What are the most effective strategies for winning back customers who have stopped shopping with you?

Retaining existing customers is often more cost-effective than acquiring new ones. Therefore, winning back customers who have stopped shopping with you is a crucial aspect of business growth. Before attempting to win back customers, it's essential to understand why they stopped shopping with you in the first place. Gather feedback through surveys, customer reviews, or direct communication to identify common pain points and areas for improvement. Avoid generic mass marketing campaigns and instead tailor your messages to individual customers. Segment your audience based on their purchase history, demographics, and past interactions to provide relevant offers and reminders.

People aren’t stupid ,reaching out and truthfully asking them why they have stopped using your business and telling them their input will be not only be invaluable to you as a company but also something that will probably be implemented would be a much better way of get them to buy back in other than just a financial incentive that may be used and then still result in customer fall off without the business gaining invaluable customer insight.

You are collecting customer's "why," and you can discover a lot about all your business processes. Feedback and surveys are good, but CustDev interviews are better. It's a good practice to invite your customers to the interview and provide them with some discounts and bonuses for their time.

Emailers, ad retargeting, notifications (SMS, Whatsapp, mobile app, etc) are channels via which you can get in touch with customers who had previously purchased. Understand why they stopped shopping - bad experience, product was a one time purchase, better competition offers, etc All of these require digging into data. Entice them in with a better value add or through customised offers. Eg you can give a limited period discount coupon for a purchase or subscription. If they have had a bad experience previously, a gift card that partially funds the purchase. Upsell a different product if previous product was a one time purchase

You have to get creative with how you reach and how you incentivize them. Offering them a big discount will probably work, but it's not good for them or the brand. So you have be super careful about that. Personally, I like to hit them with something they've never been hit with before. That's why I love PostPilot. Ecom brands that send postcards are few and far between, so hit them with something new. I would also recommend segmenting that list of customers you want to win back and find the ones that are most valuable to your brand and send them a small gift with a handwritten note. The return on this kind of activity can be huge.

It's a very popular but tricky way to provide discounts. If you do it too frequently, you educate your customers to cheat. They only need to put items in the cart and wait for a discount. It's not a loyal behavior.

Well the popular way would be to go back and offer an incentive. Another way and more long lasting, may be to involve the client in creating a better experience. If one customer is cheesed off or moved out for some reason, there will be others. Engaging customers in product development and recognising them for that effort by way of publicity, incentives or loyalty may be a better way to reclaim the loss.

Actually I disagree with the concept of providing the discounts straightaway. It doesn’t always have to be the right motivator. The ‘cognitive dissonance’ has to be understood well and that could arise because of the speed or quality of the service that led to the churn in the first place. In my experience, it’s very important to empathize better with the customer that holds the key rather than engaging in unplanned cash burning. Be diligent with knowing the reasons but also be judicious to ensure the company sustainability.

When brands consider win-back strategies, the default is often financial discounts, but that's a slippery slope. Falling into the discount trap can set expectations that may be hard to break. Exploring creative alternatives to the standard percentage discount can be both novel and attention-grabbing. Some effective strategies include offering cash off the next purchase, doubling loyalty points, or providing a complimentary item with the next purchase.

Una estrategia común es ofrecer incentivos especiales, como descuentos, ofertas exclusivas o programas de lealtad. Esto puede hacer que reconsideren tu marca y lo que ofreces. Hay que evitar en que los clientes se acostumbren a los descuentos, ya que estarán todo el tiempo cantándote de que si no ofreces un mejor precio, se van con la competencia.

Education and value will play a pivotal role in winning back your customers: • You can nurture them through emails, where you can share valuable tips, resources, and testimonials. • You can also offer them ebooks to help them solve their problems or achieve their goals with your product. • You can invite them to a consultation call with your company experts or yourself, where you can understand their challenges and offer personalized solutions. • This will help you guide them to success and also gather insights to improve your product.

Sending information about your products, its benefits and also sharing blogs on regular basis will make the customers to remember the brand and make it easy for them to shop with you. While doing these activities it is also important to keep the frequency limited as bombarding them regularly could lead customer to unsubscribe

Providing costless but valuable digital content for your clients instead of discounts is a great idea. It builds trust and keeps the value of your products. Seems like a win-win.

Navigating a product's learning curve or understanding its value takes time, and that's perfectly normal! Education is key for sustaining customer support and loyalty. In the food and beverage industry, incorporating recipe guides and "how-to-use" content on websites, blogs, and email series proves effective. This educates customers on diverse ways to enjoy the product, boosting satisfaction and reducing the time to reorder. A standout example is Athletic Greens, which acknowledges the taste factor. In their cancellation flow, customers opting out for that reason receive targeted emails with recipe ideas and re-education on the product's initial appeal. This proactive approach helps retain customers and enhance their overall experience.

To maintain a connection with customers who canceled the service: 1. Regularly send newsletters with industry updates, tips, and news. 2. Publish blogs offering educational information, best practices, or case studies. 3. Send personalized recommendations based on the customer's history and preferences. 4. Invite customers to exclusive webinars with industry experts for relevant insights. 5. Provide exclusive content like research reports and market analyses. Consistently delivering these, regardless of the chosen provider, reinforces a positive brand perception and maintains a valuable connection.

