Guest Engagement Strategy
Journey Flow Map
SMS via Attentive · Email via Punchh — four lifecycle journeys across both channels
01
SMS Journey One
New Guest Onboarding
3 msgs
1
Day 1–2
Welcome message paired with a second-visit retention offer — expiration date stated clearly upfront.
2
Day 7
Soft reminder that the offer is still available — low-pressure, friendly tone.
3
Day 10
Final expiration nudge — urgency framed without pressure. Last chance, clean close.
02
SMS Journey Two
Frequency Acceleration
2–3 msgs
1
Post-Visit 2
Visit acknowledgment with a lighter menu exploration nudge — celebrate the return, invite discovery.
2
Post-Visit 3
Habit reinforcement — reduced incentive depth, brand-forward tone. Build identity, not dependency.
+
Optional
If Frequency Slows
Ongoing cadence send triggered if visit frequency begins to decline after habit phase.
03
SMS Journey Three
Lapsing Guest Reactivation
3 msgs
1
Day 30
Re-engagement with a stronger incentive and a clear urgency window — make coming back easy to say yes to.
2
Day 37
Urgency reminder — ideally menu-specific, using Bikky affinity data to personalize the hook.
3
Day 45
Final attempt — highest urgency tone, last-chance framing. The definitive close of the reactivation arc.
04
SMS Journey Four
High-Value Guest Nurture
2 msgs
1
Ongoing
Premium brand message — no discount. Exclusivity or recognition framing to reward loyalty without eroding perceived value.
2
LTO / Feature
Limited-time offer or featured item highlight — low send frequency, quality-over-volume philosophy.
01
Email Journey One
New Guest Onboarding
2–3 emails
1
Day 1–2
Welcome email with offer — mirrors the SMS sequence. Expanded space for brand storytelling and offer clarity.
BOGO ELIGIBLE
2
Day 7
Offer reminder — warm, non-pushy. Reinforce the value without over-selling.
3
Day 10
Expiration nudge — urgency-forward subject line, clear CTA, last chance tone.
02
Email Journey Two
Frequency Acceleration
2 emails
1
Post-Visit 2
Menu exploration nudge — email format allows for food photography and item callouts to drive curiosity.
2
Post-Visit 3
Habit reinforcement — brand-voice-led send. Celebrate the guest becoming a regular. Minimal incentive.
03
Email Journey Three
Lapsing Guest Reactivation
3 emails
1
Day 30
Re-engagement email — strong incentive lead, clear urgency window. Email allows full creative treatment for impact.
BOGO ELIGIBLE
2
Day 37
Urgency reminder with menu-specific personalization where Bikky affinity data is available.
3
Day 45
Final attempt — last-chance framing, high-urgency subject line, definitive close of the win-back arc.
04
Email Journey Four
High-Value Guest Nurture
2 emails
1
Ongoing
Premium positioning send — exclusive framing, no discount, elevated design treatment. Recognition over transaction.
2
LTO / Feature
Limited-time offer or featured item email — low frequency, beautifully produced, quality-forward editorial feel.
01
SMS · Attentive
New Guest Onboarding
3 msgs
1
Day 1–2
Welcome + second-visit offer with clear expiration date.
2
Day 7
Soft reminder — offer still available.
3
Day 10
Final expiration nudge, urgency without pressure.
01
Email · Punchh
New Guest Onboarding
2–3 emails
1
Day 1–2
Welcome + offer email — richer format for brand storytelling.
BOGO ELIGIBLE
2
Day 7
Offer reminder — warm, non-pushy tone.
3
Day 10
Expiration nudge — urgency-forward subject line.
02
SMS · Attentive
Frequency Acceleration
2–3 msgs
1
Post-Visit 2
Acknowledgment + menu exploration nudge.
2
Post-Visit 3
Habit reinforcement, brand-forward tone, reduced incentive.
+
Optional
If Frequency Slows
Ongoing cadence send if visit pace declines.
02
Email · Punchh
Frequency Acceleration
2 emails
1
Post-Visit 2
Menu exploration — food photography and item callouts drive curiosity.
2
Post-Visit 3
Habit reinforcement — celebrate the regular, brand-voice led, minimal incentive.
03
SMS · Attentive
Lapsing Guest Reactivation
3 msgs
1
Day 30
Re-engagement — stronger incentive with a clear urgency window.
2
Day 37
Urgency reminder — menu-specific via Bikky affinity data.
3
Day 45
Final attempt — highest urgency, last-chance framing.
03
Email · Punchh
Lapsing Guest Reactivation
3 emails
1
Day 30
Re-engagement — strong incentive, full creative treatment for maximum impact.
BOGO ELIGIBLE
2
Day 37
Urgency reminder with Bikky-powered menu personalization.
3
Day 45
Final attempt — last-chance subject line, definitive win-back close.
04
SMS · Attentive
High-Value Guest Nurture
2 msgs
1
Ongoing
Premium brand message — no discount. Exclusivity or recognition framing.
2
LTO / Feature
LTO or featured item — low frequency, quality over volume.
04
Email · Punchh
High-Value Guest Nurture
2 emails
1
Ongoing
Premium positioning — exclusive framing, elevated design, recognition over transaction.
2
LTO / Feature
Featured item or LTO — low frequency, editorially produced, beautifully designed.