After all that effort and work you’ve done to acquire new customers, the last thing that you want to happen is to lose them. That’s why as a business, it’s your job to ensure that your customers will come back again by re-engaging them.
Re-engaging customers is the process of getting customers to be interested in your products, services, or brand again. You’d like to re-engage your customers if you want them to come back and do business with you again or get them to come back after they canceled a service or a purchase.
Businesses should really prioritize re-engaging the customers over acquiring new customers. This is because re-engaging customers is cheaper than acquiring new customers. It’s also easier to sell your products and services to your existing customers. Your existing customers have already tried your products or services and they’re more likely to buy and spend more once they come back to you — so long as you make sure that your products are satisfactory.
Moreover, existing customers are already primed to avail of your products and services, so you must not lose them. Develop some re-engagement marketing plans and use them effectively to bring back your customers and get them to do business with you again.
In this article, you’ll read about the key steps on how to re-engage with your customers.
1. Figure out why you lost your customers in the first place
Before you start creating a customer re-engagement plan, you should take some time to look at the reasons why you lost your customers in the first place. Think about how or why they got disinterested with your business by asking yourself the following questions:
- Were the customers unsatisfied with your products or services? If so, why?
- Did they go to your competition?
- Do they no longer need your products or services?
- Was the pricing that caused them to become disinterested with you?
By answering these questions, you’ll be able to figure out what went wrong between you and your customers and come up with solutions on how to re-engage them.
2. Take advantage of text marketing, ringless voicemails and email campaigns
One of the best ways to re-engage your customers is to take advantage of text marketing, ringless voicemails, and email campaigns. These are your best line of defense with customers who’ve dropped off or have become disinterested with your business.
We all know how important text marketing for business is, but this time around, you’re going to use it to reconnect with your lost customers. It can also help you generate leads and connect with potential customers.
The same can also be said about ringless voicemails. If your business is already using a ringless voicemail software like Drop Cowboy, then you’re already halfway there because you already have a tool to re-engage with your customers effectively. All you need to do is to learn how to use it in a way that your customers will be interested again to do business with you.
You can also use your email campaigns to re-engage with your customers. Many email software can help you track customer purchases. You can then send an email to these customers who purchased from you before, but this time, you’ll need to make the email more interesting.
For example, a promise of a discount works well in enticing your customers to come back to you. Create an email and put in your subject line something like this “We have a special discount just for you!” However, you have to make sure that you’ll be able to make good of your promos.
A very enticing subject line and an interesting email copy is a good combination that ensures re-engagement. This kind of email campaign strategy will not only allow you to re-engage with your customers, but make sure you still reach out to those customers who were just ignoring your other campaigns.
3. Launch new promotions centered around customer re-engagement
It could be that the reason your customers are disinterested with you is because you’re no longer offering promotions or freebies that got them hooked into your business in the first place.
Everyone loves freebies and promotions. They’re guaranteed to hook in customers to your business. If you’re looking to re-engage with your old customers, you should start creating new promotions that are centered around customer re-engagement.
Create unique and new promotions that you think will entice your old customers back. You can even try using the promotions and freebies you’ve created before if you think they’re proven to attract your old customers to do business with you again.
4. Keep track of your business’ social media feedbacks
You must also have a social media strategy if you want to re-engage with your old customers.
Your customers expect that they can interact or connect with your business any time they want. They also expect instant gratification from you, and if you can’t provide it, they’ll go to your competitors.
So, you need to make sure that you respond to all the private messages, inquiries, questions, tweets, comments, etc. as much as possible on your social media pages. Do a follow up, ask questions, answer questions, and interact with your customers as much as possible so they’ll stay connected to you.
You can also use your social media pages to reach out to your old customers. Download the names and email addresses of your customers who haven’t made a purchase for a while from your email software. You can then create a copy that’s tailor made for customer re-engagement like saying “We’ve missed you!” to go along with your new offerings and promotions and send it to them. Once you got your old customers starting to respond to your new offerings on social media, make sure that you keep interacting with them so you won’t lose them again.
Keep in mind that an engaged following on social media pages will help boost your business profile, attract new customers, and retain those customers.
5. Make an effort to show up at industry events
Showing up at industry events is one of the best ways to re-engage your old customers. Attending conferences, seminars, trade fairs, networking events, conventions, etc. will not only help make your brand more visible but it’ll also allow you to reconnect with your old customers.
Just make sure that the industry events you’re going to attend is well-advertised on your social media pages. You also have to send information about the industry events you plan to attend to your customers on your email system.
Also, don’t hesitate to be bold and daring when you’re at these industry events. The more your business or brand stands out, the more it’ll be beneficial for you. Additionally, don’t miss out on the potential of online-only industry events, especially during this pandemic as it’s likely going to be the trend for the next couple of months.
6. Create a loyalty program
Creating a loyalty program is another great way of re-engaging your old customers, as it helps you establish a good rapport with them. Loyalty programs usually reward customers who continue to be loyal to your business. If you have a loyalty program, you should reward those customers who continue to be loyal to you with gifts, discounts, and other incentives.
Loyalty programs are a tried and tested method of retaining your existing customers and inviting old customers to come back, and it works very well. Another great thing about loyalty programs is that it can be applied to small and even the largest businesses.
Reward your patrons so you don’t lose them and keep them coming back to you.
7. Create a community forum
Keeping in touch with your old customers is a priority if you want to re-engage them. One of the best ways to stay in touch with your old customers is to get them into a community forum.
Creating a community forum gives you an excellent way of re-engaging with your old customers. A community forum will create a safe space for your existing and old customers to congregate. This is where your die-hard fans should gather and help you in motivating others to return to doing business with you.
You can also use the community forum to share your latest products and services to your die-hard customers and see what they think about your newest offerings. Sharing your new ideas to your customers will help them feel engaged and valued. You can also announce your newest promotions and discounts in the community forums to keep everyone interested.
Re-engaging customers is very important. You can’t afford to overlook it because it shows just how much you’re able to satisfy your customers. If your customers aren’t coming back after a transaction, it could be that something went wrong that made them disinterested with your business.
Make an effort in keeping your customers engaged, especially with the fact that your competitors are also doing their best to lure your customers away from you. If you don’t satisfy your customers from the start then another company may very well do so.