A breakdown of the system Isaac Lewin created to turn everyday customer interactions into long-term loyalty, even with a small team and limited resources.

Hey everyone,

Welcome back for another bite to chew on.

There’s a part of your business that touches every single customer, yet almost no one treats it like a growth lever: customer service.

For Country Life Natural Foods, it became the centerpiece of retention.

When Isaac Lewin, Director of Sales & Business Development, joined the 40-year-old Michigan-based company, the brand had loyal customers but a scattered system. There were no automated flows, no consistent inbound process, and no reliable way to follow customers after their first purchase.

So he built a system that blended process with personality.

He calls it the Automation-to-Empathy Loop: a cycle built to scale care without slowing down.

It runs on four steps: Automate → Personalize → Respond → Learn → Repeat.

Let’s dive into how each works. 

On the Menu

You have leads coming in from forms, emails, or DMs—but you lose track of them. You spend more time chasing messages than closing them.

Sound familiar? 

That was Country Life before Isaac arrived. Wholesale customers would email or call to place bulk orders, and the team would manage everything manually. 

Without a centralized system, leads went missing and conversations stalled before they started.

Isaac’s first move was to build an automated inbound flow that worked without new software.

Automation did not replace the personal follow-up. It guaranteed it happened. 

Within months, more than 200 new business accounts came through the form.

It wasn’t complex automation. It was consistency. By using tools the team already had, Isaac created a reliable entry point for new customers without spending on ads or additional software.

If you are still tracking inquiries manually, start here:

Automation is not about removing people from the process. It is about removing the friction that keeps them from showing up. 

The easier you make it for your team to respond, the faster trust starts to build.

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After the basics were automated, Isaac shifted focus to what makes customers feel seen. 

Country Life’s customer base ranges from small businesses to families who have been buying their food for generations. The product itself; nuts, grains, bulk food, isn’t flashy, so the only way to stand out was to make every order feel like it came from a friend.

He designed a system that layered human touch on top of automation:

Those steps work because they create surprise. Most brands send another email; Country Life sends a person.

These touches are small, but they’re intentional. The automation creates space for Isaac and his team to do the things that matter most: talk to customers and make them feel seen.

Think about how your brand shows appreciation. 

Even one thoughtful action can shift how your brand is remembered.

Customer service at Country Life is guided by one rule: fix it fast and take care of people. 

The team runs on a refund-first policy. If something goes wrong, the default action is to replace the order or issue a refund immediately. No debate, no approval chain.

That might sound small, but it changes how people perceive the brand. 

Because the company sells food, mistakes are personal. A wrong product, a delay, or damaged packaging affects a family’s meal or a small store’s inventory. Fast resolutions build loyalty faster than any discount code.

To keep the process consistent, Isaac connected service data back to Klaviyo. Every issue is tagged by type—shipping, quality, billing—and once resolved, that tag updates the customer’s record. A follow-up message goes out a few weeks later to check in, turning what could have been a one-time fix into a relationship.

A few ways you can replicate this mindset:

Over time, this mindset has turned frustrated buyers into lifelong customers. It also improves retention metrics because it creates confidence: people know the brand will make it right.

Trust grows fastest when you do what other brands delay.

The last step of Isaac’s loop is where service turns into strategy.

Every ticket, call, and review becomes data.

Country Life uses Klaviyo as its single source of truth, tracking behavior across orders, refunds, and memberships.

Each insight feeds a real adjustment. 

For example, the team noticed that customers who reached their fourth purchase tended to stay for years. They used that pattern to build campaigns that encouraged customers toward that milestone with timely reminders and small moments of appreciation. They also tracked which products drove the most repeat orders and scheduled replenishment reminders based on typical usage cycles.

This continuous learning keeps the brand from guessing. Patterns become visible, and the team can adjust flows, messaging, and timing based on what customers are actually experiencing.

The lesson here is simple: if you don’t feed what you learn back into your systems, your service never compounds. 

Every time your team solves a problem or answers a question, capture that information. Tag it, track it, and use it to inform how you market and communicate next time.