Lapsed customer re-engagement

Purpose

1.1. Re-engage American restaurant customers who have not visited or ordered within a specific period (e.g., 30, 60, 90 days).
1.2. Deliver timely, personalized offers or reminders through optimal communication channels.
1.3. Restore customer loyalty and increase repeat visits, targeting lapsed diners with tailored messaging based on past order preferences, visit frequency, or feedback.
1.4. Analyze engagement results and iterate offers for higher conversion.

Trigger Conditions

2.1. Customer record shows no orders or reservations after configurable threshold (e.g., 60 days of inactivity).
2.2. Flagged by CRM or POS system as inactives or “At Risk” profiles.
2.3. Anniversary or birthday occurring during lapse period for personalized offers.
2.4. Previous promotional offer unused by customer within validity window.

Platform Variants

3.1. Twilio SMS
• API: SendMessage – set recipient to lapsed customer mobile, message body includes promo or reminder.
3.2. SendGrid
• API: Mail Send v3 – configure recipient, subject “We Miss You!”, and personalized email body.
3.3. Mailchimp
• Function: Automated Customer Journey – trigger on subscription inactivity, send re-engagement series.
3.4. Salesforce Marketing Cloud
• Feature: Journey Builder – set “Contact Inactive X Days” as entry event, define target segment.
3.5. HubSpot
• Tool: Workflow Automation – auto-email to contacts meeting inactivity criteria, dynamic coupon codes.
3.6. ActiveCampaign
• Automation: “Last order date” trigger, send reactivation email and track opens/clicks.
3.7. Zendesk
• Trigger: Custom “Lapsed” tag, auto-ticket with follow-up template for manual or auto outbound.
3.8. Pipedrive
• Workflow Automation: Filter deals with lapsed contact date, schedule bulk follow-up emails/SMS.
3.9. Intercom
• Series: Automated Messenger Campaign to inactive user segment with visit incentives.
3.10. Facebook Business (Meta)
• Custom Audience: Upload lapsed emails/phones, launch targeted ads with comeback offer.
3.11. Google Ads
• Customer Match: Import lapsed emails to display responsive display ads.
3.12. Klaviyo
• Flow: “Winback” email flow triggered by no purchase after configurable period.
3.13. Square
• Marketing Campaign: “Inactive Customer” segment automated email or SMS.
3.14. Toast POS
• Loyalty Integration: Email/SMS promo on inactivity via Offers Campaigns module.
3.15. Shopify
• Workflow: Automation to email checkout abandoners and those with no purchase X days.
3.16. Zoho CRM
• Workflow Rule: Trigger email template to contacts with last purchase date > 60 days.
3.17. Oracle Eloqua
• Segment: “Lapsed Diner” dynamic list, campaign targeting via email/SMS connector.
3.18. Braze
• Canvas: Time-based inaction trigger, multi-channel outreach configuration.
3.19. Constant Contact
• Email Series: Schedule “We Miss You” templates for dormant subscribers.
3.20. Freshsales
• Workflow: No-contact in X days triggers “Win Back” sequence via email/SMS.

Benefits

4.1. Increases repeat visit rates and revenue by transforming dormant customers into active guests.
4.2. Improves customer satisfaction with personalized experience and relevant offers.
4.3. Reduces customer churn and acquisition costs by focusing on re-engagement.
4.4. Automates data-driven targeting, saving staff time and ensuring timely outreach.
4.5. Provides analytics to refine campaigns for optimal marketing ROI.