A 5% increase in customer retention can increase business revenue by 25-95%, yet most businesses under-invest in retention. With XLerate’s workflows “Member expired” and "Member cancelled", you can automatically engage with expired and cancelled members to win them back. This is a great opportunity to remind them of their journey with you, the benefits of being part of your community, and incentivize them to stay (possibly with a well-timed discount or free service).
To access the workflows, you can go to Connect > Messages tab. There you’ll see the “Member expired” and "Member cancelled" workflows on the Messages list, alongside an XLerate tag to easily identify it. From here you can activate the flows and it will automatically show our pre-defined templates. Note that you need SMS credits for the SMSs to be active and sent.
To customise the messages in these workflow, you must first click on them. From there, you will see:
- Flow Start rule: the workflow targets any member with an active unlimited membership that has expired or cancelled, respectively
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Flow Stop rule: the workflow stops if the member has a new membership (including trial memberships) or credit pack. PAYG is excluded.
- The sequence of messages set up
- The "Add message" button, allowing you to add new emails, SMS, and push notifications to the sequence of messages
You can then click on each individual message and edit its content accordingly.
Please Note
- Restricted, roaming, and group memberships aren't targeted by the workflow in this release
If you have any issues with the above, please contact our Support team.
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