This episode, featuring e-commerce retention experts Chase Dimond and Jimmy Kim, provides actionable strategies for implementing effective winback campaigns. It emphasizes leveraging email and SMS to re-engage lapsed customers and highlights the importance of data-driven approaches to retention. Operators will learn practical tactics to reactivate customer segments and boost customer lifetime value.
Win-Backs Are Broken Because Everyone Treats Them Like One ThingMost brands treat "win-back" like it's one flow. On this week's show, Jimmy Kim and Chase Dimond argue that's the exact reason win-backs underperform almost everywhere, because a win-back is actually two completely different problems wearing the same name.They break down the two buckets every brand needs to separate: the lapsed customer (someone who already bought and proved their intent) and the lapsed prospect (someone who joined your list but never converted). Treating them the same doesn't just waste a message, it actively hurts both.What we cover:→ Why a lapsed customer deserves patience, not a panic discount→ The ladder approach to winning back customers without training them to wait for a sale→ Why a lapsed prospect's intent has a shelf life, and why speed matters more than anything→ Why being aggressive with a cold prospect is the right move, not a risky one→ Why unengaged prospects need to be sunset, and how holding onto them hurts your deliverability for everyone else→ How to measure the two buckets differently instead of judging them by the same metricIf your win-back flow is just a single "we miss you" email going out to everyone who's gone quiet, this episode explains exactly why it's not working the way you think it is.Thank you our SPONSORS of the show who allow us to share valuable and free information to you every week: Omnisend is an all in one eCommerce email and SMS marketing automation platform that enables marketers to engage customers and drive sales through personalized experiences. https://www.omnisend.com/sendit/Retention.com helps ecommerce brands turn anonymous website visitors into opted-in email subscribers, making it easy to grow your list with flexible, pay-as-you-go pricing. https://Retention.com?utm_source=send_it&utm_medium=podcastAllan helps you run your email marketing program like your ads! Leveraging AI, you ca