What is a We Miss You reward?

Every business has them: people who came in regularly for months, then stopped. They didn’t fall out with you. They moved desk, changed route, or just drifted.

We Miss You is the campaign aimed at exactly those people, and its main virtue is that it runs on its own.

Find it in your dashboard under Loyalty Program → We Miss You.

Why this one matters more than it sounds

Winning back someone who already liked you is easier than finding someone new. They know where you are, they know what they like, and they have a card with stamps already on it.

It is also the campaign nobody ever gets round to doing by hand. Noticing that a particular regular has stopped coming requires looking, and nobody looks. Automating it is the whole point.

Three things it can send

You choose what a lapsed customer receives:

A message. Simply getting back in front of them. Cheapest option, and often enough — plenty of people just forgot.

A free stamp. Progress on their card without spending anything. Psychologically effective because it makes the reward feel closer than when they left, and it costs you nothing unless they return.

A reward. The strongest offer — something free or discounted waiting for them. Use when the gap is long enough that a nudge alone won’t do it.

Start with a stamp or a message. A reward is the expensive option and there is no point discounting to people who would have come back anyway.

Who it goes to

The campaign runs against an audience, and the dashboard tracks how many people are in it. That number is worth looking at before you send anything — it tells you how big your lapsed group actually is, which is usually a more sobering figure than owners expect.

If you want tighter control over who counts as lapsed, build the group yourself with Custom Audiences using the days-since-last-stamp filter.

Getting the timing right

Too soon and you’re nagging people who were coming anyway. Too late and the habit is gone.

The right gap depends on how often a normal customer visits. For a café where regulars come several times a week, three or four weeks of silence is meaningful. For a salon on a six-to-eight week cycle, three weeks is nothing and three months is late.

A rough rule: about double a normal visit interval. Whatever your regulars’ usual gap is, wait until roughly twice that before deciding someone has drifted.

Campaign states

A campaign can be active, in progress, or archived. Archiving keeps the record rather than deleting it, so you can stop one without losing what it was.

Related

• Custom Audiences — defining precisely who counts as lapsed
• Custom Alerts — being told when someone completes a card