When it seems as though a customer is starting to distance themselves, there are still things that you can do to re-engage them and make them a more active customer. A very important aspect is to make sure that your re-engagement tactics are personalized to the customer as an individual, such as using a personal message instead of a "copy/paste" mass email sent out to a large group. Companies wanting to re-engage customers should look at their analytics to see who at-risk customers are and determine how they can send them messages that speak directly to their needs.
Take a look at these 4 tips for how you can re-engage at risk customers:
1. Why did they leave?
Before you can make a re-engagement plan, you need to look at reasons why the customer would become disconnected from your company in the first place. You can ask yourself:
- Did they turn to a competitor?
- They have a hard onboarding process?
- Do they just not have a use for your product anymore?
- Did your pricing change?
- Have they changed locations?
2. Send out targeted emails
Mass emails can get lost in people’s inboxes especially if the customer doesn’t relate to what is being promoted in the subject line. Targeted emails based on people’s past actions and behaviors are a great way to catch the customer's eye and peak their interest in your company again. Target the emails based on customers:
- Past purchases
- Previous interactions on your website
- Their locations
- Specific pages they visited on your site
- Links clicked in previous emails
3. Create triggers for at risk customers
Being proactive and reaching out to the customer before they are labeled as “at risk” is a great way to prevent churn. Your team can not be on top of every customer at all times so creating these triggers gives them the opportunity to reach out to customers and prevent a loss in business and profit. If your company sees risk at a specific stage then setting a notification when a customer reaches that stage can ensure that they are getting all of the assistance they need for a long term relationship. This will make sure that no problem goes unnoticed or unattended to and in return will prevent your team from having to check up on all accounts manually.
4. Understand what the customer wants
From the first interaction your company has with a customer, it is important to have a clear understanding of what their needs are and how you can provide that to them. You want to find out what makes the customer want to buy this product and what makes them want to continue to do business with your company. Have clear communication with the customer throughout the whole process to ensure that if anything changes on either end that both parties are aware.
Want to learn more about how we can help you implement customer re-engagement in your business or loyalty program? Reach out to us today!