Lapsed customers re-engaged with outreach that acknowledges the gap
Subscription wellness service, direct-to-consumer, ongoing churn management challenge
The situation before
The company had a substantial base of churned subscribers — people who had cancelled or let their subscription lapse but hadn't explicitly said they'd never return. Standard win-back campaigns were generic discount emails that converted poorly and trained customers to wait for the discount.
What was built
An agent that segments the lapsed customer base by tenure, cancellation reason (captured at offboarding), and time since last activity. For each segment, it generates a win-back message that acknowledges the specific reason they left (if captured) and leads with a relevant product or programme update rather than a discount. Customers who had cited price as a cancellation reason receive a targeted offer; others receive a content-led re-engagement message. Responses are tracked and customers who re-engage are handed to the retention team for a follow-up conversation.
See it in action
Demo coming soon
A walkthrough of this scenario — how the agent runs, what the output looks like, and how the handoff to your team works. Content to be added before launch.
What changed
Win-back rate improved relative to the prior generic campaign. The content-led approach (vs. discount-first) showed a meaningful improvement in 90-day re-subscriber retention among those who returned. [Specific win-back conversion rate and retention comparison — metric TBD]
More in this category
Returning customers receive recommendations based on what they've actually bought
Specialty home goods retailer, online-first, strong repeat customer base
Repeat customers were receiving the same email campaigns as first-time buyers — same promotions, same product spotlights, same generic copy. The marketing team knew this was wrong but lacked the setup to run truly individual recommendations at any real scale.
Renewals reached proactively — with context from the prior year's service
Insurance agency, mid-size, large book of personal and commercial lines
Renewal season required a significant portion of the account management team's time — contacting every client ahead of renewal to review coverage, flag changes, and retain the relationship. The volume was high enough that some clients were getting a generic renewal notice email rather than a personal conversation, which was increasing non-renewal rates at the margins.