Customer Win-Back Engine — Re-Engage Customers Who Drifted

Win-back eligibility brief — illustrative supplied facts

A: lapse threshold met, but marketing opt-out fails eligibility. Suppress marketing win-back; do not bypass the opt-out through another channel.

B: lapse threshold and supplied email-consent facts present, but unresolved complaint requires coordinated service recovery. Do not send a generic promotional sequence. Confirm complaint ownership and permitted recovery communication separately.

C: potentially eligible under supplied rule, consent and no-known-issue context. Recheck current consent, suppression, recent purchase/reactivation and relevance immediately before any authorized send. Reason for lapse remains unknown; behavior alone does not establish motive.

Strategy for C: value reminder or preference choice before incentives. No discount recommendation because margin, offer costs and incremental economics are unknown.

Review-only message: “If our products are still relevant to you, we’d be glad to help you find what fits your needs now. You can update your preferences or choose not to receive these messages.” Adapt to approved brand wording and actual unsubscribe mechanism; no fabricated urgency or claim that the customer misses the brand.

Proposed experiment: compare a permitted value-reminder message with an eligible holdout, defining the reactivation event and measuring net contribution and repeat retention, not only clicks. Sample size and expected conversion are unknown.

Stop rules: opt-out, complaint, suppression, recent reactivation, sequence exhausted or lack of ongoing relevance. Limit attempts; respect a graceful end.

Execution notes: no consent database accessed, customer contacted, offer issued or campaign launched. Eligibility is conditional on current verification.