Email, SMS & Loyalty

Saints & Sparrows builds retention marketing for Shopify brands: email flows, SMS programs, and loyalty design, built in Klaviyo, that turn one-time buyers into repeat customers. New customers are expensive. Keeping them is where the margin lives.

Why retention beats acquisition

Every new customer gets more expensive as ad platforms get more crowded — and you pay that price again with every order you chase. Email and SMS reach people you’ve already earned, on channels you own, at close to zero marginal cost.

For many Shopify brands, a healthy retention program drives a quarter or more of total revenue. If yours drives less, that’s the gap we close — and closing it makes your paid advertising work harder too, because every customer you acquire becomes worth more.

The flows we build

Flows are automated emails and texts triggered by what a customer does. They run around the clock, which makes them the highest-leverage work in retention. The core set we build or rebuild first:

• Welcome series, with a clear path to the first purchase
• Abandoned checkout and abandoned cart
• Browse abandonment
• Post-purchase: thank-you, product education, cross-sell
• Winback for lapsed customers
• Back-in-stock and replenishment, where the catalog supports them

Campaigns people actually open

Beyond the automations, we plan and send your campaign calendar: launches, promotions, seasonal pushes, and the useful in-between emails that keep a list warm. Everything is segmented — buyers, VIPs, window-shoppers — because sending everyone the same message is how lists die. We test subject lines, offers, and send times, and we watch deliverability so your email lands in inboxes, not spam folders.

Growing the list

A retention program is only as good as the list feeding it. We design signup that earns its place: popups with restraint, offers that attract buyers rather than coupon hunters, and SMS capture built into checkout.

SMS, done politely

Text messages get read — which is exactly why they’re easy to abuse. We run SMS consent-first and low-frequency, reserved for things worth interrupting someone’s day for: a launch, a restock, an order update, an offer that’s genuinely good.

Loyalty that pays for itself

Points, tiers, and referral programs work when they’re designed around how your customers actually buy — not bolted on because an app existed. We model your repeat-purchase behavior first, then design the program to fit. And if loyalty isn’t the right tool for your catalog, we’ll say so and put the budget where it earns more. This work ties directly into our broader customer experience strategy.

What a typical engagement looks like

We start with an audit of your current Klaviyo account and a retention roadmap. The first month or two goes to building or rebuilding the core flows. From there it’s monthly campaign management: planning, writing, sending, testing, and a report that ties every send to revenue — not open rates.