Retaining customers is not easy. No matter how hard you try to offer seamless experiences, it’s normal to lose a few customers every now and then.
Fortunately, it’s not the end of the road for you, as you can deploy well-thought-out strategies and win your lost customers back.
Doing this may be easier said than done. However, if you carefully assess your mistakes and devise an action plan accordingly, there’s a chance that you may be able to engage the customers you lost.
Here are a few tips that may come in handy:
1. Identify the Cause
The first step to engaging your churned customers is knowing why you lost them. There may be a number of reasons why your customers took their business elsewhere. So, in order to come up with fitting solutions, it’s best that you identify the cause of the problem first.
The best way to do that is by reaching out to your customers and asking them for their reason for departure.
This explains why many businesses around the globe conduct exit surveys. The insights from these surveys help brands identify the reasons why their customers left them and come up with ways to improve the solutions that they offer.
However, that’s not the only way you can identify the cause of the problem. So, explore different methods and see what works for you.
2. Fix the Problem
Once you’ve identified the cause, the next step is fixing the problem. In the majority of cases, you lose customers when your products or services fail to meet their expectations.
However, that’s not the only reason you struggle with customer retention. It’s reported that 80% of customers start looking for alternatives if the company offers poor customer service. So, there may be different factors causing your churn to go up.
With the help of the data you’ve collected and insights about your customers, you will find answers to all your questions. All that’s left for you is to come up with optimal solutions.
3. Make an Offer They Can’t Refuse
Making the customers you lost reconsider your brand is not as easy as it sounds. So, it’s best that you come up with unique and exclusive offers.
These people have already been your customers. So you already have the information you need to play your cards right. So, use customer insights and pitch your solutions in such a way that they exceed the expectations of your customers.
Plus, just going the extra mile with your offerings won’t be enough. You have to pitch your solutions in a way that grabs the attention of your audience. So simply sending generic or bland discount emails won’t cut it.
You have to tailor your offerings and promote them to your customers in a wholesome way. So try out different retargeting campaigns and see which one works best for you.
Old-school tactics, such as free shipping, discounts, or BOGO deals, aren’t bad. However, you shouldn’t limit yourself. Think outside the box and try different things to win your customers back.
4. Share Relevant Information
Sharing relevant information with your lost customers can help you engage them and make them want to reconsider solutions.
This information encompasses the concern that caused them to discontinue using your service and the steps you’ve taken to cater to their pain points.
Let them know that the issues they had encountered before have been taken care of. Tell them that you’ve improved and are willing to offer them an experience better than ever before.
Show them that your customers are important and that you are willing to do all that you can to make things right with them.
Sharing information like this will help you regain the trust of your lost customers and significantly improve your retention.
5. Leverage Social Proof
Leveraging social proof can be an effective way to engage lost customers. Showcasing the positive experiences of your current customers may help you attract the ones you lost.
It’s reported that 55% of people look for online reviews before making a buying decision. So stumbling upon the ones published for your products or services may lead them to count you as an alternative worth considering.
Maybe their experience with you wasn’t that good in the past. But you can’t assume that it would lead your customers to rule you out of the equation for good. Maybe they want to give you a second chance. You’ll never know how things turn out unless you try.
6. Be Active on Social Media
This is more of an indirect approach to engaging your lost customers. But that doesn’t make it less effective.
Around 59% of people who are active on social media use their preferred platforms for research and buying inspiration.
So, promoting your solutions through the platforms where your audience is most active can be an excellent strategy to engage your lost customers.
Social media helps you boost your reach and convey your message to the right audience. So, being active on the platforms best suited for you may help you reach out to your churned customers and retarget them through personalized content.
It’s a Wrap
There you have it: the six effective ways to engage your lost customers. If you’ve been striving to attract your churned customers and make them want to reconsider your solutions, the recommendations provided may come in handy.