Dispensary customer segment · Customer activity
Lapsed dispensary customers: win back shoppers gone 30+ days
Bring back the customers who have not been in for a month
The No purchase in 30+ days segment in Sticky Cards includes every dispensary customer with no completed purchase in the last 30 days.
This is your win-back list, and it works best while your store is still the one they think of first.
What is the No purchase in 30+ days segment?
Everyone here bought from you at least once and has not been back in 30 days or more. Some got busy. Some moved. Most simply fell out of the habit, and nothing has reminded them since.
The list rebuilds itself. A customer joins it the day they cross 30 days, and drops off the moment they buy again, so you are never sending a "we miss you" message to someone who came in yesterday. It is cumulative rather than a band: everyone in No purchase in 60+ days is also in this one.
Thirty days is early enough that you are paying for a reminder rather than a re-introduction. That is the whole advantage of this window, and it is why this list usually costs less per recovered customer than any other segment in the category.
How Sticky Cards builds this segment
- Category
- Customer activity
- Membership
- Dynamic, recalculated from your POS
- Find it in the app
- Customers > Segments > Customer Activity
Sticky Cards shows reach on four rows before you send: Loyalty, Email, SMS/MMS and Push. On a win-back list the email row is usually the largest and the SMS row is usually the one that pays. Read both before you decide, because the cheaper send is not always the one that brings anyone through the door.
What should a dispensary send to lapsed customers?
The 30-day nudgeSMS
One text, one reason to come in, no explaining. At 30 days the customer still knows your store, so a short message does the work that a long one would do at 90.
The what-you-missed emailEmail
Room to show the four or five things that landed since their last visit. Email carries the pictures, and SMS cannot do this job at any length.
The points-balance reminderPush
Push reaches the Sticky Card already in their wallet and draws no credits, which makes it the right channel for a message you want to repeat every month without paying for it twice.
The one-week follow-upEmail or SMS
Run it to whoever is still on the list a week later. Smaller audience, sharper offer, and the split between the two channels tells you which half of your lapsed list is actually reachable.
Ideas to try
Win-back play, three steps
Build it in Play Designer and trigger it on entry to this segment. Push on day one, email on day four, text on day nine. Anyone who buys exits the play, so nobody gets step three after they have already come back.
Sample subject line
Your points are still here
The restock blast
When something popular lands back on the shelf, send this segment a Campaign Blast about it. A reason to come in beats a discount, and it costs you nothing off the ticket.
Sample subject line
Back on the shelf since your last visit
The quiet text
No offer at all. Just a reason and a time. Run it against the half of the list that ignored your last discount, because those are the customers a discount was never going to move.
Sample text
It has been a minute. Your points are waiting and the shelf has changed. Show your card at the counter. Reply STOP to end.
The birthday catch
Cross this segment with Has Birthday This Month. Someone who has drifted and has a birthday coming is the easiest win on the list, and they deserve a warmer message than the standard win-back.
Sample subject line
A better reason to come back this month
Related segments to pair it with
- Last purchase 8-30 daysDon’t send toSet this as your exclusion. It is the exact inverse of this segment, and it is your insurance against a win-back message reaching a regular who came in on Tuesday.
- No purchase in 60+ daysThe next window out. Use it after this one has run, with a harder offer and a lower expectation.
- Repeat customer (2+ purchases)Cross the two to find lapsed regulars. These are the most valuable people on this list and they are worth a message of their own.
- Has LoyaltyEveryone here already holds a Sticky Card, so push is reach you have already paid for.
What to measure
Count how many people move off this segment and onto Last purchase 8-30 days in the two weeks after you send. That is the whole point of the campaign and your POS can settle it. Then look at revenue per recipient rather than open rate, and compare the SMS half against the email half before you decide where next month’s send goes.
Questions we get
How often does this segment update?
It updates continuously from your POS. A customer joins the day they pass 30 days without a purchase and leaves as soon as they buy again.
Should I use 30 days or 60 days?
Start at 30. The customer still remembers you, so a plain reminder often does the work and you keep your margin. Save the harder offer for the 60-day list, where you are buying back a habit that has already broken.
How is this different from a lapsed list I export from my POS?
The export is a snapshot that is stale by the afternoon. This one rebuilds itself, carries each customer’s channel consent, and shows you reach per channel before you send.
Can I keep it from reaching someone who just bought?
Yes. Add Last purchase 8-30 days under "Don’t send to" on the Campaign Blast.
See this segment running on your own customers
We connect your POS, build the list from your own orders, and walk you through the first campaign on it.
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