Win Back Cancelled Subscribers

Overview

Some readers who cancel would stay for the right offer. This journey waits a week after a cancellation, checks whether the reader came back on their own, and if not sends an offer by email and in their notification bell, and tells your CRM.

Cancels a subscription → Wait 7 days → In segment "Active subscribers"?
                                        ├─ Yes → End
                                        └─ No  → Send Email: Offer → Send Notification → Call Webhook: CRM

Before you start

• A segment of active subscribers: in Audience Operation → Segmentation, create a segment with Subscription Status equals active. See Segments.
• An offer: create a coupon and an email template Come back offer that links to it.
• A notification: under Notifications, create one with the same offer and turn on Journeys only, so only readers in the journey see it.
• Your CRM endpoint (optional): add it under Connect → HTTP Webhook.

Build the journey

1. Go to Audience Operation → Journey → New Journey. Name it Win back, pick your project and choose In the background.
2. Click the first step: When an event happens, Start when a user Cancels a subscription, and Entry Every time it happens, so a reader who cancels again later gets the offer again.
3. Add a Wait of 7 days.
4. Add a Yes/No Split on Whether they are in a segment, with Active subscribers. Readers who resubscribed take Yes, and the journey ends for them.
5. On the No path, add:
   • Send Email with the Come back offer template
   • Send Notification with your offer notification
   • Call Webhook with your CRM endpoint, and Send the profile too turned on
6. Click Publish.

Measure

The journey shows how many readers cancelled, how many came back without an offer, and how many opened and clicked the offer email. The Conversions section of the Audience Overview shows the subscriptions that followed.

Ideas

• Add a Random Split before the offer to test two discounts, and compare clicks on each path.
• Tag readers who got the offer with Add Tag, so you don't offer them the same discount twice.
• Start a second journey on Renews a subscription to thank long-standing subscribers.