Set up a “We miss you” campaign

“We miss you” is one of the automations that bring customers back. Once it’s on, it checks every morning for customers who are late for their usual visit, or away for a number of days you choose, and puts a gift on their card to bring them back. Each absence gets one gift, so nobody receives it every day they stay away. The customer retention page follows one regular through a month of going quiet and coming back.

Set it up

1. In Automations, choose the card if you run several, and tap Set up beside “We miss you”, then Set it up.
2. Check the parts of the draft, described below.
3. Tap Turn on.

Before you turn it on, the page estimates how many customers it would reach on its first morning. Set up all on the Automations screen switches it on with the others in one go.

When a customer has been away

Choose when the gift goes out:

• When they’re late for their usual visit: smart timing, from each customer’s own habit. A customer who has visited at least twice is late once twice their usual gap between visits has passed since the last one, at least 7 days and at most 180. Someone who comes weekly is missed sooner than someone who comes monthly. Customers with a single visit are left to Welcome back.
• When they start slipping away: once customers have been away for the slipping-away days of your visit rhythm.
• When they’ve gone quiet: once they’ve been away for its gone-quiet days.
• After a number of days you choose: Days without a visit, from 7 to 365. Pick a little more than your regulars’ usual gap between visits.

New drafts go by each customer’s habit. While it follows your rhythm, changing the rhythm in Settings changes it too. Until you pick a rhythm, your trade’s decides its days:

A visit to any of your cards counts. A customer who still comes in for your lunch card hasn’t lapsed just because they stopped using your coffee card.

It isn’t kept to visit-rhythm groups, because it already reaches customers who stayed away. Under Who it’s for, you can keep it to some customers, for example your top tier or the regulars of one outlet, with a gift that suits them. Those outside it get nothing for that absence. More in bring customers back with campaigns.

What they get

Under What they get, choose:

• A reward, such as “Free coffee” (the draft names a treat for your trade). Set Use within to 7, 14, 30 or 90 days, or No time limit. New drafts give 14 days.
• Bonus stamps, from 1 to 10, added to their card straight away.

A reward with a short use-by date works well here: it gives people a reason to come back soon rather than someday.

The note

Under Basics, Note to customers (optional) is up to 140 characters shown with the gift on their card and in the wallet alert. The draft says “We’ve missed you! Here’s a little something for your next visit.” The campaign’s Name is only for you and your team.

When gifts go out

It runs once a day and sends that day’s gifts by 09:00 in your business’s timezone. When you first turn it on, customers who have been away for up to 60 days longer than your setting also get a gift, so the people who drifted off recently aren’t missed.

After a customer gets the gift, they won’t get another until they’ve visited and then been late or away again. Nobody gets more than one automated gift or message in 7 days: if another automation gave them something this week, theirs waits for a later morning, and is dropped if they come back first. A customer who still has an unused gift from a campaign gets no new one; Reward reminder nudges them about it instead.

Under Measure it, Keep 1 in 10 back as a test group is on for new drafts once your business has 1,000 customers or more: one customer in ten gets nothing, so you can see whether the gift brings more back than would have come anyway. See run automations that bring customers back.

Watching it work

Its page shows Is it working?, comparing who came back within 14 days with and without the gift, then Given, Used for a reward, Skipped with reasons, and each recipient. Last morning run says when it last ran. In Insights, the Customers by visit rhythm section shows how many customers are slipping away, and a tip suggests turning on “We miss you” when many are. See read your numbers in Insights.

Pause or end it

Pause stops new gifts until you Resume. End it stops it for good. Gifts already given stay on customers’ cards either way. Bring customers back with campaigns explains the rest of a campaign’s page.