?? Mastering the Customer Journey: When & Why to Send Automated Emails ??
?? Shaun Reynolds ??
Email Marketing Specialist | 18+ years in email marketing. Certified Mailchimp Expert & Klaviyo Partner | Experienced across multiple email platforms. Specialist in automation, and segmentation.
From the moment a customer visits your website, their experience with your brand begins.
Ensuring a seamless and engaging journey through well-timed email automation can make all the difference in conversion, retention, and loyalty.
Let’s break down the key exit points and how to re-engage customers effectively through email.
?? Exit Email 1: Browse Abandonment – Bring Them Back!
A potential customer visits your site, browses products, but leaves without taking action. This is your first opportunity to remind them what caught their interest!
?? Send a reminder email:
? Showcase products they viewed
? Offer assistance or recommendations
? Provide an incentive (if necessary)
??? Exit Email 2: Cart Abandonment – They Were So Close!
Your customer added items to their cart but left before reaching checkout. This is your second chance to bring them back!
?? Send an email that includes:
?? A reminder of the items in their cart ("Return to cart")
?? A simple way to resume checkout
?? A social proof element (reviews, bestsellers)
?? Exit Email 3: Checkout Abandonment – Final Nudge!
They started checkout, entered details, but never completed the purchase. Now’s the time to act fast!
?? Send a checkout abandonment email:
?? Highlight urgency ("Return to checkout")
?? Reassure them (secure payments, free returns)
?? Offer a last-chance incentive (optional)
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?? Exit Email 4: Post-Purchase – Celebrate & Upsell!
?? They’ve made a purchase—yay! But don’t let the conversation end here.
?? Send a post-purchase email sequence:
?? Thank them for their order
?? Provide order details, tracking & warranties
?? Suggest upsell & cross-sell opportunities
?? Exit Email 5: Lapsed Customers – Win Them Back!
Your customer hasn’t returned in 75+ days. Now’s your chance to reignite their interest!
?? Send a re-engagement email:
??? Remind them why they loved your store
?? Introduce new arrivals or an exclusive offer
?? Offer a loyalty incentive to bring them back
?? Flow Filters: Right Email, Right Time!
To avoid overwhelming customers, set up automation flow filters to ensure:
? Customers only receive one exit email per action
? Emails trigger based on real behaviour
? Timing is optimised for maximum engagement
By sending the right email at the right time, you can enhance the customer journey, increase conversions, and keep your brand top of mind. ??
?? Want to optimise your email automation? Check out more at Email-Postman!
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