Winning back a past customer is usually cheaper than finding a new one. They already know you; often they just forgot.
Who is “inactive”?
It depends on how often people normally buy:
| Business | Inactive after |
|---|---|
| Restaurant or café | 1–2 months |
| Salon | 2–3 months |
| Online fashion store | 4–6 months |
| Dental clinic (check-ups) | 6–12 months |
A three-step win-back
- We miss you: a friendly reminder, plus what is new.
- An incentive: a discount, free add-on or loyalty points.
- Last chance: the offer is ending, with a gentle goodbye.
Example message
Hi Pooja, it has been a while since your last visit! We have added new hair spa treatments this season. Here is 15% off your next appointment, valid until 30 November. Book on WhatsApp: [link]
Choose the right incentive
Make sure the offer still leaves profit. Calculate it with our discount calculator.
Use email and WhatsApp together
Email for longer content and offers; WhatsApp for short, personal reminders to people who opted in.
Learn from those who do not return
Ask a simple question: “Was there anything we could have done better?” The answers are valuable.
See the value
Use our retention calculator to see what better retention is worth.
Want the full picture? This article is part of Email marketing: the complete guide, our in-depth guide with everything in one place.
