A regular goes quiet. Sixty days later HQ moves them into a "Cooling Off" tag, and before you have even noticed, they get a "we miss you" coupon in their inbox. You set that up once, and it runs itself from then on.
That is the shape of it. In Tracksies HQ, a customer’s behaviour earns them tags, worked out from their orders: a new VIP, a lapsing regular, a first-time buyer. On the Perkie side you tie any of those tags to an offer. When a customer crosses into the tag, Perkie mints them a personal, single-use coupon and emails it, with a frequency cap so nobody gets pestered.
The customer never needs to know a tag exists, and that is rather the point. The tags are levers you get to pull, worked out for you from what people actually do, while the customer just receives a well-timed coupon that feels like you were paying attention.
Reward the good moments, like someone reaching VIP, and rescue the fading ones, like a regular drifting away, from the same simple mapping. HQ decides who is in the moment; Perkie sends the coupon.
Why it’s worth having
The best time to reach a customer is the moment their behaviour changes, which is exactly the moment you are too busy running the shop to spot it. This watches for you and acts on its own, so a lapsing customer gets a nudge while they can still be won back, rather than months later when they have already gone.