Quels sont les moyens efficaces de réengager les clients inactifs ou à risque?

Stay calm and forget. You dont need to reengage somewone. You have to make a place where theyd like to return to. And thats also the market

🦅 Personalization is key. Once segmented, craft personalized messages that resonate with each group. For 𝗶𝗻𝗮𝗰𝘁𝗶𝘃𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀, focus on reminding them of brand's value or what they're missing. Special offers or exclusive content can reignite interest. For those 𝗮𝘁 𝗿𝗶𝘀𝗸, emphasize customer care. Address their concerns and offer solutions or incentives to stay. 🦅 Use every communication channels like email, social media, sms, messengers or even direct mail for broader reach. 🦅 Regularly update your approach based on feedback and data analysis to ensure relevance and effectiveness. This strategy helps in rebuilding trust and loyalty, enhancing customer retention.

Imagine our customer base as a bustling garden, each plant representing a unique customer. Recently, we've observed some of our blooms might need a little extra sunshine. They're the dormant ones, the ones not basking in the full glory of our garden. Like a seasoned gardener, we're donning our gloves and magnifying glass, carefully identifying and segmenting these plants based on their behavior and needs. Let's take an example: Dave, a customer who was once actively exploring every corner of our garden, suddenly became less visible. By analyzing his interactions – or lack thereof – we identified him as a potential "hibernating bloom."

1. Employ personalized outreach and segment customers for tailored communication. 2. Offer special discounts, loyalty programs, and value-added content like guides or webinars. 3. Gather feedback to understand their issues and act on it. 4. Provide proactive support and resolve issues quickly. 5. Launch targeted reactivation campaigns and develop customer success plans with dedicated account managers. 6. Use analytics to monitor engagement and predictive analytics for early intervention. 7. Regular customer cadence to offer continuous education and training.

The RFM model is a powerful tool for identifying at-risk customers. By analyzing Recency, Frequency, and Monetary value, you can pinpoint customers with declining engagement, especially those who were once loyal (high RFM scores). Don't lump all at-risk customers together. Segment them based on their past behavior. Loyal customers with declining engagement (high RFM dropping) require a delicate touch.

Re-engaging with inactive customers involves reaching out to them using different communication mediums like emails, SMS, push notifications, etc. However, a customer segment may react differently to each communication method. Generally, the churned users require more personalized retargeting campaigns as compared to repeat customers. Depending upon the cost and efficiency, each medium should be experiemented with different cohorts to identify the best performance with respect to CTRs and conversions.

To re-engage inactive or at-risk customers, identify and segment them based on behavior, then personalize communication via email, SMS, or social media. Highlight your value proposition and customer success stories, and act on feedback to address pain points. Reward loyalty, test your campaigns, offer exclusive content, leverage testimonials, and create urgency with limited-time offers. Ensure customers realize your product's full value by providing educational content and enhancing onboarding.

Um case que sempre achei fantástico foi quando a Nubank em 2019 enviou para seus clientes cartas escritas a mão para clientes em potenciais, viralizou em várias redes sociais e muitas outras empresas também copiaram. Depois de cinco anos dessa ação para comemorar 100 milhões de clientes, ao entrar no app tem um pop up lindo informando que o cliente está no centro de tudo!

Now, picture our communication as personalized letters sent to old friends. For Dave, we crafted an email that felt like a virtual stroll down memory lane. We reminisced about features he used to frequent, injecting a dash of nostalgia. It wasn't just an email; it was a heart-to-heart conversation, reminding Dave that he wasn't just a customer – he was a valued member of our garden community.

Personalization is Key to Winning Back Lost Loyalists: Understanding why these customers left is crucial. Analyze all available data – feedback, reviews, sentiment scores, and survey responses. Explore if issues lie with the product, customer experience, pricing, or promotions. This targeted approach allows you to craft messages that resonate. Don't just offer generic discounts. Craft exclusive offers based on their identified pain points. For example, if feedback indicates frustration with a recent feature change, offer a personalized consultation or a return to the previous version for a limited time.

Some ways to re-attract customers is re-iterate the value proposition and provide a special promotion to get them to buy-in and re-trial your products and services. This can remind them of the true value of your offerings, build trust, and potentially solidify a renewal on the services.

Every garden has a superhero, and for us, it's our product. To reignite Dave's interest, we shared a success story. Imagine this as a storybook where another customer, facing challenges similar to Dave, found success with our solution. We showcased how our superhero features swooped in and saved the day. It wasn't just a success story; it was a promise that our product could be the hero in Dave's business journey too.

Remind Churned Users Why They Chose You: Faced with a sea of options, customers can get distracted. Reconnecting with churned users requires re-emphasizing your value proposition. Showcase the unique features and benefits that set you apart from the competition. Consider offering a free trial of your latest features or a special anniversary gift. This incentivizes them to re-engage and rediscover the positive experiences they once had with your product.

