How One Brand Uses Multi-Touch Email to Win Back Lapsed Customers

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How One Brand Uses Multi-Touch Email to Win Back Lapsed Customers

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In this episode, Lucas and Luna dig into how a mid-sized DTC home goods brand used a five-email win-back sequence to reactivate 22% of customers who hadn't purchased in over a year. They walk through the specific timing—day 90, day 120, day 180, day 270, and day 365—and how each email's offer escalates from a simple reminder to a 25% discount to a 'we miss you' free-shipping code. Lucas breaks down the open rates and click-throughs at each stage, and Luna challenges whether the final 'last chance' email is worth the potential brand damage. The hosts also discuss how the brand used purchase history data to personalize the product recommendations in each email, and why the second email—the one with a customer testimonial—had the highest conversion rate. If you've ever wondered whether win-back campaigns actually work or just annoy people, this episode has real numbers and a clear verdict. #EmailMarketing #WinBackCampaign #LapsedCustomers #RetentionMarketing #CustomerReactivation #DTCBrands #HomeGoods #EmailSequence #Personalization #DiscountStrategy #OpenRates #ClickThroughRates #CustomerLifetimeValue #MarketingStrategy #BusinessPodcast #FexingoBusiness #Marketing #Podcast Keep every episode free: buymeacoffee.com/fexingo

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