerce, with real product market fit and a loyal repeat audience. What the brand did not have was a loyalty and rewards system built as architecture. Earn rules were generic. Redemption dead ended in the cart. Reviews sat on a separate surface that never fed the retention program. The customers were doing their part. The system was not doing its.
The picture we drew for the brand was simple to say and difficult to build. A program that recognizes the second order and every order after it. Redemption that lands on the product page, not the cart. Reviews as an earning action, not an afterthought. VIP tiers that pull the strongest buyers up rather than reward them for staying still. One system, held together by rules that would still be doing the work fourteen months later without us.
The situation, told plainly
Bully Sticks Direct is a category leader in single ingredient, natural dog chews on BigCommerce, with real product market fit and a loyal repeat audience. What the brand did not have was a loyalty and rewards system built as architecture. Earn rules were generic. Redemption dead ended in the cart. Reviews sat on a separate surface that never fed the retention program. The customers were doing their part. The system was not doing its.
The picture we drew for the brand was simple to say and difficult to build. A program that recognizes the second order and every order after it. Redemption that lands on the product page, not the cart. Reviews as an earning action, not an afterthought. VIP tiers that pull the strongest buyers up rather than reward them for staying still. One system, held together by rules that would still be doing the work fourteen months later without us.
How the program was rebuilt
The rebuild ran on Smile.io, wired through BigCommerce, with reviews earning points through Stamped and every lifecycle touch routing back to the loyalty account. Small choices, kept in the right order.
Earn rules were rewritten around the repeat behavior that already existed. Redemption moved out of the cart and onto the product page, so the reward was visible at the moment of decision. Reviews became a first class earning action: verified product reviews through Stamped, a points aware NPS and reviews gift card drive that ran into 2025, and repeat reviewer accelerators inside the VIP tiers. Review content then fed back into the on site experience, social proof on product pages, trust marks on the homepage, so the customers who spoke first were also the ones building the case for the ones who came next. The program stopped feeling like a program. It started feeling like the brand.
How the program was rebuilt
The rebuild ran on Smile.io, wired through BigCommerce, with reviews earning points through Stamped and every lifecycle touch routing back to the loyalty account. Small choices, kept in the right order.
Earn rules were rewritten around the repeat behavior that already existed. Redemption moved out of the cart and onto the product page, so the reward was visible at the moment of decision. Reviews became a first class earning action: verified product reviews through Stamped, a points aware NPS and reviews gift card drive that ran into 2025, and repeat reviewer accelerators inside the VIP tiers. Review content then fed back into the on site experience, social proof on product pages, trust marks on the homepage, so the customers who spoke first were also the ones building the case for the ones who came next. The program stopped feeling like a program. It started feeling like the brand.
Success Stories
Scarlett Gasque: The Open Was Never the Problem
A Klaviyo program with strong opens, clean deliverability, and every flow already live. One number told a quieter story. In ninety days the click to open rate climbed, engagement moved from 39.4 percent to 50.7 percent, revenue rose 78 percent, and sessions fell 32 percent. A better audience, not a bigger one.
Scarlett Gasque: The Open Was Never the Problem
A Klaviyo program with strong opens, clean deliverability, and every flow already live. One number told a quieter story. In ninety days the click to open rate climbed, engagement moved from 39.4 percent to 50.7 percent, revenue rose 78 percent, and sessions fell 32 percent. A better audience, not a bigger one.
PXG × Nosto: 104 Days of Compounding Efficiency
PXG activated a full Nosto personalization stack across every major page type of a mature Shopify storefront. In the 104 days that followed, conversion rate rose nearly 25% and revenue per session nearly 28%, on 20% less seasonal traffic than the window before it.
PXG × Nosto: 104 Days of Compounding Efficiency
PXG activated a full Nosto personalization stack across every major page type of a mature Shopify storefront. In the 104 days that followed, conversion rate rose nearly 25% and revenue per session nearly 28%, on 20% less seasonal traffic than the window before it.
Success Stories
Scarlett Gasque: The Open Was Never the Problem
A Klaviyo program with strong opens, clean deliverability, and every flow already live. One number told a quieter story. In ninety days the click to open rate climbed, engagement moved from 39.4 percent to 50.7 percent, revenue rose 78 percent, and sessions fell 32 percent. A better audience, not a bigger one.
PXG × Nosto: 104 Days of Compounding Efficiency
PXG activated a full Nosto personalization stack across every major page type of a mature Shopify storefront. In the 104 days that followed, conversion rate rose nearly 25% and revenue per session nearly 28%, on 20% less seasonal traffic than the window before it.
