CS in Focus’ Post

The key to re-engaging inactive users. Last month on Spotlight Podcast by CS in Focus, I spoke with Holly Goodliffe, and we discussed the secret to running impactful digital campaigns. Here’s the story she shared from her time at Heap. When re-engaging lapsed users, they tried everything: Newsletters, advanced use cases, and even promoting new features. But none resonated. What did work? 🤔 Revisiting the basics. They focused on helping users master simple skills that delivered immediate value. ❌ “Use this feature” ✅ “Let’s solve your problem in two minutes flat.” The results? → Engagement rates increased significantly → Feature adoption improved → Lapsed users reactivated Why does this work? → 76% of consumers are more likely to engage when content feels tailored to them (McKinsey). → Personalization boosts retention, with 56% of customers staying loyal to brands that understand their needs (HubSpot). 🔑 The takeaway is clear: Addressing current customer needs with personalized, valuable content is crucial for effective engagement and retention. P.S. Have you ever counted how many times you use "me" vs "you" in your messages? #CustomerSuccess #DigitalCS #CustomerEngagement #SpotlightPodcast