Customer engagement and win-back
Bring customers back with messages that match their activity and needs. Levered develops engagement and win-back campaigns, including targeting, creative and testing.
Finding the right moment to bring drivers back
Lyft needed a way to re-engage drivers whose weekend activity had lapsed. Anthony’s work used that behavior to define the audience and tested the communication against a control.
The retained comparisons recorded +0.72% and +0.56% driver hours versus control. Both were directional results: their p-values were 0.080 and 0.176. That distinction matters when deciding whether a small change is ready to scale.
Prior career work at Lyft. Directional test evidence; neither comparison met a conventional p<0.05 threshold.
Read the case study and measurement contextWhat the work involves
Scope of work
- 1.Define lapse and engagement cohorts
- 2.Develop relevant reactivation messages
- 3.Evaluate results against a suitable comparison
What we need to begin
- 1.Behavioral history, consent and suppression rules, lifecycle context
How we evaluate progress
- 1.Repeat activity, retention and downstream value within the target cohort
What you get
- A cohort and eligibility definition
- A re-engagement brief and approved messages
- A result review with the correct comparison window
- Inactivity definitions vary by business. Preserve opt-outs, suppressions and exclusions; do not claim a campaign caused retention from recipient engagement alone.
Where we might start
Define one meaningful lapse cohort and investigate why customers stopped returning. Choose a message or journey change that fits that behavior and can be evaluated.
Common questions
Should every inactive customer get the same campaign?+
No. Distinguish the behaviors and constraints behind inactivity. Test an appropriate intervention and preserve exclusions rather than treating every lapse as the same problem.
What if customers are inactive because of the product?+
Marketing should surface that constraint. A reminder cannot reliably solve a missing feature, service failure or irrelevant offer, so involve the team responsible for the underlying issue.
Related services and evidence
Retention
Give customers a reason to come back. Levered builds email campaigns, onboarding messages and win-back programs around what customers have done and what they need next.
Lifecycle email and newsletters
Send useful emails at the right point in the customer journey. Levered builds welcome, nurture, newsletter and re-engagement programs, from audience rules to reporting.
Lyft Driver Retention: Weekend Lapse Messaging Experiment
Anthony Sledge’s career account summarizes the Lyft weekend-lapse program as roughly 1% higher weekend driver hours and an estimated $5.2 million annualized revenue impact. The retained message-test results are directional and do not establish that annual result.
AI Copy Rotation at Lyft: Testing Message Fatigue
During his work at Lyft, Anthony Sledge tested rotating AI-assisted copy against a static daily push and a no-message control. The July 2024 record reports +0.44% driver hours for the rotating variant versus control, with a more sustained response than the static message.
Lyft Holiday Tipping: A Lifecycle Messaging Experiment
A two-week holiday experiment from Anthony Sledge’s work at Lyft tested post-ride messages with riders who rarely or never tipped. The retained account reports about $80,000 in additional driver tips across 23,000 additional tipped rides during the test.
Let’s talk about what you need
Tell us what you need to change. We’ll talk through the work and whether Levered is a fit.
Book a callRather talk? Call (310) 745-0014 anytime.