Pharmacy & health ecommerce · Health

A growth plan built on the store's own orders

For a pharmacy and health ecommerce brand, I built the six-month plan, the product-page program and a new replenishment flow from the store's own order history.

23%

Repeat buyers who had placed a second order by day 45

Real reorders the old predicted-date trigger matched within 14 days (58 of 2,165 repeat buyers)

18,412

Orders used to time the reminders by product category

0.3%

Q3 everyday revenue growth YoY, against 12.5% YoY for the whole store

111-day median to the second order

Planned gap vs observed median among 2,477 repeat buyers

In May 2026 I wrote a six-month plan for a pharmacy and health ecommerce brand: four goals (new customers, repeat orders, order size and site conversion) and three phases, each gated on the one before. The customer baselines came from the store's own orders, with business bulk buying, about 12% of revenue, taken out.

The post-purchase flow plan put the second order at day 73. Across 2,477 customers who came back, the median gap was 111 days, and only 23% had reordered by day 45, when the new-buyer series stopped. The reminder meant to catch them fired near day 89 for almost everyone and matched an observed reorder 3% of the time. The new flow I built starts from the purchase, times reminders by category from 18,412 orders and stops once someone reorders. The the agency team email team wrote the copy.

I picked 35 product pages the same way: protect the ones already earning clicks, and capture ones Google showed in positions 4 to 20 that weren't getting the click. In the first quarterly review, store revenue was up 12.5% year over year but revenue without bulk orders only 0.3%, so the Q4 target was set on that number.

Where the 73 came from: It was an average of averages over about 234 rows from a segment that favored fast repeat buyers, and that segment now holds nobody, so the figure can't be checked.
Check for a shared date: In a 7,045-profile suppression segment, 75% had the same last-activity date from one bulk account event. Ignoring that event, the median last activity was 461 days ago, and 112 profiles held 75% of the segment's past customer value, so I put them on a protected list first.

2,477 repeat buyers measured
35 product pages, protect and capture
Six months, three gated phases

Retention Strategy Measurement

The question

“When do my customers come back for a second order, and is anything talking to them then?”

The assignment

Export every customer's first and second order dates, take the median gap, and put each post-purchase flow's send days on the same timeline.

The new flow went live at the end of September 2026, so this case covers the diagnosis and the build, not a result from the flow.

Agency work, orchestrated by me end to end: the six-month plan, the order analysis, the product-page program and the replenishment flow design. The agency team executed the page and flow builds.

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