7 Strategies to win back lost customers

It is estimated that repeat customers generate around 30% of a company's revenue

16:31 22 May 2019

A larger percentage of businesses agree that it is much easier to retain your old customers than look for new ones. However, it is not easy to convince a customer who had lost trust in your services/products. Here are 7 marketing campaigns that will help you gain that lost trust:

1. Remarketing

Customers stop shopping for a reason. To win these customers back, you need to understand why they stopped and come up with a “we fixed it” campaign to reassure them that the products or services are now better than before.

The best strategies for winning back a customer has been highly acclaimed to be google remarketing. You can retarget your lost customers from the same practices that allow your company to grow successful – gathering and analysing detailed customer data as well as tracking a customer journey.

2. Counter offers

Getting offers for your lost customers entices them to bring back business, and nothing attracts people to purchase like a good deal. So, it is good to consider a special discount for inactive customers, but be keen not to incur losses.

3. Social media marketing

Common complaints from customers are usually addressed in social media. In your campaign, make sure you stick to conversations that are focused on getting back your customers. The corrections made can make your business appeal to a larger audience and bring back more business.

4. Business-customer relationship

A good vendor-client relationship can bring back the taste of a product or service to a customer. Don’t get too defensive during such interactions; apologize and take responsibility. You may be needed to ask tricky and specific questions like “is it me?” and other honest conversations to provide a groundwork to win back the customer.

5. Checking likeliness of a customer to come back

As much as it is crucial to get your customers back, care is to be taken not to sap marketing dollars. Much concern is always given to the customers whose previous behaviour showed some predisposition to return. For instance, customers who left because of prices are more likely to respond than the ones who left because of poor services or both.

6. Reassurance to customers

If you are getting into trouble, that means something is going wrong somewhere. Therefore, an overhaul of the business should be taken to get the specific areas that the customers don’t get satisfied with, even if it means getting new employees. Reorganizing your staff is one way of providing the best in your business and assuring former customers that regardless of whatever happened in the past, things will be completely different onwards.

7. Get customers’ perspective

The customers’ perspective is that they’ll get what they want from your business. Customers are the best persuaders of other customers, so as long as you provide the best products or services in your company, the former customers will be able to get back to your business through your current situation. Make sure you reach your customers’ needs as much as possible to get a clean share of your customers’ back.

Many companies have so much to learn about bringing back customers who have stopped getting services from them. Once you show your commitment to meet your customers’ needs, you stand a reasonable chance of winning them back. Contact Broadplace today to get more insight into how you can rekindle your customers’ lost trust.