Imagine this: You acquire a new online customer, Samuel, who orders a pair of sunglasses from your website. After his order is placed, Samuel gets funneled into your designated welcome journey for new buyers. His first email in this series includes a thank-you note for becoming a customer and an invitation to become part of your loyalty program. 

That same week, Sam, whom you know as an exclusively in-store shopper, reaches the sixmonth mark without interacting with your brand. You enroll him in a win-back campaign, nudging him with a few “Don’t forget about us!” texts and emails with an exclusive discount code.