The money was in the
second order.

A homeware brand with four stores and a website doing a fraction of its potential. Acquisition cost rose every quarter while a list of eleven thousand past customers went unmailed. We fixed the checkout, cleaned the product feed, and built the retention layer that never existed.

2.4×

Repeat orders

+29%

Checkout completion

31%

Revenue from retention

Months to get there

Product photography shoot

01 — The situation

At a glance

Sector: Homeware retail, four stores
Market: UAE and Saudi shoppers
Engagement: Retainer, ongoing
Services: E-commerce, paid media, content, CRO

Every dirham of the marketing budget was spent finding someone who had never bought before. Meanwhile eleven thousand past customers sat in a database nobody had ever emailed, and the store did nothing to earn a second order.

What it cost them

Acquisition cost climbed every quarter and margin fell with it. Checkout took five steps with delivery cost revealed at the last one, and the product feed was missing Arabic titles, dimensions and half the stock levels.

Why it happened

The store was built for launch and never revisited. Retention needs someone to own it, and in a four-person team it was always the thing that could wait until next quarter.

02 — What we did

Three moves, in order.

01

Fixed the checkout before touching the ads

Five steps, no local payment options, and delivery cost revealed at the last screen. We cut it to two steps and put the delivery promise on the product page, where it stops being a surprise.
- Five steps reduced to two
- Local payment and COD added
- Delivery cost shown before the cart
02

Cleaned the product feed

The unglamorous half of e-commerce. Complete bilingual titles, real dimensions, verified stock — shopping performance improved measurably before a single new ad was written.
- Arabic and English titles for every product
- Dimensions and attributes completed
- Stock and price sync verified daily
03

Built the retention layer that never existed

Six flows across email and WhatsApp — abandoned cart, post-purchase, reorder timing, win-back, replenishment and a VIP tier — aimed at the eleven thousand customers already in the database.
- Six automated flows live in both languages
- WhatsApp used where it beat email
- Reorder timing set from real purchase data

Before · checkout

After · checkout

03 — The result

2.4×

more repeat orders in four months, with checkout completion up 29% — and nearly a third of revenue now coming from customers the brand had already paid to acquire once.

What they said

Awaiting client quote

A short word from the Nadia Home team on what changed will appear here.

Timeline