Personalization has been a trend in the last few years and is recognized as a "must-have" by Gen Z customers. There are many tools to create it, even built-in in the e-commerce platforms. Don't wait, implement it.

This is true, but be careful to not go over the line and become annoying by showing up on every channel possible too often, as you might get the opposite result than the desired one. And take into consideration the legal regulations in different locations around the world when using personal user information for any marketing activity.

Personalizar en todo el contexto. No sólo a la persona sino lo que se le ofrece para reengancharse y generar valor. Probablemente se fu porque perdió el puente entre la primera compra y la recurrencia

I was working as CBO at Walmart Bestprice B2B ecom (now Flipkart wholesale). Lots of customers would leave because of pricing. We got them back by personalizing and highlighting the pricing on the top 5 SKUs for each retailer. The rest of the 2400 SKUs had standard pricing. But the 5 were different for each with custom personalized pricing. So Surf Excel for Retailer 1, while Tide for Retailer 2, while good pricing on Ariel for Retailer 3 etc.

Personalizing communications with data like purchase history or location makes them relevant, fostering a connection. Using a friendly tone and human names in messages enhances authenticity, showing customers they are valued beyond just transactions.

You have to ask for feedback across all channels, but more importantly, answer your customers. The best answer is to announce your changes based on their feedback. Collect all customers who claimed the problem you solved and send them a letter thanks for their support and your improvement. Invite them to try your new business process that they helped with. And please, no discounts.

I will always prefer to get the customer mindset and understand the system and strategies. Also the customer behaviour is the vital role for system as they only teaches us the way we need to develop or upgrade.

Requesting feedback and reviews demonstrates your commitment to improvement and customer satisfaction. Using surveys and polls helps identify areas of strength and weakness. Showcasing positive reviews as social proof enhances credibility and encourages customer advocacy, fostering a community of loyal customers. This approach not only aids in winning back customers but also strengthens overall brand reputation.

Solicit feedback through surveys or direct outreach to understand the customer's experience and any areas for improvement. Encourage customers to leave reviews on your website or third-party platforms to build trust with potential return customers. Actively listen to and respond to customer feedback, demonstrating a commitment to addressing their concerns. Showcase positive changes or updates made in response to customer input to highlight your dedication to improvement. Use feedback as a basis for re-engagement, demonstrating that you value their opinions and are actively working to enhance their experience.

The journey of knowing your customer begins on day 0, when the product is being envisioned. How effectively you know about different personas will depend on how have you interacted with them during their visits to online (and offline) sites. Get to know the customer in preparation of the D-day when they will leave you. And once they leave - this is when you can start by - - Personalised messages & offers - Boosting results for them specifically - Show that you love them and care via marketing campaigns - Be persistent and polite to attract them back - Keep them updated about new feature releases & products If they block you - it's not the end of the world. Move on and learn from the mistakes.

Implement A/B testing on various re-engagement strategies to identify the most effective approaches. Analyze key performance indicators (KPIs) such as open rates, click-through rates, and conversion rates to gauge campaign success. Iterate on messaging, visuals, and incentives based on the performance data and customer feedback. Continuously refine your re-engagement campaigns based on real-time insights and evolving customer behavior. Monitor and adapt to industry trends and competitor strategies to stay innovative and effective in your customer win-back efforts.

The single most critical part of retention is having an incredible product and experience. Without that… messaging, marketing, channel strategy, and retargeting mean very little. When a customer doesn’t come back, the single best thing a brand can do is point blank ask them. Create an incentive and weave that together with a post-purchase survey that gathers information to learn about that customer’s hesitation towards shopping again. Sometimes, simply asking the customer and combining the right incentive tells the customer you are listening. And that can often be just enough to get that customer to come back again.

If you have a good product, then the only step left to grow is to keep taking customer feedback and focus on the bad ones. The good ones feel good but its only the bad ones that are posted with passion from the customer. Use this feedback to learn and tweak your product to grow.

Learn and grow. A lot of the time that a customer leaves a review, they're the most passionate and detailed when it was a bad experience. Average experiences rarely merit a review. Going above and beyond is the one way to net those 5 stars. Scour those reviews, the bad ones and the good ones. Take those into account in the planning, decision making, and, training that you have in your business. Without being open to learning, mistakes will persist. Learn what you're doing good with and stick to it. Learn what your customers are frustrated with and work on it. Learn from them and show that you are, that will bring back anyone who had a bad experience in the past. Learn and grow.

In simple words: be discrete! If your ex-customers are no longer buying from you, there must be one of these two reasons behind: 1.they do not need your product or service anymore, 2.they are sourcing from someone else. Since you don't know which one is the reason, do not be overwhelming with discounts, emails, etc etc. Try to send a clear, unique message stating why you want him or her back, with an advantage attached. This is key to wih them back: to have them with you for a long period of time you must offer value, not beg.

You're not for everyone. And that's ok. As long as the drop off is outliers (small % of total, not in your target audience, etc.) and you've done your best to correct any wrongs, move on. Your time is better spent focusing on retaining your core customers, the ones driving 80% of your sales. And the 🗝️ to keeping your customers happy to keep giving you their hard earned cash is centering everything you do on their needs, wants and expectations.