EmailOmnichannel

Personalized Reengagement Journey

Win Back High-Value Customers With a Personalized, Omnichannel Journey

Reengage customers who have purchased multiple times but are now at risk of lapsing with a fully automated, omnichannel reactivation flow. Target shoppers whose time since last purchase exceeds their typical buying cycle, reconnect with them through Ad Audiences, mobile push notifications, email, and SMS, and offer discount incentives to motivate their next purchase. Use the accompanying evaluation dashboard to track campaign performance, customer behavior, and revenue impact.

Channel

Products:

Marketing Automation

Industries:

Ecommerce Retail Travel & Transporation

Goal:

Reactivate Customers

Metrics:

Active Subscribers CLTV Retention Rate

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Why Marketers Turn to Bloomreach for Lapsing Customer Winback

Generic reengagement campaigns treat all lapsed customers the same, missing critical differences in buying patterns. Manual segmentation can’t scale across thousands of customers with unique purchase cycles. Bloomreach’s marketing automation solution automatically calculates each customer’s average repurchase time and triggers personalized winback journeys when they exceed it. You reach customers through their preferred channels — email, push, SMS, and ad retargeting — with tailored incentives based on their value. This intelligent approach reactivates high-value customers at exactly the right moment.

Get Inspired: Deploy Personalized Reengagement Journeys Fast

Omnichannel

Personalized Reengagement Journey

Prebuilt Use Case

Win back high-value customers with an intelligent scenario that calculates each person’s average repurchase time and triggers when they exceed it by 7-9 days. Bloomreach automatically segments customers who’ve made at least two purchases, then reaches them through their preferred channels in priority order — email first, then mobile push, SMS, and simultaneous ad retargeting on Meta, TikTok, and Google.

Each communication includes personalized discount incentives tailored to customer value. For example, a customer who typically repurchases every 60 days receives their first winback email on day 68, followed by push notifications and SMS at strategic intervals if they haven’t converted. The journey continuously checks for purchases and automatically exits customers who buy, ensuring relevant messaging while maximizing lifetime value through coordinated omnichannel touchpoints.

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"Generic lapsed-customer campaigns miss the mark because every customer has unique buying patterns. By personalizing timing and discount based on repurchase cycles, brands like PrettyLittleThing have achieved 133% higher revenue per push notification and 112% more orders."

How It Works

Calculate individual customer repurchase cycles based on their historical purchase data to determine optimal reengagement timing.

Trigger the journey when customers exceed their average repurchase timeline by a defined threshold (e.g., 7-9 days overdue).

Send the first communication via their preferred channel based on consent — prioritizing email, then push notifications, then SMS.

Include personalized incentives like discount codes to motivate immediate action and drive repurchase behavior.

Deploy omnichannel follow-up messages across different channels with strategic timing intervals to maximize engagement.

Continuously monitor for purchases and automatically exclude customers who convert to prevent message fatigue.

Track performance through evaluation dashboards measuring campaign effectiveness, customer behavior, and revenue impact.

Einzelhandel Mode Mode 133%

PrettyLittleThing personalisiert die Reengagement-Journey mit Bloomreach

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Campaigns Built Using Omnichannel Winback Personalization

PrettyLittleThing’s successful implementation of marketing automation with Bloomreach demonstrates the power of personalized reengagement journeys. By calculating each customer’s typical repurchase cycle and triggering communications when they exceeded it, PrettyLittleThing reached customers at exactly the right moment through their preferred channels. As a result, the brand achieved a 133% increase in revenue per mobile push notification, 112% more orders, and 123% higher conversions from reengagement campaigns — transforming its strategy from generic to truly individualized.

Target Audience for Automated Reengagement Journeys

Fashion and apparel brands with repeat customers showing irregular purchase patterns, beauty and cosmetics retailers with subscription-style buying behavior, gaming companies reactivating dormant players, travel and hospitality brands targeting returning guests and travelers, sports organizations renewing memberships and ticket packages, and financial services companies preventing customer churn. Particularly valuable for businesses with established customer bases seeking to maximize lifetime value, omnichannel brands needing coordinated messaging, and subscription-based companies where retention drives profitability.