RETENTION TRANSFORMATION FOR ECOMMERCE & OMNICHANNEL BRANDS

Idle Hands Workshop is the strategic consulting practice of Mike Swanson. I partner with leadership teams to build retention engines that drive sustainable, long-term growth by turning fragmented CRM and CX functions into unified, profitable digital ecosystems.

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THE RETENTION LEVER: RETAINING 5% MORE CUSTOMERS CAN INCREASE PROFITS BY UP TO 95%

(SOURCE: BAIN & COMPANY)

Acquisition costs keep climbing. Profit isn't always made on the first conversion. It's built in the months and years that follow. For ecommerce and omnichannel brands, retention is the difference between paying for customers and customers paying for your growth.

When your customer profiles are unified and your strategy is intentional, you stop relying on costly acquisition and batch-and-blast campaigns. You start maximizing the value of every customer you've already won. In 2026, retention resilience is your primary competitive advantage. You cannot afford to wait.

SELECTED PARTNERSHIPS & EXPERIENCE

Partnering with the global leader in mission-critical protective cases to orchestrate a full-scale retention system transformation. Architecting a world-class strategy, technology, and data framework designed to navigate the complexities of international omnichannel commerce and a vast, professional-grade product assortment. This foundational build is creating a unified, global customer ecosystem, ensuring the brand's digital resilience matches the legendary integrity of the Pelican product.
Orchestrated the omnichannel transformation for a 128-year-old outdoor icon, building a premier SMS program and strengthening the brand’s authority in the inbox. By integrating siloed retail and ecommerce data into Klaviyo, I engineered the foundational framework necessary for a more intentional and profitable customer lifecycle for years to come.
Current partner with this Vermont heritage icon translating nearly two centuries of wool craftsmanship and renewed brand-building efforts into a modern digital ecosystem. Leading foundational retention program build by aligning strategic partners and system structure to ensure Johnson is equipped for its new era of online, in-store, and tourism growth.
Led lifecycle strategy through a phase of major startup growth averaging 60% annnual channel growth. I developed the technical framework and market research engine required to align GTM strategy with customer-led insights, transforming fragmented data into a unified retention foundation.
Helped strengthen the modern guest retention program for one of the world's premier mountain destinations. By aligning guest research with advanced CRM campaigns and automation, I optimized conversion and guest satisfaction across ticketing, retail, ski school, and lodging.
Gave it my all as retention lead starting with a critical transition from Mailchimp to Klaviyo. By refining their data structure and building a strong engine of automated flows and SMS, I helped drive a 160% YoY increase in owned marketing revenue and a 114X ROI on their SMS program.
Clipped in and sent it with this authentic rider-owned ski brand to build a high performance acquisition and retention engine. By re-architecting their ski finder and broader automation strategy, while launching a high growth SMS program, I helped drive a 300% YoY increase in flow revenue and 57x SMS program ROI.

HOW I WORK

FRACTIONAL RETENTION LEADERSHIP

For brands ready to rebuild from the ground up.

This is full-team immersion for total system transformation. As your Head of Retention, I integrate deeply with your leadership, product, and cross-functional teams to build a custom roadmap and retention playbook. We focus on signal-led orchestration and operational velocity, making sure your tech stack and internal workflows can actually support your growth goals, not just today but long term.

TEAM & TECH Roadmap Workshops

For brands who need a clear plan their team can execute.

A high-impact, assessment-based engagement built around your real situation. I interview cross-functional stakeholders and audit your data architecture to find value and experience leaks. The outcome is a prioritized retention roadmap your internal team or agency partners can execute with complete clarity.

Strategic Workshop Sessions

For brands who need senior guidance without adding headcount.

Direct access to senior retention expertise for pressure-testing GTM strategies, auditing team or agency performance, or untangling complex data-flow problems. This is the strategic steering layer for brands who need high-level guidance to avoid technical debt and strategic drift.

MINIMUM COMMITMENT: 4-week engagement (1 hour / week)

DOES THIS SOUND LIKE YOUR BRAND?

You might be ready to work together if:

YOUR EMAIL AND SMS LISTS ARE STAGNANT AND YOU AREN’T SURE HOW TO BEST SEGMENT FOR GROWTH
OR - Your email & SMS listS ARE large but your repeat purchase rate has flatlineD
You're spending more on acquisition AND RUNNING SALES every quarter just to hold revenue steady
Your ESP is technically “set up” but nobody really owns the CRM strategy
You've outgrown your agency but aren't ready to hire a full internal team
Your data is scattered across platforms and nothing talks to anything else

about MIKE SWANSON

A Craftsman’s Approach to Growth

I've spent more than 15 years at the intersection of CRM, CX, brand, and market research, helping iconic brands build the strong foundations necessary for lasting growth. My philosophy is straightforward: durable retention comes from strategic quality and structural integrity, not quick-hit tactics.

After 12 years living and working in the Grand Tetons, I now live in the Green Mountains of Vermont with my family. The wild places I love demand durability, intention, and care. I bring that same mindset to every engagement, because a retention engine that isn't built to last isn't built at all.

THE RETENTION ENGINE

Klaviyo is the best-in-class platform for unified commerce and customer retention. As a Klaviyo Partner and longtime power user, I help brands leverage its advanced capabilities to centralize omnichannel data into a single source of truth that powers every strategy that follows.

Klaviyo provides the infrastructure. Idle Hands Workshop provides the strategic logic and architecture to make it your most profitable asset.