How a Pet Food Brand Uses SMS to Recover Lapsed Customers

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How a Pet Food Brand Uses SMS to Recover Lapsed Customers

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In this episode of The Retention Marketing Podcast, Lucas and Luna explore how a pet food brand called PetPlate used a targeted SMS reactivation campaign to win back customers who hadn't ordered in over 90 days. By segmenting lapsed customers by their previous purchase frequency and sending a two-message sequence with a personalized 25% discount offer, PetPlate recovered 18% of the lapsed segment within 30 days. Lucas breaks down the specific timing, offer structure, and copywriting choices that made the campaign work, while Luna questions whether SMS is the right channel for pet food — a category where customers might be more emotionally attached to their pets than to the brand. The episode also discusses how PetPlate used order history data to tailor the discount amount and how they handled unsubscribes gracefully. If you're running a subscription or repeat-purchase brand and wondering whether SMS can bring back customers who've gone silent, this episode offers a concrete playbook. #RetentionMarketing #EmailMarketing #SMSMarketing #LoyaltyPrograms #RepeatCustomers #PetPlate #PetFood #ReactivationCampaign #CustomerLoyalty #SMSStrategy #MarketingPodcast #FexingoBusiness #BusinessPodcast #LapsedCustomers #WinBack #DiscountStrategy #Personalization #CustomerSegmentation Keep every episode free: buymeacoffee.com/fexingo

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