𝗠𝗮𝗸𝗲 𝗳𝗲𝗲𝗱𝗯𝗮𝗰𝗸 𝗲𝗮𝘀𝘆 𝗮𝗻𝗱 𝗮𝗰𝗰𝗲𝘀𝘀𝗶𝗯𝗹𝗲. 𝗕𝘂𝗶𝗹𝗱 𝗖𝗝𝗠 𝗳𝗼𝗿 𝗳𝗲𝗲𝗱𝗯𝗮𝗰𝗸 𝗽𝗿𝗼𝗰𝗲𝘀𝘀. 𝗜𝗻𝗰𝗲𝗻𝘁𝗶𝘃𝗶𝘇𝗲 𝗶𝘁. Make gifts. Show them their ideas are valuable as blog article based on their thoughts or gratitude in social media. 𝗥𝗲𝘀𝗽𝗼𝗻𝗱 𝘁𝗼 𝗳𝗲𝗲𝗱𝗯𝗮𝗰𝗸 𝘄𝗶𝘀𝗲𝗹𝘆. Know their pains and respond, particularly to negative feedback, in a constructive and empathetic manner. 𝗜𝗺𝗽𝗹𝗲𝗺𝗲𝗻𝘁 𝗰𝗵𝗮𝗻𝗴𝗲𝘀 𝗯𝗮𝘀𝗲𝗱 𝗼𝗻 𝗳𝗲𝗲𝗱𝗯𝗮𝗰𝗸. Keep them informed about the steps you are taking to address their concerns. 𝗖𝗹𝗼𝘀𝗲 𝘁𝗵𝗲 𝗳𝗲𝗲𝗱𝗯𝗮𝗰𝗸 𝗹𝗼𝗼𝗽. Make them your ambassadors! 𝗠𝗼𝗻𝗶𝘁𝗼𝗿 𝗮𝗻𝗱 𝗠𝗲𝗮𝘀𝘂𝗿𝗲. Track the sentiment and volume of feedback over time.

In our garden, customers aren't just observers; they're active participants. We initiated a "Gardeners' Chat" – a feedback session where they could share insights and suggestions. Dave, being the insightful gardener he is, highlighted a desire for a smoother onboarding process. We didn't just listen; we took visible actions. The next time Dave logged in, he found a newly paved onboarding path, reinforcing that his voice played a crucial role in shaping our garden.

It is absolutely like that, the best way to give an accurate response that even exceeds the clients' expectations is through knowledge, approaching them and knowing what they need, knowing above all what is the negative thing that they may think about you, it is an incredible source to make changes, do not be afraid to listen to an opinion that seems negative, great ideas and innovative strategies to improve can emerge from there. Stay very close to your target audience.

Rewarding your customers when they are at risk could remind them how much your company cares about retaining them. By offering a discount or a freebie may be enough to retain the customer, or if you find a way to pair it with a free offering with a purchase (i.e. 1-2 months off a full year subscription, or a free quality item with a purchase of an item) it will make it more likely to retain them. Sometimes purely giving a freebie may result in them still walking out the door because the barrier to exit may seem lower or the deal that they care getting isn't as enticing.

Loyalty deserves more than a pat on the back; it deserves a grand celebration. Picture this as throwing a surprise "Blooming Party" for Dave. We sent him a personalized video, thanking him for being an integral part of our garden. Attached was a virtual bouquet – a special discount or an exclusive offer – our way of saying, "Your loyalty is our reason to celebrate!"

Re-engagement is an art, much like curating a musical playlist tailored to individual tastes. We experimented with a special tune for Dave – perhaps an exclusive early access offer. By analyzing his clicks, opens, and responses, we fine-tuned our playlist. The goal? Crafting a symphony of engagement that resonates uniquely with each customer.

Reach out to customers before they come to you with a problem to 𝗽𝗿𝗲𝘃𝗲𝗻𝘁 𝗱𝗶𝘀𝘀𝗮𝘁𝗶𝘀𝗳𝗮𝗰𝘁𝗶𝗼𝗻 and re-engage customers drifting away. 𝗖𝗲𝗹𝗲𝗯𝗿𝗮𝘁𝗲 the anniversary of a customer's first purchase or subscription. Reaching out via 𝗽𝗲𝗿𝘀𝗼𝗻𝗮𝗹𝗶𝘇𝗲𝗱 𝘃𝗶𝗱𝗲𝗼𝘀 can make a big impact, especially in our digital-heavy world. Involve customers in your brand's 𝘀𝗼𝗰𝗶𝗮𝗹 𝗿𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝘆 initiatives. Use 𝗿𝗲𝘁𝗮𝗿𝗴𝗲𝘁𝗶𝗻𝗴, but not just to sell, but to 𝘁𝗲𝗹𝗹 𝗮 𝘀𝘁𝗼𝗿𝘆, share a testimonial, or provide a valuable piece of content. Involve customers in a 𝗰𝗼𝗺𝗺𝘂𝗻𝗶𝘁𝘆related to your brand - through social media groups, forums, or events. Give them leading roles in it.