MARKETING CONSULTING FOR MID-SIZE RETAIL & ECOMMERCE
We didn't study Amazon's playbook We ran itJosh Goff led Amazon Prime globally, with responsibility for program development, membership strategy, and customer retention. Previously, he was a leader in McKinsey & Company’s Customer Retention Practice. Les Kruger led Amazon’s worldwide digital marketing organization, overseeing global marketing strategy, technology, analytics, and operations across programs generating tens of billions in annual revenue.
Together, they bring decades of firsthand experience building and operating growth engines at extraordinary scale—from customer acquisition and conversion through engagement and retention. At Clario, clients work directly with Les and Josh, applying the principles of world class marketing to the opportunities of mid-size retail and ecommerce businesses.
THE CHALLENGE
Acquire smarter. Retain longer. Grow faster.
Most mid-size retailers invest heavily in customer acquisition, while the customers who actually carry the margin walk out unnoticed. We work across the full customer lifecycle to maximize value.
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Acquisition is measured, not understood
Channel reports show cost. They rarely show which channel brings customers worth keeping.
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The best customers are invisible
A small share of customers usually carries most of the profitable revenue — and no one in marketing can name them.
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Retention is everyone’s job and no one’s
Marketing, merchandising, and finance each hold a piece. Nobody owns the whole bucket.
HOW WE WORK WITH YOU
Three ways in
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The Amazon Masterclass
How Amazon attracts and retains customers, and what it means for your business.
WHAT YOU GET
Amazon's customer strategy, decoded
Implications for your business
Breakout sessions to build a "do it like Amazon" roadmap
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The Digital Marketing Observatory
Determine which acquisition programs present opportunities for growth, and where you are acquiring your highest value customers.
WHAT YOU GET
Channel by channel cost & quality analysis
Best customer acquisition source mapping
A custom benchmark vs. Amazon's marketing engine
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The Customer Observatory
Identify your best customers, and learn exactly how to keep them.
WHAT YOU GET
Value based customer segmentation
Segment retention dynamics
Roadmap to retain customers more effectively
CLIENT CASE · SPECIALTY RETAIL
A leading specialty retailer: rebuilding around the right customers
▲29%
Customer Acquisition Volume
▼16%
Customer Attrition
▲21%
Customer Lifetime Value
A $1.2B specialty retailer was investing heavily in paid acquisition while retention rates declined and margins compressed.
Clario Marketing Group identified that 17% of customers were generating 68% of profitable revenue, entirely invisible to the marketing team. The top acquisition channel was simultaneously the worst source of high value customers. The client rebuilt their customer acquisition engine and customer retention efforts around their most valuable customers.
THE PRACTITIONERS
You work with us, not a bench of analysts
Josh Goff
Founding Principal
Josh Goff led Amazon Prime globally, responsible for membership strategy, acquisition and retention while also leading Prime product management. Previously, Josh was a leader in McKinsey & Company's Customer Retention Practice, serving clients across industries and geographies, helping them design and build their customer loyalty programs.
McKinsey & Co
Amazon Prime
Customer Retention
Les Kruger
Founding Principal
Les Kruger ran Amazon's worldwide digital marketing organization, responsible for global marketing programs generating tens of billions in annual revenue and managing billions in marketing investment. In this role, Les was responsible for marketing strategy, technology, analytics, campaign management and marketing operations
Amazon
Digital Marketing
Customer Acquisition
Ready to get started?
Start with a free 30-minute scoping call — no obligation.