Customer Win-back Emails
Churned Customer Win-back Email Template
Winning back churned customers is often easier than acquiring new ones. They already know you. This template acknowledges the past while highlighting whats changed.
Subject Line Options
Things have changed at {{company}}Wed love a second chance, {{firstName}}Quick update since you leftNew at {{company}} - thought youd want to knowMiss having you as a customerEmail Template
Hi {{firstName}},
I noticed you stopped using {{product}} {{timeframe}} ago, and I wanted to reach out.
First - we appreciate that you gave us a try, and understand things dont always work out.
Since then, weve made some changes that address {{common reason for churn}}:
- {{Improvement 1}}
- {{Improvement 2}}
- {{Improvement 3}}
{{Optional: offer - e.g., "Wed love to offer you [discount/extended trial] to give us another look."}}
Would you be open to a quick call to discuss what didnt work and whether the changes weve made might help?
Best,
{{yourName}}Replace items in {{brackets}} with your specific information.
Why This Template Works
- Acknowledges they left without being defensive
- Shows you listened and made improvements
- Offers concrete changes, not just promises
- Provides incentive to return
Best Practices
- -Wait 2-3 months after churn before reaching out
- -Only mention improvements if genuinely relevant
- -Offer a meaningful incentive to return
- -Be genuine - dont be pushy about coming back
When to Use
- 2-3+ months after customer churns
- When youve made meaningful improvements
- When you understand why they left
When NOT to Use
- Immediately after churn (too soon)
- When nothing has changed
- If they left due to fundamental fit issues
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