acquisition

Zalo OA onboarding flow: the first 7 days that determine 90-day retention

Most venues think loyalty starts at visit 2. It actually starts within 24 hours of visit 1, while the experience is still fresh. This is the exact 3-message onboarding flow we run for new customer cohorts.

When it fires

Fires the day after a customer's first visit IF they opted into Zalo OA at the till.

Message copy that works

Day 1: 'Cảm ơn anh/chị đã ghé [quán] tối qua! Em là [tên host], có gì không hài lòng mình nhắn em nha.' — human, no offer. Day 4: educational — one tip about your menu / signature item. Day 7: a low-friction return offer (e.g., 'free upsize on your next visit, valid 14 days').

Cadence + timing

Three messages over 7 days, 11am sends. Never send 2 in 24 hours. Stop if the customer returns before day 7 — they don't need the nudge.

Expected lift

Second-visit rate moves from 30–40% to 55–65%. Customers who complete the 3-message flow have 2.1× LTV at 90 days vs. customers who don't.

Guardrails — don't skip these

Don't send if the customer's first visit was a complaint. Don't include staff IDs in the flow. Throttle if PEKO detects high Zalo OA bounce rate.

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