Nuqta
Retention Engine

Win-Back Playbook

Re-engage dormant users before they're gone forever. Automated sequences that bring users back at 5-10x the cost of acquiring new ones.

3,100
At-Risk Users
28%
Avg Win-Back Rate
AED 8
Cost to Win-Back
5x
ROI vs New Acquisition

Churn Segmentation

Churn Prediction Model

Our model identifies at-risk users BEFORE they churn, allowing proactive intervention. Users with a churn score above 60 enter the win-back sequence automatically.

35%

Decreased transaction frequency

50%+ drop vs previous month

25%

Stopped opening push notifications

<10% open rate last 2 weeks

20%

No app opens in 7 days

Previously opened 3+ times/week

10%

Unsubscribed from emails

Recent opt-out

10%

Negative review/feedback

In-app rating <3 stars

Model accuracy:78% precision|False positive rate:12%

Win-Back Campaigns

We Miss You

At-Risk

Trigger: Day 14 no activity

8x ROI
AED 0.50/user
Message Preview
Your coins are waiting! 🪙

Hey [Name], we noticed you haven't visited in a while. Your Golden Coins are lonely! Come back and earn 100 bonus coins on your next purchase.

PushEmail
Offer: 100 bonus coins on next purchase+25% return rate

Expiring Coins Alert

At-Risk

Trigger: Day 21 + coins expiring in 7 days

15x ROI
AED 0.30/user
Message Preview
⚠️ 500 coins expiring in 7 days!

[Name], you have 500 Golden Coins worth AED 25 that will expire on [Date]. Don't let them go to waste!

PushSMSEmail
Offer: None (loss aversion)+40% return rate

New Merchant Alert

Dormant

Trigger: Day 35 + new merchant in their area

5x ROI
AED 1.00/user
Message Preview
🆕 New spot just opened near you!

[Merchant Name] just joined Nuqta! Be one of the first to try them and earn DOUBLE coins for the next 7 days.

PushEmail
Offer: 2x coins at new merchant+30% return rate

Personal Best Challenge

Dormant

Trigger: Day 45

4x ROI
AED 2.50/user
Message Preview
Can you beat your record? 🏆

Last month you earned [X] coins. This month, if you beat that, we'll give you 500 BONUS coins on top!

PushEmailIn-app
Offer: 500 bonus coins for beating last month+35% return rate

VIP Rescue

Dormant

Trigger: Day 50 + was high-value user

3x ROI
AED 39/user
Message Preview
A special gift for you, [Name] ✨

We miss having you as one of our top members! Here's 1 month of Nuqta+ FREE - enjoy 2x coins and exclusive deals.

Personal callWhatsAppEmail
Offer: Free Nuqta+ for 1 month+50% return rate

Honest Feedback

Churned

Trigger: Day 65

2x ROI
AED 25/user
Message Preview
We want to improve - can you help?

Hi [Name], we noticed you stopped using Nuqta. We'd love to know why. Complete this 2-min survey and get AED 25 credit.

EmailSMS
Offer: AED 25 credit for survey+15% return rate + insights

Fresh Start

Churned

Trigger: Day 75

3x ROI
AED 5/user
Message Preview
A lot has changed! Come see 👀

Hi [Name], we've added [X] new merchants, [Y] new features, and improved [Z]. Here's 1000 coins to welcome you back!

Email
Offer: 1000 welcome-back coins+10% return rate

Final Offer

Lost

Trigger: Day 90

1.5x ROI
AED 100/user
Message Preview
One last thing before we say goodbye...

Hi [Name], it looks like Nuqta isn't for you anymore. Before we archive your account, here's our BEST offer: 2000 coins + 3 months Nuqta+ FREE.

Email
Offer: Best offer we can give+5% return rate

Automated Win-Back Sequences

Standard Win-Back

21 days
28%
Conversion Rate
Day 1
Push: Soft reminder
Push
Day 3
Email: We miss you + 100 coins
Email
Day 7
Push: New merchant nearby
Push
Day 10
SMS: Coins expiring warning
SMS
Day 14
Email: Personal challenge
Email
Day 21
Final push: Best offer
Push + Email

VIP Win-Back

14 days
45%
Conversion Rate
Day 1
WhatsApp: Personal message
WhatsApp
Day 3
Call: Check-in from team
Phone
Day 5
Email: Exclusive VIP offer
Email
Day 7
Gift: Free Nuqta+ activation
In-app
Day 14
Final: Handwritten note offer
Email

Churn Reasons & Solutions

35%
Not enough merchants nearbyimplemented

Solution: Geo-targeted win-back when new merchant opens

25%
Forgot about the appimplementing

Solution: Streak rewards + weekly digest email

20%
Rewards too slowimplemented

Solution: Nuqta+ 2x coins + accelerator campaigns

10%
Technical issuesproposed

Solution: Proactive outreach when errors detected

7%
Switched to competitorproposed

Solution: Competitive offer + feature comparison

3%
Left UAEproposed

Solution: Account pause option + return offer

Win-Back Message Templates

Push Notification
"🪙 Your 500 coins miss you! Use them before [Date]"
"🆕 [Merchant] just joined! 2x coins for you →"
"🎁 We have a surprise for you inside!"
SMS
"Nuqta: Your coins expire in 7 days! Don't lose AED 25. Use now: nuqta.app/u/[code]"
"Nuqta: 500 bonus coins waiting for you! Valid 48hrs: nuqta.app/u/[code]"
WhatsApp (VIP)
"Hi [Name]! This is [Rep] from Nuqta. We noticed you haven't visited in a while. Is everything okay? We'd love to help if there's anything we can do! 💛"

Win-Back Best Practices

✓ DO

  • • Personalize with user's name & history
  • • Create urgency (expiring coins)
  • • Start with soft touch, escalate offers
  • • Include clear value proposition
  • • Make returning effortless (deep links)
  • • A/B test every campaign

✗ DON'T

  • • Send too many messages (max 2/week)
  • • Be desperate or aggressive
  • • Give best offer first
  • • Ignore channel preferences
  • • Forget to measure attribution
  • • Send at bad times (late night)

📊 Key Metrics

  • • Win-back rate by segment
  • • Cost per reactivated user
  • • LTV of won-back users
  • • Channel effectiveness
  • • Offer redemption rate
  • • Time to reactivation