Census Use Case

How to win back lost customers with a winback email

Increase loyalty and grow your business by identifying and re-engaging churned customers. ✓ Mailchimp ✓ HubSpot ✓ ActiveCampaign ✓ More


For most B2B, B2C, and e-commerce companies alike, churned customers likely represent the majority of the customer database. This presents a huge opportunity to increase revenues if successfully re-engaged – and email is a great medium for this.

Re-engaging churned customers with a “win back” email is a great way to increase customer loyalty and retain sales. A win back email is an email that you send to a customer who hasn't made a purchase or engaged with your business for a while, with the goal of encouraging them to become an active customer again. 

Existing customers are already primed to buy from your brand, so you don’t want to let them slip through the cracks. You can personalize your win back emails to these churned customers using tactics like:

  • “We miss you!” subject lines
  • Offering them an incentive or discount
  • Showing that you care
  • Introducing new features
  • Reminding them why they signed up in the first place

Use Case

In order to send personalized win back emails, you need a centralized data hub that offers a single source of truth on customers’ behavior and history across channels. Let’s face it: An integrated customer experience begins with an integrated tech stack. 

That’s where Census data activation comes in. Census helps every business team access the 360° customer data in the data warehouse, so you always have the freshest data at your fingertips.

Here’s how to set up a winback email:

1. Connect your data source

  • This can be a data warehouse like Snowflake, BigQuery, Redshift, or Databricks
  • Or a database like Postgres, SQL Server, or MySQL

2. Connect your destination application. We have integrations with over 100+ SaaS tools, including email tools like Braze, Iterable, HubSpot, ActiveCampaign, and MailChimp.

3. Map fields to sync customer data. You can even use a custom audience list created in Census Segments.

4. Using this audience list, we recommend sending 5 emails for a truly effective win-back email campaign. That includes:

  1. The “hello” win-back email
  2. The incentive win-back email
  3. The feedback win-back email
  4. The cleaning-house win-back email
  5. The unsubscribe win-back email

Feeling uninspired? Check out these email winback email examples that you can glean some inspiration from.

Destination Guides

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