Overview
The Returning Customer Journey maps the communication experience for loyal customers who have previously used your services. This journey focuses on familiar communications, personalised service, and relationship building through automated touchpoints.
Loyal Customer Communication Timeline
Journey Timeline
Phase 1: Booking & Confirmation (Day 1)
Customer Books Recurring Appointment
Customer Action: Books appointment through familiar process
Business Context: Customer has previous booking history
Communication: Streamlined booking experience
Immediate Confirmation
Trigger: Customer completes booking
Message Type: Email - Appointment Created by Pet Owner
Business Notification: Returning customer booking alert
Phase 2: Pre-Appointment Communications (Days 2-6)
72 Hours Before Appointment
Trigger: 72 hours before appointment (if pre-authorisation enabled)
Message Type: Email - Pre-Auth Heads Up
24-48 Hours Before Appointment
Trigger: Configurable timing (typically 24-48 hours before)
Message Type: SMS + Email - Appointment Reminder
SMS Content:
Email Content:
Friday Reminder (Weekly Summary)
Trigger: Every Friday for upcoming appointments
Message Type: SMS - Appointment Friday Reminder
Phase 3: Appointment Day
Morning of Appointment
Trigger: Morning of appointment (if early reminder enabled)
Message Type: SMS - Final Reminder
During Appointment
Business Notifications:
Returning customer service notification
Team member assignment confirmation
Payment processing alerts
Customer Communications:
None (customer is with pet during service)
Phase 4: Post-Appointment Communications
Immediately After Service Completion
Trigger: Appointment marked as completed
Message Type: Email - Appointment Finalised
Payment Confirmation
Trigger: Payment successfully processed
Message Type: Email - Appointment Payment Succeeded
Business Communications During Journey
Returning Customer Notification
When: Customer books recurring appointment
Recipient: Business team
Communication Triggers
Automatic Triggers
Time-Based:
72 hours before: Pre-authorisation notification
24-48 hours before: Appointment reminder
Friday: Weekly reminder
Morning of: Final reminder (if enabled)
Immediately after: Service completion notification
Event-Based:
Booking completion: Confirmation email
Payment processing: Payment confirmation
Service completion: Finalisation notification
Conditional Triggers
Customer Behaviour:
Service preferences: Personalised recommendations
Team member preferences: Assigned team member notifications
Business Rules:
Service-specific requirements: Custom preparation instructions
Team member assignments: Personalised service details
Customer history: Personalised service details
Message Customisation
Template Variables
Pet Information:
#{{PetFirstName}}- Pet's first name#{{PetFullName}}- Pet's complete name#{{PetAnimalTypeEmoji}}- Pet type emoji
Customer Information:
#{{CustomerName}}- Customer's name
Appointment Details:
#{{ServiceLabel}}- Service name#{{StartTime}}- Appointment time#{{StartDate}}- Appointment date#{{TeamMemberName}}- Assigned team member#{{TotalPrice}}- Service cost
Timing Configuration
Reminder Timing Options:
Weeks: 0-4 weeks before
Days: 0-7 days before
Hours: 0-23 hours before
Minutes: 0, 15, 30, 45 minutes before
Recommended Settings for Returning Customers:
48 hours before: Detailed preparation instructions
24 hours before: Standard reminder
Morning of: Final reminder (optional)
Customer Experience Benefits
Personalised Service
Benefits:
Team member preferences remembered
Service history referenced
Pet's specific needs acknowledged
Consistent service experience
Convenience
Benefits:
Familiar booking process
Preferred team member assignments
Streamlined communication
Efficient service delivery
Relationship Building
Benefits:
Professional service consistency
Responsive communication
Customer preferences respected
Trust through reliable service
Business Value
Customer Retention
Benefits:
Personalised service builds loyalty
Regular communications maintain engagement
Consistent quality encourages repeat bookings
Customer preferences drive satisfaction
Operational Efficiency
Benefits:
Personalised communications reduce manual work
Customer history improves service delivery
Automated reminders save time
Better resource allocation
Revenue Growth
Benefits:
Repeat customers increase revenue
Special offers drive additional bookings
Word-of-mouth referrals from satisfied customers
Premium services for established customers
Troubleshooting
Common Issues
Personalisation Not Working:
Verify customer preferences are recorded
Check team member assignment settings
Ensure customer history is accessible
Update customer profile information
Best Practices
Message Content:
Reference customer history and preferences
Use personalised team member assignments
Maintain consistent brand voice
Include relevant service information
Timing Strategy:
Use customer booking patterns for timing
Avoid overwhelming returning customers
Maintain consistent communication schedule
Follow up appropriately after service
Related Documentation
For additional journey information:
Customer Journey Overview - Complete communication system overview
First-Time Customer Journey - New customer experience
Problem Resolution Journey - Issue handling process
Settings → Notifications - Configure message timing and content
Settings → Pro Automations - Set up automated workflows