登录查看更多内容

How do you win back lost customers?

由人工智能和领英社区提供技术支持

Losing customers is inevitable for any business, but it doesn't mean you should give up on them. In fact, winning back lost customers can be more profitable and effective than acquiring new ones, as they already know your brand and have a history with you. However, it also requires a careful and strategic approach, as you need to understand why they left, how to re-engage them, and how to prevent them from leaving again. In this article, we'll share some tips on how to win back lost customers with brand strategy.

此文章中的业界达人

由社区从 6 条内容中精选。了解更多

Catherine Clark
Darshan Shinde

Marketing and Business Strategy | IIM L | CAT 99.86%ile

1 Identify the reasons

The first step to win back lost customers is to identify the reasons why they stopped buying from you. You can use various methods to collect feedback, such as surveys, interviews, reviews, or social media. Try to find out what factors influenced their decision, such as price, quality, service, convenience, or competitors. This will help you understand their pain points, expectations, and preferences, and tailor your communication and offer accordingly.

添加您的观点

Harry Muchangi Njagi

Fractional CMO | Marketing Consultant | Marketing Strategy Expert | Brand Building & Communications | Digital marketing | Business Development | Training & Capability building
举报内容
From my experience over the years the fact that a business lost customers is itself a big insight. I would prioritize developing a customer retention strategy. The approach would be; First, get a thorough understanding of your current customers through the various market research methodologies. The second step is to analyze the data ensuring you eliminate ay bias and finally build an effective data based marketing strategy and relevant action plans to implement.

已翻译

赞
Romulo Caballeros Wellmann

Marketing, Sales and Planning Expert
举报内容
If you are able to know why, categorize the reasons for leaving. But mostly they will be related to service. Something must've gone wrong the first time around. Once you know what the reasons are, develop a specific plan for each category. Now, communication is key; so generate the communication channel for each of the problems and the best excuse to get in touch with the customer is a customized offer for each category. It's time and money well spent; it's always easier to get a customer back than to attract a new one. Measure the success by rate of return and average purchase for return customers. Any result above 15% should be celebrated.

已翻译

赞
Edilsa Bueno

Strategy Leader & Advisor | Helping Brands Build Better Customer Playbooks | ex-Amazon, Deutsche Bank
举报内容
The #1 mistake brands make is assuming why they’ve lost customers. These reasons change over time and by customer. Leverage customer feedback to closely understand why they’ve lapsed and adapt customer experience to what you’ve learned; they’ll feel heard, seen and understood.

已翻译

赞

2 Segment and prioritize

The next step is to segment and prioritize your lost customers based on their value, potential, and likelihood of returning. You can use criteria such as recency, frequency, and monetary value (RFM) to score your customers and group them into different categories. For example, you can focus on customers who have recently left, who have bought frequently or spent a lot, or who have shown interest in your brand or products. This will help you allocate your resources and efforts more efficiently and effectively.

添加您的观点

Catherine Clark
举报内容
We define our most valuable customers by thinking in terms of partnerships, not transactions. This means asking ourselves: how much does our work with this customer help us grow? ... and we define growth as more than revenue: what does this customer enable us to do more of? How does this help us live into our purpose and mission? The less you view your customers as sales numbers, the easier it becomes to know where to focus your efforts.

已翻译

赞

3 Craft a compelling offer

The third step is to craft a compelling offer that will entice your lost customers to come back. You can use various incentives, such as discounts, freebies, loyalty programs, or referrals, to appeal to their needs and desires. However, you also need to make sure that your offer is relevant, personalized, and timely, and that it addresses the reasons why they left in the first place. For example, if they left because of poor service, you can offer them a free trial, a guarantee, or a testimonial to showcase your improvement.

添加您的观点

Darshan Shinde

Marketing and Business Strategy | IIM L | CAT 99.86%ile
举报内容
Alright, so you wanna win back those customers who slipped away? Time to whip out a killer move: craft an offer that's impossible to resist. Think discounts, bundles, or exclusive perks. Reach out and remind them why they loved you in the first place. Make it personal, show you care, and bam! They'll be tempted back into your loving arms. It's all about making them an offer they can't say no to!

已翻译

赞

4 Reach out and follow up

The fourth step is to reach out and follow up with your lost customers using the most appropriate channels and messages. You can use email, phone, text, social media, or direct mail, depending on your customers' preferences and behaviors. You also need to craft engaging and persuasive messages that highlight your offer, your value proposition, and your brand personality. Moreover, you need to follow up with your customers after they respond to your offer, to thank them, confirm their satisfaction, and encourage them to stay.

添加您的观点

5 Measure and improve

The final step is to measure and improve your results and performance. You can use metrics such as retention rate, churn rate, customer lifetime value, or net promoter score to evaluate how well you are winning back lost customers and how loyal they are. You can also use feedback and data to identify areas of improvement and opportunities for growth. For example, you can test different offers, channels, or messages to see what works best for your customers.

Winning back lost customers is not easy, but it can be rewarding and beneficial for your business and your brand. By following these steps, you can increase your brand loyalty and retention, and boost your revenue and reputation.

添加您的观点

Darshan Shinde

Marketing and Business Strategy | IIM L | CAT 99.86%ile
举报内容
Here are 5 key metrics for business growth: Sales and Revenue: Gauge financial health and product success. Customer Acquisition Cost (CAC): Evaluate marketing efficiency. Customer Lifetime Value (CLV): Guide retention strategies. Churn Rate: Watch for product/service issues. Net Promoter Score (NPS): Measure loyalty and sentiment.

已翻译

赞

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

添加您的观点

Brand Strategy

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

How do you win back lost customers?

1

2

3

4

5

6

1 Identify the reasons

2 Segment and prioritize

3 Craft a compelling offer

4 Reach out and follow up

5 Measure and improve

6 Here’s what else to consider

Brand Strategy

给文章评分

感谢您的反馈

更多Brand Strategy相关文章

更多相关阅读内容

How do you win back lost customers?

1

2

3

4

5

6

1 Identify the reasons

2 Segment and prioritize

3 Craft a compelling offer

4 Reach out and follow up

5 Measure and improve

6 Here’s what else to consider

Brand Strategy

给文章评分

感谢您的反馈

查看其他技能