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Finding New Customers Is Hard Enough.
You've poured time and capital into earning your customer's trust and consideration. Now, let's make sure you're rewarded for it.
100% free—no credit card required.
Who We Serve
Consumable Products
E-commerce stores who want customers to stock up on their products after they've run out. And don’t switch to competitors the moment they come across a discount.
Recurring Services
Experts who want prospects or clients to think of them first. Whether it's to provide repeat servicing, advice, or just a second opinion from a trusted source.
Subscription & Renewals
Subscription brands that work hard to earn every new sign up, and want those subscribers to take full advantage of their subscription and renew.
Why We Exist
Unanswered Questions & Lingering Concerns
Customers need 5-7 touchpoints before they buy. Why? They have unanswered questions and lingering concerns. When these go unaddressed, ready buyers delay their purchase, and often never return.
Why Ready Buyers Don't Buy
Ready buyers postpone over a single question you could answer in your sleep. Past customers forget why they bought in the first place and don't return. And this quietly eats away at your margins. You overspend to acquire and keep customers and end up with less profit. All unnecessarily.
Why The Loyalty Handbook Exists
The gap between abandoned sales, missed revenue, and overspend versus what it takes to fix it is much smaller than most businesses think. But when you're focused on product and operations, it's easy to miss. We exist to help you close that gap.
What Is The Loyalty Handbook?
The Loyalty Handbook designs customer follow-through systems. We work closely with businesses that rely on repeat customers, mostly on a project-to-project basis, but also through consulting depending on needs.
The Unspoken Test That All Customers Put You Through
Your customers are testing you. They have concerns they won't voice. They're waiting to see if you'll address them first. While they wait, decisions stall and doubts linger. We identify those unspoken concerns and address them before they block sales.
Our Approach
We listen to what customers say and don't say, find where they drop off, validate it against your data and industry benchmarks, and design strategy from there.
Through educational content, email automations, and custom web pages, we help remove the obstacles that interrupt willing buyers from completing their purchase and help bring back customers who bought once, but for one reason or another, never returned.
Obstacles such as: lingering concerns, unanswered questions, lost momentum, and confusion about next steps.

What This Means For You
When you capture more sales and reduce early churn, acquisition costs drop and margins expand, without spending more on ads.
You become the kind of business that can easily reinvest in their products and people. Or the kind of business that keeps more year-end profit.
Either way, growth compounds.
100% free—no credit card required.
What Makes Customers Postpone Their Buying Decision
Afraid of Making The Wrong Choice
Buyers love options, but they hate regret.
They worry they’ll choose the wrong option, so they hesitate instead of deciding on the spot or reaching out for guidance.
Unanswered Questions & Lingering Concerns
They're just one or two questions away from buying. However, they can't find an answer that satisfies them. They plan to reach out the next day, but life gets in the way, and they forget.
Value Hasn't Clicked On A Personal Level Yet
They’re 80% of the way there, but sometimes 80% isn't enough. They're searching for that one specific reason that makes it feel right and ties their whole decision together.
It's Not Just One Lost Customer, It's Much More.
Lost Customers → Lost Revenue
Their future spending disappears with them, cutting your income immediately.
Lost Revenue → Smaller Budgets
Less income means less capital to reinvest in growth or operations.
Smaller Budgets → Fewer Acquisitions
Tighter budgets make it harder to attract new customers or improve your offering.
Fewer Acquisitions → Fewer Repeats
Without new customers coming in, you have fewer people who can become loyal repeats.
Fewer Repeats → Further Loss
A shrinking customer base accelerates the decline, and the cycle continues.
Where Revenue Leaks & How We Help Fix It
Quiet Hesitation
Point of Sale
People are one or two questions away from buying but won't ask. We use retargeting ads, email sequences, and educational content to answer questions before they come up, turning hesitation into predictable sales.
Buyer's Remorse
Post Purchase
After purchase, new concerns emerge: "Did I make the right decision?" We build onboarding sequences that reassure them immediately, reinforcing their decision and keeping unnecessary doubt at bay.
Fading Interests
First 90 Days
After the initial excitement fades, customers look elsewhere for novelty instead of going deeper with you. We build follow-up systems that gather feedback, deliver hyper-relevant content, and sets the stage for future promotions, deepening the bond between your brand and your customer. It's harder to leave a relationship than it is to leave a company.
100% free—no credit card required.
What Happens When Your Processes Are Dialed in & Customers Stick
Better Margins
Keep more of every dollar you already earn.
Higher LTV
Earn more from the same customers.
Boost Repeat Business
Customers stick once buying from you becomes a habit.
Lower Ad Waste
No need to pay ad platforms to reacquire the same people.
Reduce Churn
Customers find it harder to leave a community than a company.
Clean Customer Segments
Know exactly where your next sale is coming from.
What To Do Now
Tell Us About Your Business
Click on the button below and send us a message. We'll respond within 24 hours to schedule a call.
We'll Map Your Revenue Opportunities
On a brief call, we'll walk through your customer lifecycle and create a map. Based on best practices, we'll where ready buyers slip away and customers don't return. Then, we'll make recommendations for each touchpoint based on best practices.
Receive A Custom Report In Your Inbox
You'll receive a custom map along with your recommendations. This will be tailored to your brand colors and logo, ready for internal use. Then choose to either execute with us or handle it in-house.
100% free—no credit card required.
Meet Reef - Your Friendly Tour Guide
Reef founded The Loyalty Handbook after working in customer service and later on managing CRM systems for clients as a freelancer. Witnessing firsthand how businesses lose predictable sales from both sides of the customer experience, he's now dedicated to supporting businesses earn and keep more of their hard-earned margins.
Client Feedback
1
Chris Malpas - Miracle Cushion
"He spent time understanding our business and products before working on our campaigns. We had a really good response from our customers from Reef's email campaigns. Very genuine and honest, which is hard to find nowadays. Thanks Reef."
2
Zen Adoyta - 305 Juicebar
"He shows high levels of care and quality and he has done a great job at meeting our needs. We look forward to working with you again Reef!"
3
Sarah Mussa - Azeenah
"We worked together on laying out a strategic plan and so far it has helped my business grow in many ways. His work is done with a great amount of consistency. Looking forward to continuing this journey with Reef."
4
Kevin EB - Elevated Business Solutions
"We’re glad to have Reef on board. His work’s been a solid boost to our marketing efforts."
5
Chris Barber - LA Barber Upholstery
"Reef is always going the extra mile. One of my favorite people to work with."
Pinpoint Where Buyers Stop In Their Journey With You
Find out where willing buyers hesitate, and fix them. Get your branded customer journey map today.
100% free—no credit card required.