THE OPERATOR'S HANDBOOK
A regular email on retention, customer psychology, and building eCommerce brands properly. Written by me, for operators who already know enough to want the layer underneath.
I created Retention Engineering & work with Shopify brands at $1M+/month. I’m also building GRAW AI alongside it. The Handbook is where I write down what I actually think about the work: the brands I see up close, the patterns most operators miss, and the real version of building these companies.
Actionable, useful information.
The actual numbers behind the wins. What we built, what worked, what didn't, and what the engagement looked like underneath. Not the cherry-picked screenshots — the full story.
Honest reads on what to plan for ahead of BFCM, Q4, post-Christmas, and the rest of the eCommerce calendar. What we're doing for clients, what's worth copying, what's a trap.
What a healthy agency-client relationship looks like from the inside. Onboarding, reporting, what we won't do, where the friction usually shows up, and how we handle it. So you can compare it to your current setup.
I created RE as a methodology, and most of the deeper writing on what it is, why it works, and what it actually changes for a brand lives in the newsletter. If you want to understand it properly, this is the long-form version.
Hit reply to any email and it comes straight to me. I read every one and respond to the ones I can. The kind of 2-way conversation with the founder you'd never get from a corporate newsletter.
The hiring calls, the pricing decisions, the technical builds on GRAW, the moments things nearly came apart. The version of building you usually only hear about in private.
Founders and operators at Shopify brands who already know retention should be doing more than it is. People who’ve built something real and want sharper thinking, not more tips.
If you’re looking for “5 ways to improve your open rate,” this isn’t it. If you want to see/to know how a person who does this for a living actually thinks about it — it is.
No spam. Unsubscribe anytime.
— Jack
