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Win Back At-Risk Customers
A comprehensive guide to identifying at-risk customers and bringing them back before losing them permanently
Why This Matters
Acquiring a new customer costs 5-25x more than retaining an existing one. At-risk customers have already shown interest in your products, making them easier to convince than completely new customers.
25%
increase in retention rate
5x
cheaper than acquiring new customers
60%
of at-risk customers can be recovered
How to Implement in Syncaty
1
Create the Segment
Go to Segmentation and create a new segment with these rules:
- •RFM Segment = "At Risk" or "Can't Lose"
- •Or: Last order more than 60 days ago
- •Exclude blocked customers
2
Analyze Behavior
Review customer data to understand past purchase patterns:
- •What products did they buy before?
- •What was their average order value?
- •When was their last interaction?
3
Create the Offer
Design a personalized offer based on their behavior:
- •15-20% discount on next order
- •Free shipping
- •Double loyalty points
4
Reach Out
Use n8n to automate outreach:
- •Send personalized email
- •Follow up with SMS after 3 days
- •Retarget through ads
Do's
- Personalize the message with customer name and favorite products
- Set a deadline for the offer (7-14 days)
- Test different offers on small segments
- Track results and adjust strategy
- Send at appropriate times (avoid weekends)
Don'ts
- Don't send generic, non-personalized messages
- Don't over-communicate (more than 2-3 times weekly)
- Don't offer discounts so large they hurt profitability
- Don't ignore customers who unsubscribed
- Don't use the same message for all customers
How Others Use This
Saudi Fashion Store
Recovered 23% of dormant customers in one monthSent 20% discount code with images of previously viewed products
Electronics Store
Increased repeat purchase rate by 35%Offered free extended warranty for returning customers
Beauty Store
Reduced churn rate by 40%Created "VIP Membership" program for at-risk customers
Advanced Tips
- Segment at-risk customers by value - focus on highest value first
- Use A/B testing to find the optimal discount percentage
- Monitor NPS score to understand why customers leave
- Create a multi-channel "We miss you" campaign