Lapsed customers are your lowest-cost acquisition. They already know your brand. Our winback campaigns use data-driven segmentation and compelling offers to bring them back — before they are gone for good.
A winback (or re-engagement) campaign is a series of emails or SMS messages sent to customers who have not purchased in a defined period. The goal is to reactivate their interest and prompt another purchase before they churn completely.
Timing depends on your product's purchase cycle. For consumables, a winback trigger at 90 days might be appropriate. For higher-consideration purchases, 6–12 months. We recommend a tiered approach based on your specific repurchase data.
The most effective offers balance urgency and value without over-training customers to wait for discounts. We typically test free shipping, limited-time loyalty points, bundle offers and exclusive product access.
We segment by customer value — high-LTV customers get exclusive access or personalised messages, while lower-value segments receive a more modest incentive. Not every lapsed customer needs a 20% off code.
A sunset flow is a final sequence sent to long-term unengaged contacts giving them a last chance to re-engage before being suppressed or removed from your list — protecting email deliverability.
Book a free reactivation audit and find out how much revenue is sitting in your dormant customer list.