If you answered YES to at least one of the items on the list below, this customer is probably better off elsewhere. There is no point wasting time and money on these customers. They are not likely to stay in your wallet even after a second purchase.
What type of customer is most likely to come back – and stay with you?
Currently, data on inactive customer behavior offers the best clues about who is most likely to return. In fact, a recent study found that your most valuable past customers are those who:
They stopped buying for reasons related to price, not because of the quality of service,
They had complaints – but they were satisfactorily resolved.
3) Determine why they left
Following these last three insights from the previous kenya mobile database topic, it is worth remembering one thing: your goal is to recover inactive customers. However, not all of them spent time away from your brand for the same reason.
So offering all inactive customers a 10% off coupon and hoping they will bite is just lazy. And dangerous.
After all, a customer may unsubscribe from your service or stop making purchases because of issues such as:
Product limitations,
Problems with the price,
Poor customer service,
Lack of understanding of the product or other reason.
So the best way to base your strategy for recovering inactive customers is to start by answering these three questions:
1) What is the goal of your win back program? For example:
More sales,
Adoption of a new product,
Awareness of a new resource,
Increased cash flow.
2) What customer action will help you achieve this goal?
Reactivate your subscription,
Make a new order,
Provide a new login back to your portal,
Re-download your app.
3) Why did your customers leave?
The product was too expensive for his budget,
Bad experience,
Product difficult to understand,
Forgot your product.
Therefore, a good way to find out why a customer stopped or paused their purchase is to conduct a survey via email. Or even a phone call.