Knowledge BaseWin back customers
Dynamic customer lists find customers who stopped coming, and win-back workflows, emails, promo codes and empty slot alerts bring them back while consent gifts grow the share you can email.
Every venue loses customers without noticing. A first-timer never books again, a Tuesday regular stops after an injury, a member moves to the venue that opened closer to home. Most of them would come back if somebody asked at the right moment.
Start once you have a few hundred customers in Thril. The earlier you start, the fewer you need to win back.
The automated win-backs use workflows, a paid add-on. To get them, press I'm interested on the Workflows page in the dashboard, and Thril's sales team contacts you.
Lists of the people who left
Build customer lists of type Dynamic. Customers move on and off them as their bookings change, at each refresh. Two lists cover most venues:
| List | Filters |
|---|---|
| Came once, not since | No. of reservations equal to 1, Last reservation date more than 30 days ago |
| Lapsed regulars | No. of reservations more than 5, Last reservation date more than 60 days ago |
A studio uses Last event attended in place of the reservation date. Add Email marketing consent accepted to a list you will email. Its count then shows the people you can reach.
More customers you can email
A welcome offer with a Gift for marketing consent shows existing customers without consent a pass that gives them credits, a session card or a membership for turning email offers on. Set it up before the campaign, and the list you can reach grows from then on.
Win-back workflows
Two workflow templates do the first ask:
- Win back first-time visitors starts when a customer joins your "came once" list. It emails a personal promo code and gives staff a task to follow up if the code goes unused.
- Bring back lapsed players starts from two lists, such as lapsed regulars and players who keep missing bookings. It sends one of two emails, a comeback message or an event invitation, and stops for anyone who books. Staff get a task to call the rest.
Both wait months before they run again for the same customer. Set a Goal of Makes a reservation on both. The workflow then tells you how many came back. Change the discount and the wording to yours.
A monthly campaign
A marketing email to the list once a month does a simpler version. Pair it with a promo code whose Who can use the code is the same list, with a two-week active period and one use per customer. The code keeps the list as it was when you saved it. Make a new code for each month's campaign.
Free time instead of a discount
An empty slot alert rule for the lapsed list offers them free time on a day they might come. It costs you no discount, and a push about free time tonight reaches app users whatever their email consent.
Calls to your best customers
For your best customers, a phone call beats any template. A list with Lifetime value above an amount and Last reservation date more than 30 days ago is the list the owner calls personally. The workflows' staff tasks put these calls in the dashboard.
Returning customers
- Goal conversion on the workflows page shows the share of runs that reached their goal. Each workflow shows how many of its customers booked.
- Watch each list's size over time. A "came once" list that keeps growing means the problem is the first visit, and another code won't fix it.
- Customers in Statistics splits your customers into new, casual and loyal. Filter Customers and lists with the win-back list to see what those customers booked.
- A sent marketing email shows its open and click-through rates. The promo code's usage list shows who redeemed it.
- Rewards given on the welcome offer page counts the consent gifts. The consent filter on your lists shows the reachable share grow.
Cut no-shows
Payment up front, a cancellation deadline, reminders, queues and bans for repeat no-shows keep booked time and class spots in use, and statistics show the no-show rate.
Reservations
Venues sell time on courts, golf simulators, studios, rooms and gym floors in Thril. Customers book and pay online, and staff run the day from the reservation calendar.