Start an automated journey when a customer exceeds a defined inactivity period, misses their usual return window, or enters an at-risk segment. Check for new purchases before each follow-up, and stop or change the journey when they return.

Send personalized emails showing available rewards, unused points, unfinished stamp cards, or benefits approaching expiry. Give customers a reason to return using value they already hold before issuing another incentive.

Compare permitted reminders, product suggestions, rewards, service gestures, and incentives using the customer’s history and current situation. Choose the action expected to make a worthwhile difference, including no action when an offer is unlikely to help.

Give staff approved ways to respond with a replacement, credit, reward, or other service benefit. Record the response against the customer and connect it to a follow-up journey, helping your team recover the relationship consistently.