There’s a ton of talk about preventing customer churn, but far fewer conversations about what happens after a user leaves.
Just because someone churned doesn’t mean you can’t win them back. In fact, investing in post-churn user journeys — that is, scenarios and actions designed for users who’ve already left — can offer surprising ROI. Whether they cancelled a subscription or just stopped returning, you still have a shot at winning them back.
Let’s dig into how.
Winning churned customers back is a two-step process:
Let me get into the details now.
The exact winback strategy depends on the type of churn (subscription churn vs. inactivity churn) and how you can reach users (email, push ads). But here are some of the most effective approaches:
One of the most common tactics out there is to nudge users every now and then with pushes and emails to “Come back”. Generic begging users to come back doesn’t work.
Instead, give them an actual reason to visit back. What tends to work are exciting product updates. Let them know what has changed since they left:
If someone left due to poor usability, show off your recent usability improvements.
From numerous experiments in different products, I can say that this tactic gets around 15% of users to come back — if you time it right. Months 2 and 3 after churn are usually the sweet spot. Too early feels desperate, too late, and they’ve forgotten you, or moved on.
If there are specific moments in time when your product is extremely valuable, focus your post-churn communication there.
A few practical examples from my experience are:
Uber Eats, for example, nudges churned users around 4 PM — right when dinner decisions start.
All the above tactics — highlighting what’s new, reaching out at key moments, offering discounts — work well in retargeting ads.
If you still have data on where a user spends time (via cookies or Facebook info), experiment with targeted ads to re-engage them.
Users coming back to your product is just the first step. You need to make them stick for longer — you need to re-onboard them, re-engage them, and help them build momentum.
Treat returning users as a special segment that needs a dedicated onboarding flow. Don’t tire them out by pushing them through the onboarding flow they already completed, but also don’t leave them on their own.
A few ways to onboard users are:
Apart from the reboarding itself, maintain the momentum. Send them daily pushes to visit again, give them an incentive to visit regularly and to perform key actions, and keep reminding them why coming back was a good choice.
I learned that three days is usually a sweet spot — keep them coming back for three days in a row and they’ll then retain on their own.
Pro tip — Use onboarding-adjacent patterns like welcome-back modals, dismissible tooltips, or a checklist UI with the header: “What’s new since you left?” to re-spark engagement.
Discounts can work, but only if they offer real value.
A weak offer like “20% off your first month” rarely moves the needle. Something like “80% off for returning users”? Much more effective — even if you take a hit on short-term profit. Some of those users will convert long-term.
If users have already used their free trial, consider letting them try it again. It costs you nothing and can re-spark engagement.
When users downgrade, for example, premium users cancel their subscription, the common practice is to focus on reinforcing premium benefits and trying to make users stay. That’s one of the ways.
What I’ve been recently experimenting with, though, is a completely different approach. Since users who are in the cancellation flow almost always cancel, instead of fighting for a few % in churn reduction, I fight to make users stay as free users after they cancel premium.
The simplest tactic is to revisit the downgrade confirmation screen. Don’t just say “You lost access to XYZ”, but instead focus on “You still have access to ABC”.
It’s better to keep them around — even at a free tier — than to lose them entirely.
Understanding why exactly people churn can help you not only prevent churn but also improve the efficiency of your post-churn UX with better messaging and targeting.
Two main ways to understand the causes of churn are:
Just ask users why they are leaving. Here’s the little-known hack, though. Do this AFTER they cancel.
Most churn surveys are a part of the cancellation flow. And on paper, it makes sense. But it often makes people either skip it as they don’t know how many steps are remaining, or select something random just to get over this step.
If you ask people right after they cancel, yes, the vast majority of them will ignore the survey. But the results from those who don’t will be way more accurate and actionable.
Talk to people who just cancelled.
Keep in mind, however, that they are no longer interested in your product. So any in-product incentives won’t make it. For post-churn interviews, cash works better. I’ve found that $50 for a 30-minute call is a sweet spot that gets you valuable insights.
There’s a lot that can be done from a UX perspective after user churns, but is it worth it? Well, as always, that depends.
Post-churn UX is NOT WORTH it if:
Post-churn UX IS WORTH it when:
Here’s a quick checklist to help you decide:
If you want to get a bit fancier:
[Churned users × (% reached) × (% re-engaged) × (% retained) × revenue per retained user] ÷ winback cost = ROI on winback
You won’t know most of those numbers upfront, but you can start with some hypotheses. It’s often enough to understand if, in your case, it makes sense or not. If it does, start running smart experiments to test your assumptions and get real ROI data.
My rule of thumb is that investing in post-churn UX makes sense as long as there’s a 300% ROI on it. Otherwise, even though it might still be profitable, there are likely other UX areas worth focusing on more, such as core product development, to avoid churn in the first place.
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