This strategy re-engages customers who are showing signs of slowing down or whose predicted churn date is approaching. It combines personalized content, feedback requests, and commercial incentives, adjusting each action according to the contact's level of risk and customer value.
The goal is not to immediately offer the highest discount to everyone, but to use the most appropriate approach: start with relevant content and personalized offers, then gradually introduce stronger incentives only if the contact does not return to making purchases.
You can use the following tactics individually or combine them within the same automation flow.
Limited-time offer with a strong incentive
This tactic is designed for contacts with a high risk of churn and an imminent predicted churn date. It is a last-minute recovery attempt: it may reduce the margin on a single sale, but it helps preserve the relationship with customers who are at risk of being lost.
Send a compelling offer with a short expiration period, such as 48 or 72 hours. It may include a high-value discount, cashback, a free gift, or an exclusive benefit. Accompany the offer with a direct message, a clear sense of urgency, and, if appropriate, a reminder shortly before it expires.
To avoid training customers to wait for discounts, exclude contacts who have already received similar offers within a defined period, such as the last 6 or 12 months.
How to implement it in magnews
Create a recurring daily automation flow with an entry filter that selects contacts in the Imminent churn segment who have not been contacted recently.
Add a Send message node to deliver an email or SMS containing the offer, then add a reminder for contacts who have not converted before the offer expires.
What should the message contain? A high-value discount, cashback, or a free gift with a 48–72 hour expiration.
What tone should you use? An emotional message (for example, "We miss you") combined with a clear sense of urgency.
At the end of the automation flow, add outcome nodes to track:
- Reactivated contacts: contacts who made a purchase thanks to the automation flow.
- Lost customers: contacts who did not respond and eventually moved into the Lost customers (churned) segment despite entering the automation flow.
You can also add a Wait for message interaction node (if you have sent a message) to evaluate how contacts respond. This helps you distinguish contacts who no longer react to your communications from those who are still engaged.
Multi-step nurturing with progressively stronger incentives
This tactic guides at-risk contacts before they reach a critical stage. The goal is to bring them back to making purchases while preserving as much margin as possible: start with useful content or personalized offers, then gradually increase the incentive only if there are no signs of re-engagement.
The sequence can alternate different types of messages, such as a feedback request, a reminder about relevant products, and finally a moderate offer. End the journey as soon as the contact makes a purchase, completes the desired action, or moves to a lower-risk churn segment.
How to implement it in magnews
Create a recurring automation flow with an entry filter that selects contacts in the At-risk segment who have not been contacted in the last 12 months.
Add waiting periods between messages, checks on the contact's segment or conversions, and alternative paths for contacts who become active again.
Insert filters between interactions to measure the effectiveness of each message.
Use additional filters to verify that contacts have not changed status during the journey—for example, that they have not already reactivated or, conversely, stopped responding to communications.
If a contact moves to a different churn segment while progressing through the automation flow, the communication sequence should stop.
This tactic can also include feedback collection or re-engagement offers based on the contact's past behavior.
Surveys and feedback
Ask contacts why they are no longer purchasing or what would make your offer more valuable to them. Their answers help identify recurring obstacles, such as price, product selection, communication frequency, or customer experience.
You can offer a small reward in exchange for completing the survey, without turning it into a generic promotion. The information collected can also determine which message or incentive the contact receives next.
How to implement it in magnews
Send an email that links to a survey and save the responses in contact fields. Then use those responses to segment your contacts and send more relevant follow-up communications.
Product reminders
Remind contacts about products, categories, or content that match their previous interests, without immediately offering a financial incentive. This tactic is useful when customers have not necessarily lost interest, but have simply postponed or interrupted their next purchase.
You can recommend frequently purchased categories, products that are back in stock, consumable products that may need replenishing, or new items related to their previous interests. Avoid overly generic suggestions: the relevance of the message is the main driver of success.
How to implement it in magnews
Create a dynamic email featuring products or categories based on each contact's purchases and preferences. Add it to the automation flow before introducing a discount.
Survey with a feedback-based offer
This tactic combines listening with a targeted incentive. It is useful when you want to understand the reason behind a customer's declining engagement before taking action, while also recognizing the time they spend providing feedback.
The offer should be directly related to the feedback received. For example, you could recommend a different product category to contacts who report losing interest in their usual products, or offer a benefit on their next order to customers who identify price or delivery times as barriers to purchasing.
Avoid making the incentive the only reason to complete the survey. Explain that their responses will help you improve future communications and offers.
How to implement it in magnews
Create an automation flow that sends a survey to at-risk contacts and assigns a tag or contact field value based on their responses. After the survey is completed, send the offer or content that best matches the reason they provided.
Category reminders, restocks, and new arrivals
This tactic rekindles a contact's interest through timely and relevant recommendations. It works well for customers who have reduced their purchasing frequency but still show interest in specific categories, products, or content.
You can remind them about a category they frequently purchase from, notify them when a previously viewed or purchased product is back in stock, suggest replenishing a consumable product, or introduce a new product that matches their interests. Every message should address a genuine customer need rather than simply showcase your catalog.
How to implement it in magnews
Create audiences based on purchase history, customer interests, or product availability, then run a recurring automation flow. Send personalized emails with dynamic content and stop the journey as soon as the contact makes a purchase.
Timely, moderate incentives
This tactic offers a modest incentive as soon as the first signs of churn appear, without waiting until the contact is close to leaving. It is suitable for contacts with a moderate or high churn risk who still have a good chance of re-engaging with a light-touch intervention.
The incentive could be a small discount, free shipping, bonus loyalty points, or an exclusive service. The key is to deliver it at the right moment, based on the customer's behavior—for example, when they exceed their usual time between purchases.
How to implement it in magnews
Create an automation flow that targets contacts in the At-risk or Customers to monitor segments. Send a message with a moderate incentive and verify whether the contact converts before starting any further communications.
Cross-selling complementary products
This tactic increases the perceived value of the customer relationship by recommending products or services that complement previous purchases. In some cases, churn is not caused by dissatisfaction, but simply because customers do not see a good reason to return.
Recommend products that genuinely match the contact's purchase history, such as accessories, spare parts, additional services, products that meet the same need, or solutions for the next stage of their customer journey. Avoid suggesting items they have recently purchased or offers that do not match their interests.
How to implement it in magnews
Create an audience of contacts whose purchasing frequency is declining, then use an automation flow or automated communication to send personalized cross-sell recommendations. Track conversions to identify which combinations are most effective at re-engaging customers.