# Win back customers (/en/businesses/playbooks/win-back-customers)

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.

<Callout>
  The automated win-backs use [workflows](/businesses/marketing/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.
</Callout>

---

## Lists of the people who left [#lists-of-the-people-who-left]

Build [customer lists](/businesses/marketing/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 [#more-customers-you-can-email]

A [welcome offer](/businesses/marketing/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 [#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-monthly-campaign]

A marketing [email](/businesses/marketing/emails) to the list once a month does a simpler version. Pair it with a [promo code](/businesses/marketing/promo-codes) 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 [#free-time-instead-of-a-discount]

An [empty slot alert](/businesses/reservations/empty-slot-alerts) 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 [#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 [#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](/businesses/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.