The shop didn’t notice. The system did. Follow one lapsed customer through the exact journey that brings her — and dozens like her — back through the door.
Maya bought the oat stoneware dinner set ($142) three months ago and opted into texts at checkout. She hasn’t been back since. Overnight, the system moves her into the 90-day lapsed segment and queues her win-back — no human involved.
Short, warm, personal — and it lands at 10 AM on a weekday, when Maya is planning her weekend. The code is single-use and tied to her number, so it can’t leak onto coupon sites. One tap at the register applies it.
Saturday afternoon, Maya shows the text at the register. The cashier sees her name on the win-back list and greets her by it — a small moment that feels like the shop remembered her. She buys a Belgian linen throw ($96) as a gift, using HAVEN15.
Every lapsed customer climbs the same escalating ladder. Early nudges are gentle; the offer grows only as the silence does. Anyone who buys at any rung steps off the ladder instantly.
The soft nudge. “New arrivals just landed — we set aside a few pieces in your style. Pop in this week?” No discount, just a reason.
Most 30-day lapses are forgetfulness, not disloyalty. A reminder beats a coupon — and protects margin.
The warm invitation. “We miss you! 10% off this weekend, on us — show this text: HAVEN10.”
Two months of silence needs a concrete reason to return. 10% is enough to act on, small enough to stay profitable.
The win-back. “It’s been 90 days — here’s 15% off anything this week: HAVEN15.” Maya’s rung.
The classic danger zone. A meaningful discount now costs far less than replacing the customer later.
The last touch. “Should we keep in touch? Reply STOP anytime — or tell us what you’d love to see in store.” No offer, just a question.
Respects the customer, cleans the list, and the replies are pure gold: real reasons people drifted, in their own words.
Conservative numbers for a single-location home-goods shop. Every figure below is deliberately modest — the point is that even the cautious version pays.
The morning after her return visit, the review engine asks for a Google review — and replies to it the second it lands.