Here's a pattern I see all the time:
Customer buys Product A. Brand is thrilled.
Brand tries to sell them Product B immediately.
Customer ignores them. Brand thinks they're not interested.
But maybe they're not ignoring you.
Maybe they're just not done with Product A yet.
There's a concept called "Consumption Velocity". How fast does the customer use the thing they bought?
If they cancel their subscription, they usually do it on a Monday.
Don’t email them on Tuesday with "We're sad to see you go. Here's 20% off".
They just made a decision.
They're not ready to undo it.
If they buy a protein powder, a tub lasts 30 days.
Don't email them about a new flavor on day 7. They haven't even opened the bag yet.
Map your retention emails to the consumption cycle.
For the protein powder: email on day 25 "How's the gains?
If you're running low, here's the new flavor. If you've still got half a tub left, here's a recipe to shake up your routine.”
You give them value either way.
If they're done, they buy.
If they're not, they still engage.