Creating or modifying a client retention campaign

A client retention campaign is a type of automated marketing campaign that can be used to maintain communication with your at-risk clients. There are four types of client retention campaigns:

• Retention – An email, SMS message, or push notification sent automatically when a client hasn’t visited your business in a specified number of days or months. This campaign is designed to keep your clients engaged with your business.
• Few Pass Visits Remaining – An email, SMS message, or push notification sent automatically when a client’s session pass drops below a specified number of sessions. This campaign is designed to encourage clients to purchase a new pass or upgrade to a membership.
• Pass or Membership is Expiring – An email, SMS message, or push notification sent automatically when a client’s session pass or membership is nearing its expiry date. This campaign is designed to encourage clients to renew their membership. This campaign isn’t sent to clients whose Purchase Options are set to auto-renew.
• Upcoming Pass or Membership Renewal – An email, SMS message, or push notification sent automatically on a specified number of days or months before a client’s pass or membership is scheduled to renew.

To send an SMS message or push notification with these campaigns, see Customizing automated notifications.

When creating or modifying your client retention campaigns, keep the following information in mind:

• Emails have a character limit of 102,400 characters.
• If you want to embed a video in your email template, you must contact your email provider to see if they allow you to send embedded videos in emails.
• You can send a test email when editing a retention campaign template by clicking the Send test email button and entering a receiving email address. When sending a test email, keep the following information in mind:
  • To send a test email, a retention campaign template must be activated.
  • If you send a test email to a client or staff member with a profile in WellnessLiving, the test email won’t be affected by the client notification settings or staff notification settings.
  • When you send a test email, the email variables included in a retention campaign template will populate with placeholder information. This placeholder information isn’t related to your business. For example, the [Fullname] variable populates as John Smith.
•  By default, client retention campaigns are sent regardless of the client’s current client type. You can set the campaign to send to specific client types under Email send rules.

In this article:

To create or modify a retention campaign:

1. Click the App Drawer button .
2. In the App Drawer, click View All.
3. In the list, click Marketing. You can filter the list by entering Marketing into the Search field.
4. Under Client Retention:
   • To create a new retention campaign template, click Add next to Retention.
   • To modify an existing retention campaign template, click the Edit this template button .
5. Under TEMPLATE INFORMATION, configure the following:
   • Under Template Name, enter a name for the email template. This isn’t a required field. If you don’t enter a name, the default name of the marketing campaign will be used.
   • Under Description, enter a description for the email template. This isn’t a required field. If you don’t enter a description, the default description of the marketing campaign will be used.
6. Under SETUP configure the following:
   • Under Email send rules, enter a number in the Send email when the client hasn’t booked or checked in field and select days, months, or years from the list to define how long a client should be inactive before the campaign is triggered. In the at list, you can select Any location or you can select a specific location that will trigger the campaign.
   • To send this campaign to only specific client types, set the Send only to specific Client Types option to ON, and then select the checkbox for each client type you want to email.
   • To send this campaign to only specific client groups, set the Send only to specific Client Groups option to ON, and then select the checkbox for each client group you want to email.
     • • Select the Isaac Churn Risk checkbox to send the notification only to clients who are predicted to be at risk of churning on the Isaac Churn Risk Report.
       • If you have selected a client type and a client group, the email will only be sent to clients who fall under both categories.

     

7. Under Compose email click View sender’s information and configure the sender’s email information. For more information, see Automated email template settings.
8. Under Email content, enter the body of the email message.
   • Click View email variables to display a list of variables that can be used in your template. To add a variable to your template, click the copy button  next to a variable, then paste it in the Email content field. For more information, see  Email variables.
   • To learn more about adding content to the body of an email message, see the following:
     • To add a link to an email message
     • To add an image to an email message from a URL
     • To add an image to an email message using Imgur
     • To customize the source code of an email template
9. To activate the campaign, at the top of the page, set the ACTIVATE EMAIL option to ON.
10. Click SAVE. A confirmation popup is displayed prior to accepting any changes in situations where clients will be impacted by email send rule changes.

To create or modify a few pass visits remaining campaign:

1. Click the App Drawer button .
2. In the App Drawer, click View All.
3. In the list, click Marketing. You can filter the list by entering Marketing into the Search field.
4. Under Client Retention:
   • To create a new few pass visits remaining campaign template, click Add next to Few Pass Visits Remaining.
   • To modify an existing few pass visits remaining campaign template, click the Edit this template button
     .
5. Under SETUP, configure the following:
   • Under Email send rules, enter a number in the Send email when client has [#] remaining visits field to define how many visits a client should have left on a pass before this campaign is triggered.
   • To send this campaign to only specific client types, set the Send only to specific Client Types option to ON, and then select the checkbox for each client type you want to email.
   • To send this campaign to only specific client groups, set the Send only to specific Client Groups to ON, and then select the checkbox for each client group to which you want to send the email.
     • Select the Isaac Churn Risk checkbox to send the notification only to clients who are predicted to be at risk of leaving on the Isaac Churn Risk Report.
     • If you have selected a client type and a client group, the email will send only to clients who fall under both categories.

