Retention Strategies to Win Back Lapsing Guests at the Right Time

Retention & Re-engagement Strategies​

Create campaigns specifically designed for customers who appear to be lapsing. A lapsed user recall series is designed to prevent guests from lapsing out of the program. A 3-part series will help increase frequency and win back those guests who may be on their way out of the program.

Outreach	Contact Inverval	Strategy
1st	~1 week prior to the average purchase threshold	Drive Frequency and re-establish contact through all communication channels.
2nd	1-2 weeks after your average purchase threshold	Incentivize guests to return and gift them with a reward after they visit within a designated time frame.
3rd	Triggered at 2-3 times the average purchase threshold	Provide a special offer to the customer to encourage their return to your business.

When should I reach out?

To determine when a guest begins to lapse for your business, you will need to calculate your Visit Frequency and Average Days Between Order. You can find this information on your Dashboard.

90 Days / 3.61 Avg Visits = 25 Days

In the last 90 days, guests make a purchase every 25 days. You will use this to determine when to begin reaching out to your guests.

3-Part Recall Series Configuration

Utilize a 3-part series to drive frequency and win back those guests who may be on their way out of the program!

Segmentation	Offer
Segment Type: Checkins and Profile Details Guests with 1 or more Loyalty Checkins AND Guests Onboarded NOT WITHIN N days to today​ To only target guests who have started their loyalty journey, you have the option to target guests with one or more loyalty visit.​ ​If you have a journey in place for new guests, you can target those guests who have been in your program for over X days.	Line Item Selectors 2nd Outreach:​ No LIS required as this is 20% off entire check​​ 3rd Outreach:​ LIS for all entrees that will qualify for this offer.

Redeemables 2nd Outreach:​ 20% Off Your Next Purchase! (Triggered after the guest checks in)​ 3rd Outreach:​ BOGO Entrees

Segment Configuration

We want to make sure that we only target guests who have visited our business at least one time and have not recently signed up (we may be targeting them in the Journey to 3rd visit).​

In order to target these guests, we will create a segment combining a Checkin and Profile Details Segment.

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• Make sure to use Total Loyalty Checkins. This means the guest made a checkin at your business.
• "At least 1" targets guests who started their loyalty journey.
  Note: You can increase this value for higher frequency guests.
• Use the operator AND to ensure that the guests fall into BOTH segments.
• Onboarding Date will filter for guests based on signup date.
• To exclude guests from a certain timeframe, use the Not Within Duration and N Days to Today Value.​​