Win-Back & Re-engagement

Revive dormant customer relationships with strategic win-back campaigns that reignite interest whilst providing compelling reasons to return and purchase again. Learn re-engagement strategy development, campaign timing, and incentive optimisation that brings lapsed customers back whilst maintaining profitability. From special offers to product updates, master the techniques that turn inactive customers into active buyers again.

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16th July 2026

Can Old-School Direct Mail Beat Email Marketing in Ecommerce?

with Daniel DunnfromPaperplanes

This episode is a masterclass in re-engaging customers who have gone quiet. Daniel Dunn's whole argument is that a big slice of your first-party database has stopped opening emails, and those people are prime for a physical nudge in the post. You'll learn how a win-back A4 mailer or a triggered postcard recovers customers that email and paid social simply can't reach, and why mail to warm, lapsed buyers pulls four to five times the response of email.

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16th Oct 2025Ken Rapp

Stop Losing Customers After They Click Buy Now

Ken discusses strategies for preventing customers from leaving in the first place, which directly relates to win-back tactics. The five-message rule—waiting to ask for reviews or send coupons until after delivering five value messages—prevents the early disengagement that typically requires win-back campaigns later. The episode covers how to maintain ongoing dialogue with customers through personalised journeys that adapt based on engagement levels, keeping them connected rather than needing to win them back.