How One Brand Uses Multi-Touch Email to Win Back Lapsed Customers

The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers · Jun 28, 2026 · 8m · transcript

In this episode, Lucas and Luna dig into how a mid-sized DTC home goods brand used a five-email win-back sequence to reactivate 22% of customers who hadn't purchased in over a year. They walk through the specific timing—day 90, day 120, day 180, day 270, and day 365—and how each email's offer escalates from a simple reminder to a 25% discount to a 'we miss you' free-shipping code. Lucas breaks down the open rates and click-throughs at each stage, and Luna challenges whether the final 'last chance' email is worth the potential brand damage. The hosts also discuss…