Win-back Campaign
Definition
A win-back campaign targets customers who bought before but have gone quiet, typically after 30, 60, or 90 days without an order. It usually runs as an automated sequence: a reminder, then an offer, then a last-chance message. Because these customers already know the store, win-back costs far less than acquiring a new buyer.
Why it matters for your store
A customer who bought once has already done the hard part: found you, trusted you, and paid. Losing them to silence wastes that. Win-back is the cheapest way to add an order, because there is no acquisition cost and the message goes to someone with a proven interest.
The timing depends on what you sell. Coffee runs out in a month; a coat does not. The sequence should start when the natural repurchase moment has passed, not before. And the offer should escalate slowly. A reminder first, then something new, and only then a discount, so you do not teach loyal customers to wait for coupons.
Every step is a marketing message and needs consent.
How Kambloo handles it
A nightly job looks for customers whose last paid order is older than 30, 60, or 90 days and starts the matching automation. The default sequence is an email reminder, then an email with a single-use coupon, then an SMS as a final step. You can change the delays, the channels, the content, and the discount, or switch a step off.
Each run is recorded with the customer and, if they return, the order it produced. The automation funnel widget shows runs, completions, and conversion per automation.
Win-back is one trigger in a wider lifecycle catalog: welcome sequence, thanks after the first order, birthday coupon, back-in-stock notice, price-drop alert for wishlisted items, and review request after delivery. Every message in every sequence passes the consent check first, so nothing marketing-related goes to a customer without İYS consent.
Questions about Win-back Campaign
When should a win-back sequence start?
After the customer's normal repurchase interval has passed. For consumables that may be 30 days; for furniture it may be a year. Starting too early annoys customers who were going to return anyway.
Should every win-back message include a discount?
No. Start with a plain reminder or new arrivals. Add an offer only in later steps, so customers who would have returned at full price are not trained to wait for coupons.