Dispensary customer segment · Engagement
Inactive but opted-in: dispensary customers gone 60+ days you can still reach
Permission you have, attention you do not
The Inactive but opted-in to comms segment in Sticky Cards includes every dispensary customer with no purchase in 60 or more days whose communications are still enabled.
Customers who said yes and stopped listening. This list needs a decision more than it needs a campaign.
What is the Inactive but opted-in to comms segment?
Everyone here has not bought in 60 or more days and still has communications enabled. They are on your list, they count in your reach numbers, and they have stopped acting on what you send.
This is the segment that quietly distorts everything else. It inflates the audience figures you plan against, it drags on your email delivery, and on text it costs credits every time you send wide. A store that never looks at it will slowly find its campaigns underperforming with no obvious cause.
It needs a decision rather than a campaign. Either you make one real attempt to bring them back, or you stop sending to them. Continuing to include them in every send while hoping is the one option that costs you something every month and changes nothing.
How Sticky Cards builds this segment
- Category
- Engagement
- Membership
- Dynamic, recalculated from your POS
- Find it in the app
- Customers > Segments > Engagement
Look at how this segment sits inside each of your four reach rows. Wherever it is a large share, the headline reach number for that channel is flattering you, and the plan you build on it will underdeliver for reasons that never show up in the campaign report.
What should a dispensary send to inactive subscribers?
The one real attemptEmail
A single well-made message, better than your routine sends, with a genuine reason to come back. If your best effort does not move them, you have your answer.
The re-permission askEmail
Ask plainly whether they still want to hear from you and act on what they say. It shrinks the list and improves every send afterwards.
The balance reminderPush
Cross with the members holding unused points. A balance is the strongest reason to return you have, it is already theirs, and push costs nothing to send.
The retirementNone
Not a send. After the attempt, stop including them. That is the campaign, and it is the one most stores never run.
Ideas to try
The last-chance sequence
Build a short play in Play Designer: one good message, a reminder a week later, then an exit. Anyone who engages rejoins your healthy segments on their own. Anyone who does not has answered the question.
Sample subject line
Worth one more look?
The unused-points crossing
Cross this segment with Never Redeemed Reward. Someone who is quiet and sitting on a balance has a reason to come back that you have already paid for, and it costs nothing to tell them.
Sample text
You have a balance waiting on your card that has never been used. Show it at the counter any time. Reply STOP to end.
The standing exclusion
Add this segment under "Don’t send to" on routine campaigns while you decide. It keeps your reporting honest and your delivery healthy without committing you to removing anyone yet.
Sample subject line
No subject line: this one is a setting, not a send
The honest reach number
Subtract this segment from each of your channel reach figures once. The result is what you can actually reach, and it is the number your plans should be built on.
Sample subject line
No subject line: this one is a number you correct
Related segments to pair it with
- Never Redeemed RewardCross them for quiet members holding unused points. The best last-chance audience in your account, because the reason to come back is already theirs.
- No purchase in 60+ daysHeavy overlap. One describes silence in your marketing, the other silence in your till. Together they describe a customer who has gone.
- Email Engaged (Last 90 Days)Don’t send toSet this as your exclusion on the last-chance campaign. Your engaged readers should never receive a message asking whether they still want to hear from you.
What to measure
What share of this segment does anything at all after your one attempt. It will be small, and knowing how small is what makes the retirement decision easy rather than uncomfortable. Then measure the thing that actually pays: your regular campaign results before and after you stop including them, because that improvement is the real return on this page.
Questions we get
Should I keep these customers on my list?
Make it a decision rather than a default. One real attempt to bring them back, then either keep the ones who respond or stop sending. Including them in every send while hoping costs you something every month and changes nothing.
Why does an inactive customer cost me anything?
On email they drag your sending reputation, which affects whether everyone else receives your mail. On text they draw credits every time you send wide. Neither cost appears as a line on a campaign report.
What is the best last-chance message?
One about points they already have, if they have any. It gives someone a reason to return that costs you nothing and beats a discount, because the value is already theirs.
What happens if someone comes back?
They rejoin your engaged segments automatically, because every list here rebuilds itself. That is why a single honest attempt is worth making before you retire anyone.
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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