01 — Challenge
A Seattle-based food delivery startup, was experiencing stagnation in repeat orders and customer retention.
The company needed to understand why customers churned despite strong initial adoption and brand awareness.
02 — Solution
I developed a research-based customer retention strategy to improve loyalty and increase lifetime value.
Conducted surveys, focus groups, and competitive benchmarking to identify churn drivers and loyalty motivators.
Designed a retention plan featuring referral incentives, loyalty tiers, and communication improvements.
03 — Impact
Delivered a strategic framework that guided the company's retention initiatives and provided measurable hypotheses for A/B testing and ongoing customer engagement.
