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Customer Success & RevOps Leader | Top 10 North American CS Thought Leaders watchlist | Podcast host of CS In Focus | Help businesses accelerate in customer-led growth

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

Emma Lo 🧩

Customer Success & RevOps Leader | Top 10 North American CS Thought Leaders watchlist | Podcast host of CS In Focus | Help businesses accelerate in customer-led growth

4d
Jan Young, MBA, CSPO, CSM

Putting the C-S in C-Suite! | 2X Top 25 CS Influencer | Top 100 Female B2B SaaS Pipeline Pioneers | Top 50 & 100 CS Influencer | Top 50 Women Leaders in CS | Customer-Led Growth Advisor | Investor

4d

Yep! When in doubt, revisit your basics. You may think you need something advanced, but it's those basic questions that will lead you to your answers 9 times out of 10.

John Montague 📈

CEO's call when the sh*t hits the fan, and they need help with Sales, Marketing, Human Capital, and Culture!

4d

Great points Emma, getting back to basics solves most issues in GTM. Who is our customer, and what is the value that they receive from doing business with us?

Ian McGavin

Growth Ninja 🥷 | Master of Mobile Marketing 🔥 | User Acquisition & Retention Guru 📲 | Turning Conversions into Die-Hard Fans 🚀

4d

Great insights, Emma! Revisiting the basics and focusing on immediate value really showcases the power of customer-centric strategies. Personalization is certainly key to re-engaging users and driving meaningful results. 🚀

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