The challenge
Hearth & Harvest, a specialty food brand on Shopify, was losing customers silently. By the time their 90-day win-back email fired, most lapsing customers had already found alternatives.
The brand was spending on acquisition to replace customers they could have retained.
The approach
Cadence identified customers entering the lapse window — 30 to 60 days after their expected reorder date — and triggered personalized win-back emails with modest, product-specific offers.
Each email referenced the customer’s actual purchase history and linked to a one-tap cart with their usual items plus the welcome-back offer applied.
The results
- $142K in recovered revenue from customers who would have churned permanently
- 47 customers saved from permanent churn in the first quarter alone
- 10% average discount on win-back offers — vs 20%+ on their previous generic campaigns
- Cadence paid for itself in the first month
Key takeaway
“We were waiting too long to win customers back. Catching them at 45 days instead of 90 made all the difference — and we didn’t have to discount as deeply.” — Elena Rodriguez, VP Marketing