Customer Win-back
Reconnect with customers who stopped returning.
Identifies customers whose gap since their last visit is unusual compared with their own history, then sends a relevant, owner-approved invitation. Unresolved complaints, opted-out contacts and customers already contacted too often are excluded before anything is prepared.
A real customer situation
A salon regular who normally comes in every six weeks has not returned for four months. Another lapsed customer has an unresolved complaint about her last colour and should hear from the manager, not receive a discount text.
Where the owner wants to be
Lapsed regulars get one relevant invitation and can book straight away, while complaints go to a person and opted-out customers are never contacted. The owner sees who came back and why each customer was included or excluded.
What it handles
- Calculates lapse against each customer’s own visit interval
- Explains why every customer is eligible, deferred or excluded
- Sends only offers from the owner’s approved list
- Interprets replies: books interested customers, routes unhappy ones to staff
- Ends the sequence on booking, opt-out, no reply or staff takeover
What it deliberately does not do
- Never sends a promotion to a customer with an open complaint
- Never invents discounts or changes offer terms
- Never contacts opted-out customers or exceeds the contact frequency cap
Interactive demo
Try it with sample data
No sign-up needed. Pick a scenario, change the inputs, then play the customer and the owner. The right-hand panel only shows what the workflow actually recorded.
Interactive simulation using a sample salon customer list and booking calendar. No messages are sent and no real appointment is created.
Choose a scenario
Six-weekly regular, last seen four months ago. Eligible for an approved invitation.
Calculated from their own visit history.
Across all campaigns. Cap is 2.
Customer side · SMS thread with the customer
Press “Run scenario” to start. Every message and record here comes from sample data.
Workflow and harness
How Customer Win-back runs
Reference schematic for the proposed workflow. Blue steps do the work, purple paths handle exceptions and returns, and amber checks are the harness controls that a step cannot pass without.
Overview — business stages
Read the full flow as text
- Detect unusual lapse (business step)
Lapse if weeks since last visit > 1.5× their own usual interval. Output: Lapse calculation. Leads to: Check eligibility and complaints. - Check eligibility and complaints (business step)
Permission, open complaints, frequency cap. Output: Eligible / excluded / deferred with reason. Leads to: Choose relevant approved invitation; Open complaint. - Choose relevant approved invitation (business step)
Pick from approved offer list only. Output: Invitation with offer code. Leads to: Send and interpret reply. - Send and interpret reply (business step)
Max 2 messages, 7 days apart; classify interested / unhappy / not interested / stop. Output: Classified reply. Leads to: Book return or assign recovery; Not ready; Opt out. - Book return or assign recovery (business step)
Calendar write for bookings; staff task for recovery. Output: Booking reference or staff task. Leads to: Record outcome and stop sequence. - Record outcome and stop sequence (business step)
Any outcome cancels pending reminders. Output: Closed campaign with reason. - Open complaint (exception or return path)
Suppress promotion; create complaint follow-up task. Output: Staff task. Leads to: Book return or assign recovery (service recovery). - Not ready (exception or return path)
No further messages this cycle. Output: Dated later eligibility check. Leads to: Detect unusual lapse (later eligible check). - Opt out (exception or return path)
Stop now and exclude from all later campaigns. Output: Suppression record. - Permission and exclusions (harness check)
Opted-out and open complaints excluded; max 2 promotional contacts per 30 days. Output: Pass / blocked with reason. Leads to: Check eligibility and complaints (required check). - Offer approval (harness check)
Offer code must exist in the approved list with its limits. Output: Approved offer. Leads to: Choose relevant approved invitation (required check). - Shared contact history (harness check)
Write outcome so every campaign sees it; booking ends sequence. Output: Closed sequence entry. Leads to: Record outcome and stop sequence (required check).
Harness controls
- Consent and suppression checks before any message is prepared
- Contact frequency cap shared across all campaigns
- Only owner-approved discounts and invitation templates
- Complaints and unhappy replies handled by a person
- Cross-campaign coordination through shared contact history
Systems and data
Production uses customer purchase history, the complaints log, the booking system and an eligible messaging channel. The demo uses five fictional salon customers, a sample calendar and an outbox that holds every message.
Demo boundary
External calls, customer messages, payments and business writes use synthetic fixtures and an on-screen outbox. The demo shows only verified demo state. Custom production connections are a paid implementation deliverable.
What gets delivered
The records your business receives
Reactivation booking
Confirmed return visit with booking reference, service, slot and the approved offer applied.
Staff follow-up task
Complaint or unhappy-reply task assigned to a named person with the reason, and promotion suppressed until it closes.
Eligibility and campaign record
Lapse calculation, exclusions checked, messages sent against the limit and the closing reason in shared contact history.
Custom deployment
Configured for your business during a paid implementation. Integrations are confirmed during discovery, never assumed.
Your business rules
- Lapse thresholds per service and customer history
- Approved invitations and discount limits
- Complaint, opt-out and frequency-cap exclusions shared across campaigns
- Who handles complaints and unhappy replies
- Holdout group size for measuring incremental return visits
Systems we connect
Measurement
We measure completed business against a baseline, not messages sent. No results are promised before discovery.
Business results
- Incremental completed return visits, estimated against a holdout group that receives no invitation in a real pilot
- Contribution from returning customers net of discounts
- Complaints resolved before any promotion
Operational reliability
- Promotions sent to customers with open complaints (target: zero)
- Messages sent after opt-out or above the frequency cap (target: zero)
- Reminders sent after a booking (target: zero)
Want this finding the lapsed customers in your own booking system?
Book a call about Customer Win-back. We start with discovery: your current process, volumes, systems and who handles exceptions. The proposal then defines the integrations, approvals and acceptance tests before anything goes live.