One customer, online and in every store.
Retail brands run two businesses: the ecomm site and the store network. Data lives in two places, staff can't see the online customer, and marketing has to guess who's who. We unify the customer across POS and web, turn staff into a capture channel, and rebuild loyalty as an omnichannel data engine.
What we usually walk into.
The same customer is three profiles.
POS, ecomm and the ESP each hold a fragment. Nobody can build a real omnichannel journey on top of that.
Staff can't personalize in-store.
The person at the till has no idea if the customer in front of them is VIP, first-timer, or on a wishlist streak.
Loyalty enrollment is 8%.
The program is a discount card at the till. It captures nothing, moves nothing, and staff don't push it.
In-store data never reaches marketing.
Purchases happen, preferences get shared out loud, and none of it lands in the profile that ships tomorrow's flow.
Capture the data. Turn it into business.
In retail, capture is physical. The staff-assisted enrollment flow, the clienteling app, the tablet at the till, the wallet pass — each is a capture mechanic, not a nice-to-have. We wire them into a single guest profile.
- Unified profile across POS, ecomm, loyalty and ESP
- Staff-assisted enrollment flow at the till and on the floor
- Preference capture built into loyalty (size, brand, style, in-store vs online)
- Clienteling tools so staff see the customer, not the transaction
- Wallet passes and physical mechanics that pull data every time they're scanned
Once staff and marketing share the same profile, activation stops being generic. We ship lifecycle across channels, orchestrate store-vs-online journeys, and turn the loyalty program into a status and utility engine.
- Omnichannel lifecycle: online opens drive store visits, in-store buys drive online returns
- Segmented campaigns by preference, RFM, and store affinity
- Loyalty as status, tiers and utility, not blanket discounts
- Clienteling nudges: staff-triggered outreach to VIPs and lapsers
- Post-purchase journeys that ask, capture and route back to the profile
What Retail stacks tend to look like.
We're stack-agnostic, but these are the tools we plug into most in retail. Click any to see how we use it.
Retail brands we've built for.
Services that fit retail.
Data audit & capture strategy
The entry point to the system. Before anything runs, we need to know what you know, and what you're missing.
Loyalty & membership build
A modular loyalty system, built around your brand and operated by us. Not a points plugin.
Lifecycle architecture
The strategic layer that runs continuously. We map, instrument and operate the full customer cycle, from first purchase to churn, and keep adjusting it as new data lands.
Growth operations
The execution layer that runs alongside Lifecycle Architecture. A weekly hypothesis engine on top of the cycle: timing, offers, segments, sequences, tested and compounded.
Questions we get from retail teams.
Do you work with our POS?
Yes. We've integrated Shopify POS, Lightspeed, Square and custom setups. If the POS has an API, we can pipe it into the profile.
Can staff really drive enrollment?
Staff-assisted flows are the single biggest enrollment lever we've seen. Young went from 8% to 63% enrollment in a quarter after we redesigned the flow around staff.
How do you handle multi-location groups?
Every location is a source of profile signal (visits, preferences, staff notes). We model location as a first-class dimension in the data layer so campaigns can be local without being fragmented.
Want the same for your retail brand?
30-minute diagnostic. We'll tell you where your capture and activation layers are leaking, and what to build first.
Request a call