Customer Journey Map J06

Lapsed → Reactivated → Stable

Maps how a lapsed customer gets reconnected, reactivated, and stabilized into normal repeat behavior.

01

Journey Stages

Lapsed — Need: relevance/reason to return · Action: reconnect.
Winback consideration — Need: value/proof or justified incentive · Action: targeted sequence.
Reactivation — Need: confidence · Action: welcome back and exit winback.
Post-reactivation — Need: establish normal behavior · Action: next-need retention without automatic repeat incentive.

Mandatory Adaptation

02

Make It Yours

lapse rule, reactivation event, incentive rules, full-price goal and post-return state.

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Customer Journey Map#J01

Lead → Customer

Maps how a lead becomes a paying customer — the need, company action, and KPI at each stage from first contact to first conversion.

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Customer Journey Map#J02

New Customer → First Success

Maps the path from a new customer’s first purchase to their first real success with the product or service.

OnboardingRetentionService Recovery

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Customer Journey Map#J03

First Customer → Repeat Customer

Maps how a first-time customer becomes a repeat customer, including the reminder and convenience touches that close the gap.

At-RiskRetention

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