Customer Reactivation
The process of re-engaging lapsed or inactive clients through targeted outreach to bring them back for repeat bookings.
Definition
Customer reactivation (also called client win-back or re-engagement) is a retention strategy that identifies clients who have stopped booking and attempts to bring them back through personalized outreach. In service businesses, 60–70% of revenue comes from repeat clients, making reactivation one of the highest-ROI marketing activities. The process involves detecting lapsed clients (those who have exceeded their typical booking interval), segmenting them by value and recency, crafting personalized messages referencing their history, and delivering the outreach via the client's preferred channel. AI-powered reactivation automates this entire workflow — monitoring booking patterns, detecting lapse, personalizing messages, and sending them at optimal times.
Examples of Customer Reactivation
A salon detects that a monthly client hasn't booked in 7 weeks and sends a 'We miss you' text with a rebooking link
A dental practice sends a recall email to patients overdue for their 6-month cleaning
A fitness studio offers a 20% comeback discount to members who haven't attended in 60 days
A coaching business sends a personalized check-in to clients whose quarterly sessions have lapsed
Why Customer Reactivation Matters
Acquiring a new client costs 5–7x more than retaining an existing one. Yet most businesses have no system to detect when clients drift away. Customer reactivation catches lapsed clients before they're gone for good, recovering revenue that would otherwise require expensive new-client acquisition to replace.
How SchedulingKit Handles Customer Reactivation
SchedulingKit automatically detects lapsed clients based on their individual booking patterns. It sends personalized reactivation messages via email, SMS, or WhatsApp with one-click rebooking links. Track recovery rates and revenue recaptured from each campaign.
Try SchedulingKit FreeCommon Questions About Customer Reactivation
When is a client considered 'lapsed'?
It varies by business. SchedulingKit uses each client's personal pattern — if they typically book every 4 weeks, they're flagged at 6 weeks. Thresholds are configurable.
How many reactivation messages should I send?
2–3 messages over 4–6 weeks is typical. More than that risks feeling spammy. The system stops automatically when a client rebooks or opts out.
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