Reveni and 21Nova: the trust that drives repeat customers

Some brands are worn, quoted, defended in conversation and waited for. People queue for a drop, keep the packaging, tell a friend or their whole social community. That kind of relationship is never built by a product on its own. It is built by brands that put the customer at the centre of everything they do, focus on unique experiences, including the parts nobody sees, and it rests on trust: knowing this brand will treat you well, before your first ever purchase and long after it. Reveni and 21Nova are partnering to help those brands protect that trust across the entire journey. A customer who trusts you does not simply come back. They bring people with them, and that is very powerful for driving true profitable growth.

Why are Reveni and 21Nova partnering?

We have the same mission and many brands already trust both. Scuffers, EME Studios, Morrison and Pompeii, rely on 21Nova as much as they rely on Reveni, and the brands that come to either of us tend to look alike: inspiring, customer-first, and aware that a relationship is won in the details rather than declared in a campaign. 21Nova is a performance and growth marketing agency for aspirational ecommerce brands, working across paid media, creative strategy and analytics. Reveni runs the operational experience those customers seek. Together, their combined expertise and unique offering generate a competitive advantage, with a single priority: that the brand earns the customer's trust at every point, from the moment they first hear about it to long after they have paid.

How does a brand earn trust when the customer is buying without seeing the product?

Transparency by default before and after purchase:

• Avoid nasty surprises, such as showing the full price at checkout, so customers anywhere in the world are sure that full amount is paid
• Provide proactive personalised information; allow customers to see where their parcels are and ask questions at any time of the day, embrace on brand AI agents and enhanced tracking experiences.
• Trust your customers to do the right thing, make them feel special: Instead of having a customer wait for an exchange or refund, which typically generates a negative experience, offer the exchange and refund instantly, even before the product is shipped back to the brand

Our latest report on the state of returns shows how little room there is for error: 92% of shoppers say they would not buy from a retailer again after a poor experience, and 89% check for information, such as returns terms and conditions, before they buy at all.

What does this mean for brands working with either team?

Brands can achieve true customer lifetime value through 21Nova marketing expertise and Revenis unique end-to-end operational trust building solutions.

"Our goal is to extend the work 21Nova does with the brand to acquire long term loyal customer. We believe that customers fall in love with brands, through their values and end to end customer experience. At Reveni we aim to build customer trust through transparent pre and post purchase experiences, that create wow moments and make customer come back and bring others along. We’re very excited to collaborate with 21Nova and bring the best to more forward thinking brands”
Kevin Paiser, VP Lead Generation at Reveni

“Most brands measure growth at the moment of purchase. We measure it at the second one. Every return that ends as a refund, every order a customer can't track, quietly raises what it really cost to acquire them. Working with Reveni lets us close that gap, so the growth we generate in acquisition is still there months later."
Juan Pablo Ospina, Business and Operations Manager at 21Nova

Frequently asked questions

What does the Reveni and 21Nova partnership cover?

Reveni and 21Nova work together across the full customer relationship. 21Nova handles paid media, creative strategy and growth for aspirational ecommerce brands, and Reveni handles the experience those customers meet: pre-purchase guidance, virtual try-on experiences, duties and cross-border compliance at checkout, smart personalised order tracking and instant refunds and exchanges at zero risk for brands.

Which parts of the customer journey does Reveni cover?

Reveni covers four stages. Tailor answers shopper questions before checkout, cross-border calculation shows duties and taxes before payment, Smart Tracking keeps customers informed in transit, and Instant resolves refunds and exchanges in seconds with Reveni carrying the risk rather than the brand.