   

6. Under Compose email click View sender’s information and configure the sender’s email information. For more information, see Automated email template settings.
7. Under Email content, enter the body of the email message.
   • Click View email variables to display a list of variables that can be used in your template. To add a variable to your template, click the copy button  next to a variable, then paste it in the Email content field. For more information, see  Email variables.
   • To learn more about adding content to the body of an email message, see the following:
     • To add a link to an email message
     • To add an image to an email message from a URL
     • To add an image to an email message using Imgur
     • To customize the source code of an email template
8. To activate the campaign, at the top of the page, set the ACTIVATE EMAIL option to ON.
9. Click SAVE. A confirmation popup is displayed prior to accepting any changes in situations where clients will be impacted by email send rule changes.

To create or modify a pass or membership is expiring campaign:

1. Click the App Drawer button .
2. In the App Drawer, click View All.
3. In the list, click Marketing. You can filter the list by entering Marketing into the Search field.
4. Under Client Retention:
   • To create a new pass or membership is expiring campaign template, click Add next to Pass or Membership is Expiring.
   • To modify an existing pass or membership is expiring campaign template, click the Edit this template button .
5. Under SETUP, configure the following:
   • Under Send email, enter the number of days before a membership or pass is scheduled to expire to define when this campaign should be triggered.
     • If you change the time a Pass or Membership is Expiring campaign is sent, Purchase Options that were bought before the change was made will retain the old time as well as the new time, which may result in the campaign being sent twice.
6. To send this campaign to only specific client types, set the Send only to specific Client Types option to ON, and then select the checkbox for each client type you want to email.
7. To send this campaign to only specific client groups, set the Send only to specific Client Groups option to ON, and then select the checkbox for each client group to which you want to send the email.
   • Select the Isaac Churn Risk checkbox to send the notification only to clients who are predicted to be at risk of leaving on the Isaac Churn Risk Report.
   • If you’ve selected a client type and a client group, the email will only be sent to clients who fall under both categories.
8. Under Compose email click View sender’s information and configure the sender’s email information. For more information, see Automated email template settings.
9. Under Email content, enter the body of the email message.
   • Click View email variables to display a list of variables that can be used in your template. To add a variable to your template, click the copy button  next to a variable, then paste it in the Email content field. For more information, see  Email variables.
   • To learn more about adding content to the body of an email message, see the following:
     • To add a link to an email message
     • To add an image to an email message from a URL
     • To add an image to an email message using Imgur
     • To customize the source code of an email template
10. To activate the campaign, at the top of the page, set the ACTIVATE EMAIL option to ON.
11. Click SAVE. A confirmation popup is displayed prior to accepting any changes in situations where clients will be impacted by email send rule changes.

To create or modify an upcoming pass or membership renewal campaign:

1. Click the App Drawer button .
2. In the App Drawer, click View All.
3. In the list, click Marketing. You can filter the list by entering Marketing into the Search field.
4. Under Client Retention:
   • To create a new upcoming pass or membership renewal campaign template, click ADD next to Upcoming Pass or Membership Renewal.
   • To modify an existing upcoming pass or membership renewal campaign template, click the Edit this template button .
5. Under Email send rules, configure the following:
   • Under Notice, enter the number of days before a membership or pass is scheduled to renew to define when this campaign should be triggered.
   • To send this campaign to only specific client types, set the Send only to specific Client Types option to ON, and then select the checkbox for each client type you want to email.
   • To send this campaign to only specific client groups, set the Send only to specific Client Groups option to ON, and then select the checkbox for each client group you want to email.
     • Select the Isaac Churn Risk checkbox to send the notification only to clients who are predicted to be at risk of leaving on the Isaac Churn Risk Report.
     • If you’ve selected both a specific client type and a client group, the email will only be sent to clients who fall under both categories.

   

6. Under Compose email, configure the following:
   • Click View sender’s information and configure the sender’s email information. For more information, see Automated email template settings.
   • Under PROMOTION, select the Purchase Option you want to renew from the list.
7. Under Email content, enter the body of the email message.
   • Click View email variables to display a list of variables that can be used in your template. To add a variable to your template, click the copy button  next to a variable, then paste it in the Email content field. For more information, see  Email variables.
   • To learn more about adding content to the body of an email message, see the following:
     • To add a link to an email message
     • To add an image to an email message from a URL
     • To add an image to an email message using Imgur
     • To customize the source code of an email template
8. To activate the campaign, at the top of the page, set the ACTIVATE EMAIL option to ON.
9. Click Save. A confirmation popup is displayed prior to accepting any changes in situations where clients will be impacted by email send rule changes.