WIN-BACK

Bring Back the Customers Who Stopped Coming

They did not leave in anger — they drifted. Your card already knows who they are and how long it has been. Here is the message that brings them back.

Check first

How Many Have Quietly Gone?

Take a quarter that has finished. How many customers visited in it, and how many of those have been back since?

Customers who visited that quarter How many of them have been back since

40%have not come back — about 168 people

Each dot is 1 in 40 of your customers. The faded ones stopped coming.

Your Dashboard has this without the arithmetic: churn rate compares the customers in the previous period with the ones who visited in this one.

Nine segments, one flow each

Not Everyone Who Drifts Deserves the Same Message

Your customers are sorted by how long it has been and how often they came. Pick a square to see what is worth sending — and who to leave alone.

0–30 days31–60 days61–90 days

8–12 visits 4–7 visits 1–3 visits

Still with youSlippingNearly gone

These are the segment names and default ranges in the platform. Both the days and the visit counts are yours to set — a café’s 60 days is a dentist’s six months.

Champions

Nothing to win back here

☕️Morning Beannow

Why people stop coming

Four Reasons They Drifted

Almost nobody decides to stop being your customer. Something quieter happens instead — and each one has an answer.

A new job, a move, a busy month. They did not choose anyone else — the habit just broke, and nothing has restarted it.

The fix: a Workflow that fires the moment they move into a segment that has gone quiet, with a message that assumes nothing is wrong. Most of this group comes back for a reminder alone.

How RFM segments work →

It is still in their wallet with six stamps on it. They have simply not thought about it since March.

The fix: give the reminder a deadline. Workflow Builder can fire on expiring stamps or expiring bonuses, which turns “someday” into “this week”.

How push notifications work →

One cold meal, one long wait, one rude moment. They never complained — they just stopped booking.

The fix: catch it before they drift. The feedback flow asks after a visit and brings low scores to you privately, while you can still fix it and say sorry properly.

How feedback collection works →

A new place opened on their route home. Nothing personal — convenience just moved.

The fix: make the return worth a detour. A Workflow can add points or stamps to their card as a comeback gift, so what waits for them is theirs already.

See the card types →

Your setup

Seven Things to Switch On

Tick them off as you go. Workflow Builder and push are on every plan.

0 of 7 done

Set the RFM ranges to your rhythmBoth the day ranges and the visit counts are yours. A coffee shop and a dentist should not call someone gone quiet after the same number of days.

Build one flow firstWorkflow Builder: Moved to RFM segment → Send push. One segment, one message. Add the rest later.

Add a Wait and a second messageIf the push goes unanswered, an email or SMS a few days later reaches people who never open notifications.

Put something in their handAn Accrue step adds points or stamps to the card, so the reward is already theirs when they read the message.

Use a deadline you already haveExpiring stamps and expiring bonuses are triggers of their own — an honest reason to come this week.

Connect email or SMSTwilio for SMS; Mailgun, SMTP or SendGrid for email. Without one, a flow can only reach people who still have the card installed.

Leave your recent customers outAdd a Condition so nobody who visited last week gets a “we miss you” message and a gift.

How you will know

Three Numbers on Your Dashboard

Win-back is slow to show. Compare quarters, not weeks.

Churn rate Customers from the previous period who did not visit in this one

The number this page is about. If your flows work, it falls while your customer count keeps growing.

Return rate Customers who visited during the period

Watch it in the weeks after a win-back flow goes live. A returning customer shows up here first.

Retention rate Repeat customers over 60, 120 or 240 days

The long view. Winning people back only counts if they stay this time — the 240-day window tells you whether they did.

For your kind of business

See It Set Up for Your Industry

Each page shows the card to start with and one customer’s first six months, step by step.

💇Beauty Salons 🩺Healthcare 🛎️Hospitality 🧰Professional Services 🍴️Restaurants 🛍️Retail 🏅Sports

Win-back questions

What Owners Ask Us

However long you decide. The platform ships with three recency bands — 0–30, 31–60 and 61–90 days — and three visit-count bands, and you can change both. Take your usual gap between visits and call someone gone quiet at roughly three times that.

Push first: it is free, unlimited, and lands on the lock screen — but only if the card is still installed. Email and SMS reach the rest, and need your own provider connected: Twilio for SMS, and Mailgun, SMTP or SendGrid for email. A flow can use all three, in that order, with Wait steps between.

It can, if everyone gets one. Keep gifts to the segments that are genuinely gone, add a Condition so recent visitors are excluded, and give points or stamps rather than a discount — they only cost you when the customer actually returns.

Not by push — that needs the card on their phone. If they gave an email address or number when they signed up, a mailing still reaches them, and it can carry the install link so they can add the card again.

Fewer than you hope, and more than none. Anyone promising you a number has not seen your business. Send one flow, wait a quarter, and read churn rate and return rate — on the Business plan, Loyalty AI holds back a control group so you can see the difference it made.

Send One Message to the People Who Drifted

Workflow Builder is on every plan, and push is free and unlimited. Try it for 14 days — no card needed.

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