Explore

Churn Marketing Follow-Up

Cancellation Interventions

Resubscriptions (Cancelled customers)

CRM efforts

Downsells: Generating a discount for people to come back

What is the trigger point for sending the email and do we have the ability to do it in Klaviyo?

Increasing the discount as time goes on

List out what we want and Matt & Kyle can come back with limitations

Would need a specific code

Need to know if this will build, if there are product exclusions, discount exclusions, discount amount - marketing to drive

Could align the offers with a holiday or significant date (e.g., Summer Solstice)

To start with a “we miss you” email to all customers that have cancelled (resubscribe effort)

Touch on subscriptions

Make discount 40% off first month of resubscription, specific to the customer, single-use

To confirm with Melanie that this 40% works

May make sense to only do on subscriptions, membership may not make sense because people will get a very cheap test

Supplement subscriptions only

Start in Mid-July

Go to everyone who has ever cancelled with us

Product team needs where we want this to stack, email list of cancelled customers

List is in Klaviyo, but is not dynamic

Shayna to send list of customers to exclude (e.g., people who’ve been very upset during cancellation)

Side effects

Can add information to the shipping email (”your x has shipped”) about ramping up supplements, taking with food, what to expect and when you’ll see results

Would be an interim step, with the eventual goal of a customized email

To send to anyone who has purchased a supplement

One email to be sent to everyone

This is sent when any supplement ships, may restrict the level of customization we can do

Kate would need a dynamic list of new Vitality subscribers and that we’re able to send it as it’s shipping to them

Would also require multiple different versions of the email and be very targeted on who receives what email

What happens if there are multiple supplements per order?

Kyle & Matt to try to tackle it and come back with any considerations

Order Confirmation Email

Question: Can we add additional wording that the tracking information will take a few days to update?

This wording should exist, team to look at this

Failed Payments

Proposal: Send discount to customers with failed payments

Need to know:

Discount amount, exclusions

Email send timing

Matt & Shayna to discuss offline how to address customers who update payment info after the 3rd try

Interventions

40% email to everyone who has cancelled

Decide on product & stacking exclusions

Email to everyone who is a first-time subscriber with supplements to include ramp up & take with food

Add to shipment email that updated information may occur up to 72 hours after

[TBD] Failed payments discount in email

Next Steps

Resubscriptions:

@Haley Benz

⁠

& Marketing team to pull together requirements for a one-time resubscription email to cancelled customers

Resubscriptions:

@Matt Schwartz

⁠

@Kyle Humphries

⁠

to evaluate resubscription requirements and come back with any limitations

Supplement Side Effects:

@Matt Schwartz

⁠

@Kyle Humphries

⁠

to see if we can create dynamic lists from Klaviyo per first time purchasers (first purchase w/in last 30 days) of specific supplements.

Failed Payments:

@Kate Twist

⁠

to discuss discount amount and email timing with Melanie

Failed Payments:

@Shayna Lans

⁠

and

@Jenna Feltes

⁠

to identify when customers are reaching out to CSAs to retry payment method

Want to print your doc?
This is not the way.

Try clicking the ··· in the right corner or using a keyboard shortcut (

CtrlP

) instead.