“They sorted our six-month dormant list into four workable groups and showed which one actually answered our previous push. We still had to rewrite the offers ourselves, but the ranking stopped us from discounting everyone at once.”
Client stories
Evidence from cohorts, messages, and interviews
These notes mention the engagement that was delivered and the constraint the team was working under — not generic praise.
“The line edits on our “come back” email felt strict at first — they cut almost half the adjectives. After the revised send, more quiet learners opened a lesson again in the first week. I wish we had asked for interview support in the same cycle.”
“Each quarter they re-check which quiet riders still look reachable. The March pulse caught a cohort we had written off after Songkran silence — many were simply travelling, not gone.”
From silent accounts to a timed return pass
Ploy’s team had several thousand accounts with no session for ninety days. Charts showed the drop; they did not show why. Kernel Gridhub arranged twelve short interviews with former members in Bangkok and Chiang Mai, then grouped reasons into schedule conflict, confusing workout plans, and payment friction after a card change. The win-back offer that followed was a two-week timed return pass with a simplified starter plan — not a blanket discount. Return sessions rose among the schedule-conflict group; payment-friction users needed a separate billing fix first.
“Hearing former members talk about gym-hour conflicts changed our win-back offer more than any chart. The synthesis brief gave us three offer ideas we could actually staff.”
Quiet cutoffs before a cashback push
Anan’s wallet team planned a broad cashback win-back. The cohort assessment flagged two quiet windows tied to salary cycles and one exit-leaning group that had already moved balances elsewhere. They delayed the broad send, ran a lighter reminder for soft-pause users, and reserved the cashback for a smaller high-depth cohort. The campaign spent less and still recovered more second sessions than the previous unfiltered blast.
“Clear quiet-period cutoffs for our wallet users saved us from sending cashback prompts during payroll blackout weeks. The briefing slides were dense; plan an extra internal hour to digest them.”