Retention Desk · Software guides · Mariana Tek

How to send a win back campaign in Mariana Tek

Mariana Tek's built in reports find your cancelled, frozen and lapsed customers and your unconverted intro offers. The sending happens in Xplor Growth, the marketing suite in the Core + Growth plan. It has no bulk text button, so your two texts go out through an automation.

Checked in October 2026 against the Mariana Tek knowledge base, the Xplor Growth help center it links to, and Mariana Tek's pricing page, all linked under Sources. Menus change, so if a step does not match your screen, the linked article has the current path.

Build your win back list

Mariana Tek calls the people on your list customers, and Xplor Growth calls them contacts. Start with the reports, then turn each group into an Xplor Growth segment if you have it.

Past members

  1. Go to Reports, then Marketing, then Membership Details, click View and export it.
  2. In your spreadsheet, filter Membership Status to Cancelled, Terminated and Frozen. Keep rows whose Last Status Change is in the last six months.
  3. For customers who stopped coming without cancelling, open Customer Retention Details in the same menu. Set the last six months and filter Retention Segment to Lapsing and Lost.
  4. In Xplor Growth, go to Contacts, then Segments, then Create Segment. Add a smart rule with Membership Cancelled, and a second with Has a Membership set to does not have.

Cancelled means staff set an early end date. Terminated means it ended at once. Frozen means payments and bookings are on hold.

Leads who never joined

  1. Go to Reports, then Intro Offers, then Intro Offer Conversion. Set the last six months and filter Converted to False.
  2. For people who made an account over three months ago but never checked in, open the Customers report under Marketing and filter Retention Segment to Dormant.
  3. In Xplor Growth, the recommended segment Intro Offer Expired, No follow up purchase finds intro memberships that ended with no purchase after.

Start with the most recent

Sort your export by date and send to the last two months first. To make that slice a segment, open the segment, click Add, then Upload from a CSV. Do months three to six next.

Send the three emails

On its own, Mariana Tek sends transactional emails such as receipts. Its help pages do not describe a bulk marketing email. Without Xplor Growth, send from the email tool you already use, only to customers whose Marketing Opt In column in the Customers report says True.

  • In Xplor Growth, go to Marketing, Marketing Calendar, Create New, Scheduled Email. Each one has its own Date and Time, so you can schedule all three on day one.
  • Under Edit Details, set Recipients to Specific Segments. Finish with Save as Ready to be Sent.
  • The same panel sets Sending Address, From Name and Reply To Email. Use an address on a domain your studio owns, and have that domain authenticated. Gmail, Outlook and Yahoo addresses cannot send.
  • Bounce notices go to the Default Reply To address in your email settings.
  • Unsubscribed contacts get no emails. After a send, the email's Unsubscribed count shows how many opted out after getting it. Customers change marketing choices in your app under Profile, Notifications, Marketing.

Send the two texts

Xplor Growth texting is two way and runs through Twilio. Its help center says it cannot send mass texts, and scheduled emails and plans cannot carry texts. So texts go out as automation steps, or one at a time from the SMS inbox.

  • No text sends until Twilio compliance is approved. Check under the gear icon, Settings, Twilio Compliance.
  • A text holds 320 characters and no images. Name your studio in the first text someone gets from you.
  • Automated marketing texts only go out from 9 a.m. to 8 p.m. in the contact's time zone, at 50 an hour.
  • Text only people who agreed to get texts; contacts not subscribed to texts are skipped. A STOP reply unsubscribes. Only the person can undo it, by texting START.
  • Settings, SMS Usage Dashboard shows usage. The default allotment is 2,000 texts a month; extra texts still send and are billed separately.
  • Without Xplor Growth, text from the tool you already use, only to customers whose SMS Opt In column says True.

Your ten day plan in Mariana Tek

DayMessageHow to send it
Day 1Email: the offerAuto Email, Time Delay of immediately
Day 3Text: a short reminderAuto SMS, Time Delay of 2 days
Day 5Email: what is newAuto Email, Time Delay of 4 days
Day 8Text: a check inAuto SMS, Time Delay of 7 days
Day 10Email: last callAuto Email, Time Delay of 9 days

Delays count from when a contact enters the automation. Without Xplor Growth, send each message by hand on its day. The five messages, ready to fill in, are on the win back email templates page. Both texts there fit in 320 characters.

Can Mariana Tek run it for you?

Yes, with Xplor Growth. Go to Automations, Marketing Automation, Create an Automation, then Create from Scratch or a win back template under Browse our Templates.

  • Entry rules only catch people from the day the automation goes live, so someone who cancelled last month never enters.
  • To reach your list, click Add Contacts, pick the segment option, choose your segment and click Add Segment. A campaign takes one segment, so copy it with Options, Copy for your leads.
  • Click Set Live on each message, then Start. Wait 15 minutes before adding the segment, or contacts get nothing.
  • Add Future Reservation and Made a purchase as goals. Meeting either one removes the contact before the next message.
  • The help center's 30 Day Win Back (We Miss You) example emails anyone whose last visit was exactly 30 days ago. Leave one running after the campaign to catch new dropouts.
  • The pricing page lists marketing emails and texts under Core + Growth and the Full Growth Bundle, with no prices shown, in October 2026.

See who came back

  • Ask your front desk to note anyone who mentions your code word. Texted replies land in the SMS inbox.
  • You can also make the code word a discount: Products, Discounts, New Discount, type Discount Code. Codes are not case sensitive, so COMEBACK works.
  • Reports, Marketing, Promotion Redemptions then lists each use of the code with the customer's name and email.
  • The automation overview shows Met Goal: contacts who booked or bought.
  • Reports, Sales, Orders Local Time, filtered to Memberships, shows memberships sold. FALSE under Processed by the system? marks a first payment.

Watch out for

  • Removing a contact by hand does not cancel messages already scheduled. Use goals, or turn on Do Not Disturb for that contact.
  • Xplor Growth syncs with Mariana Tek about hourly, with lags up to 90 minutes. Someone who books today may still get the next message.
  • Smart rules join with AND only, so members and leads need separate segments.
  • Membership Details phone numbers can be blank, and Intro Offer Conversion has no phone column. Pull numbers and SMS Opt In from the Customers report.

Sources

Guides for other software

MindbodyLast Visit report, smart lists, campaignsWellnessLivingClients at Risk report, QUICK Contact emails and textsMomenceCustomer Segmentation, one off messages, Winback triggerWallaAudiences, scheduled Newsletters, Pro JourneysArketaSegments, scheduled broadcasts, Marketing SuitePunchpassZero Attendance report, report emails, no texting

See all 30 software guides

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