Digital Marketing

Customer Retention vs. Acquisition: Why Does Separating These Metrics Undermine Your Digital Profitability?

To discuss whether an e-commerce should invest in acquisition or retention is a misdiagnosis. From a structural perspective and in terms of impact on EBITDA, treating traffic acquisition and the repurchase cycle as independent variables is one of the main causes of operating margin loss. A scalable digital business does not choose between acquisition and retention; it integrates both dynamics. Without acquisition, there is no market volume, and without retention, there is no operating margin. The real challenge is to build an architecture where both strategies work toward a single metric of success: the LTV/CAC ratio.

Animal Care is driving its e-commerce business through direct sales and organic growth

ACWS - Animal Care, a Chilean company specializing in the distribution and marketing of pharmaceutical and nutritional products and critical supplies for animal welfare, was facing operational inefficiencies in its business architecture. Despite having a robust platform such as VTEX for its B2B and B2C, the digital channel operated in a fragmented manner: it functioned as a catalog for browsing and discovery, meaning that closing transactions depended critically on the manual and direct intervention of the offline sales team. By 2025, the business challenge was not about “gaining visibility,” but rather about solving an invisible margin problem: the high cost of acquisition and management (man-hours) required to process orders—a burden that the digital ecosystem needed to absorb natively.

Known Online took on comprehensive management of the digital marketing channel with a strategy focused on measurable results. The focus was on equipping the e-commerce with operational autonomy, improve lead generation, accelerate conversion, and strengthen its organic presence to ensure sustainable growth throughout the year.

The Opaline Case: Strategic SEO/GEO/AEO Achieves a 92.5% Increase in Revenue

Opaline, a well-established brand in the fashion e-commerce sector (fashion retail) sector, embarked on a digital transformation process with a critical financial and operational goal: to maximize the organic performance of its channel and mitigate at the source the risks associated with its technological migration to the VTEX platform. The project, launched in February 2025, required guided technical and strategic support to ensure that the infrastructure change would not erode existing visibility but would instead serve as a business catalyst. To this end, a strategy for information architecture and advanced semantic coverage was designed, focused on engaging the consumer throughout their entire decision-making cycle. The core of the work consisted of mapping and transforming informational search intent in the fashion sector into high-conversion transactional flows. Through this comprehensive SEO/GEO/AEO optimization, the strategy sought to consolidate the brand’s top-of-mind awareness and make the organic channel the first point of contact with qualified audiences. The ultimate goal was to build a proprietary digital asset capable of sustainably fueling and lowering conversion costs across the company’s entire commercial ecosystem, thereby reducing its structural dependence on paid advertising.

Atika sees a 50% increase in online sales and a 40% increase in e-commerce revenue

Atika, a Chilean company with more than 45 years of experience in the market for high-end wall and floor tiles, bathroom fixtures, and finishes for projects in architecture, design, and home, faced a strategic challenge related to its digital transformation. With four physical showrooms strategically located in Santiago, Viña del Mar, Concepción, and Puerto Varas, the brand has established itself as the undisputed leader for architects, construction companies, and private clients seeking premium products of European origin. Despite its solid reputation in the offline channel, the company needed to accelerate the performance of its online store, which ships throughout Chile. The goal was not merely to increase website traffic, but to establish the digital channel as an autonomous and profitable business unit, capable of attracting highly qualified audiences and sustainably reducing dependence on the traditional retail channel. To achieve this, Known Online designed a precision-targeted paid media strategy strategy aimed at capturing purchase intent during the inspiration and decision phases, transforming the advertising investment into a driver of profitability and scale.

Success Story: Carters and Over 120% Revenue Growth During Hot Sale 2026

Carters OshKosh, a leader in children’s , sought to boost the performance of its digital channel during one of the most competitive sales periods of the year. The goal was clear: to transform peak seasonal traffic into concrete business results, with a focus on revenue, conversions, and advertising efficiency. To achieve this, Known Online designed and executed a performance strategy aimed at maximizing the impact of media spending during the 2026 Hot Sale. The effort combined planning, execution, measurement, and continuous optimization to support the business in an environment of high demand and intense competition.

Success story: Automation that drives results, how Lo Valledor achieved a more agile commercial service

At Lo Valledor, a benchmark for more than 80 years in the wholesale distribution of meat in Chile, commercial efficiency is key to sustaining the level of service that its customers in the HORECA sector, the traditional channel and large distributors expect every day.

When his team decided to modernize the way it communicates with customers and prospects, a challenge arose: implementing an omnichannel system capable of automating campaigns , improving response times, and delivering relevant information in every interaction.

In this case study we tell you how we worked with Lo Valledor to organize their processes, enhance their digital communication and create a more agile and scalable commercial flow.

Success story: Farmacias Ahumada optimizes its catalog in only two weeks

Farmacias Ahumada is a well-known pharmacy chain in Latin America, dedicated to offering pharmaceutical and personal care products to its customers. In a highly competitive environment, the company faced the need to keep its product catalog updated and optimized to meet the demands of ecommerce. In order to improve the user experience and increase the organic visibility of the site, Farmacias Ahumada sought a solution based on SEO-focused cataloging that would allow them to manage their extensive catalog efficiently and effectively.

Farmacias Ahumada's business objective focused on accelerating its ability to launch new categories and products on its ecommerce platform, ensuring quality content that not only attracts customers, but also ranks favorably in search engines. However, the reality of managing the information coming from its suppliers showed serious obstacles on its path to optimization.

Success story: How O'Neill Chile transformed its automation channel and boosted its digital growth

This success story shows how O’Neill Chile, a brand with a legacy of more than 70 years of innovation and outdoor lifestyle, took a key step to strengthen its digital strategy: transforming its email marketing channel into an engine of sustained growth.

We accompanied O'Neill Chile in a comprehensive optimization process that combined advanced segmentation, strategic automations and intelligent audience synchronization to boost both their organic and paid efforts. The result: more relevant communications, more efficient campaigns and a direct impact on sales opportunities. We invite you to learn how we did it.

CRM: cómo la gestión de relaciones impulsa el crecimiento empresarial

En el mundo digital actual, entender al cliente es tan importante como venderle. Las empresas que logran conectar información, procesos y equipos alrededor de una misma vista del cliente son las que mejor responden a los nuevos hábitos de consumo.

La importancia de auditar las menciones de marca en el SEO moderno

En un ecosistema digital marcado por búsquedas cada vez más inteligentes, contextuales y potenciadas por IA, la reputación de marca dejó de depender únicamente de los backlinks. Hoy, las menciones de marca —con o sin enlace— se han convertido en señales esenciales para que los sistemas basados en inteligencia artificial comprendan quién es tu empresa, qué ofrece y cómo debería posicionarse frente a la competencia.