Reactivating Clients: Bringing the Lost Back into the fold

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The headache of any business is the customers who left it. But they can be brought back. That is why there is such a process as customer reactivation. This is the return of those who previously contacted the company. After all, attracting new consumers will be a waste of resources if you do not know how to bring back those who left.

If you can’t handle it yourself, contact Fractus – we will help.

Customer reactivation: a little about the essence
Reactivation is the conversion of consumers into active ones. The goal is to re-engage consumers and gain their trust. It is possible to return from a quarter to half of the users who have left. The process does not happen by itself, but requires the development of a return strategy.

Customer reactivation: a little about the essence

Need for return
Increased revenue . Just 5% of returning customers antarctica email list 5644 contact leads can increase a company's revenue by up to 95% (according to Harvard Business School).
Strengthening relationships . If you bring the customer back, thereby demonstrating their value, they will become a supporter and even an advocate of the brand.
Reducing the cost of attracting new customers . This will cost 5-7 times more than a return. Moreover, the probability of selling to a new customer is no more than 20%, while selling to an existing one is about 70%.
Information about the competitor . What made him better? Low cost of the product, better service , quality goods? It is worth finding out and using for your improvement.
Return strategy
There is no single path to return. Each company chooses individual methods. But they come down to some common steps. And working personally with the client is the cornerstone.

Identify inactive customers . The concept of activity depends on the business. Somewhere customers buy a product once every six months, somewhere every day. Software that allows you to systematize consumers, segment them (by activity, purchasing characteristics, customer life cycle), notice inactive ones and return those who bring benefit to the company comes to the rescue.
Find out the reason . The data is used to build a return strategy. Common reasons are dissatisfaction with the service, product, cost, change in the consumer's lifestyle, drop in income, refusal of the product. It is necessary to establish feedback to obtain reliable information.
Select a communication channel . If the client did not like the service, only a personal call can resolve the situation. In other cases, use e-mail, SMS, contact on social networks.
Make a great offer . It is worth choosing a great option for the departed and conveying the value of the offer. A unique offer works very well. And even better - a birthday present.
Return strategy

Reactivation of subscriber base
It happens according to the same rules as the return of clients. But they are contacted by means of e-mails. It is better to send a personalized letter. In the subject write, for example: "We miss you!", "Why did you leave?", "Let's be together again!". You can automate the mailing to such subscribers.

First, they also find out the reason for the cancellation of the subscription - sometimes this is enough to bring the subscriber back.

Contact Fractus
Are you wondering how to get a client back, but there is no one to do the reactivation? Don't leave the attempt at the attempt stage! Take action - call us!

We will help you analyze the outflow, know how to communicate with inactive clients, and select the optimal return channel. And most importantly, we will collect information about why they left - so that you do not make a mistake a second time. Do not let your clients leave forever!

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