How to Recover Lost Customers: 8 Tips for Your Business
Posted: Mon Dec 23, 2024 4:03 am
Do you know how to recover lost or inactive customers? Every company goes through the process of having some old customers who were generating great sales, but suddenly stopped doing business. If your business has already gone through this, know that it is common and can be overcome.
To help you win back lost customers, we have prepared a comprehensive content with several tips for your company to win back these consumers and achieve new sales. Continue reading and check out the main actions that can be taken in this situation!
1. Define who are considered inactive customers
The first step in winning back lost customers is knowing who they are. Therefore, it is very important to understand the purchasing behavior of your target audience and to know their needs, desires, and other relevant data.
One piece of information that will help a lot in this identification process is the average time between one purchase and another. After all, knowing how long it takes for your audience to purchase your product or service again, you can determine which customer is truly inactive and which has not yet needed to buy it again .
Also check out: How to set up a service flow?
2. Create a segmentation among lost customers
Once you’ve identified who your lost or inactive customers are, it’s crucial to segment them into different categories. This is essential because not all consumers are the same, so you’ll need to take different actions for each type of customer.
You can group them by type of product/service architects email list purchased, average ticket, downtime, location, among other forms of categorization. This helps you provide personalized and more efficient service to consumers, increasing your conversion.
After that, you must define some actions for each customer segment. Consider the consumer profile, appropriate tone of voice, among other points that will help win back these people.
3. Use the right communication channel for each customer
We ended the last topic talking about actions for each consumer segmentation you made, right? One of the possible actions is to find the ideal communication channel to talk to that type of customer .
By choosing the right interaction channel, you can serve that person in a personalized and much more assertive way. To find the right means, you can analyze the last form of contact used with that consumer.
Check whether it was via WhatsApp, email, phone, face-to-face meeting, video conference, among others. Knowing this information, you can contact them using the format that best connects with that customer.
Read also: How to use a WhatsApp bot in your company?
4. Understand the reason that made you stop buying
When interacting with your lost customer, try to understand what made them stop buying from your company or break their previous contract. If the number of customers is too high to ask in person, send a form such as a satisfaction survey.
In it, they will be able to explain everything that made them stop buying from you, so it is possible to obtain very important information that can help prevent this from happening again.
5. Make a new proposal for him
To try to recover this lost customer or one who was simply inactive, create a new proposal for them about your product or service.
The idea here is to present a proposal that will truly delight your consumer and show them why they should choose your company over others. To put together a good proposal, create a visually appealing presentation, make the price and your differentiators clear, personalize it according to your customer's profile, and be objective.
6. Reach him via a “bridge”
The “bridge” we are referring to here could be another consumer of your company who knows that lost customer or some other close contact with that customer. This person can act as an intermediary between you and ensure that the parties get back together.
7. Try to meet him at events
Events are also a great opportunity to reconnect with distant customers and try to get closer to them. In addition, they also serve to increase your retention , after all, it is very important to maintain your relationship with customers .
To find out if your consumer will be at an event, follow them on social media or send them an invitation to visit your company's stand at a specific convention or exhibition.
8. Develop new after-sales strategies
Once you have successfully recovered your lost or inactive customer, it is essential to ensure that this does not happen again. To do this, create new after-sales strategies that help maintain close and warm relationships with your audience.
These actions after a sale are essential to increasing your customer retention. Therefore, you should always think of ways to satisfy them and ensure your success .
To help you win back lost customers, we have prepared a comprehensive content with several tips for your company to win back these consumers and achieve new sales. Continue reading and check out the main actions that can be taken in this situation!
1. Define who are considered inactive customers
The first step in winning back lost customers is knowing who they are. Therefore, it is very important to understand the purchasing behavior of your target audience and to know their needs, desires, and other relevant data.
One piece of information that will help a lot in this identification process is the average time between one purchase and another. After all, knowing how long it takes for your audience to purchase your product or service again, you can determine which customer is truly inactive and which has not yet needed to buy it again .
Also check out: How to set up a service flow?
2. Create a segmentation among lost customers
Once you’ve identified who your lost or inactive customers are, it’s crucial to segment them into different categories. This is essential because not all consumers are the same, so you’ll need to take different actions for each type of customer.
You can group them by type of product/service architects email list purchased, average ticket, downtime, location, among other forms of categorization. This helps you provide personalized and more efficient service to consumers, increasing your conversion.
After that, you must define some actions for each customer segment. Consider the consumer profile, appropriate tone of voice, among other points that will help win back these people.
3. Use the right communication channel for each customer
We ended the last topic talking about actions for each consumer segmentation you made, right? One of the possible actions is to find the ideal communication channel to talk to that type of customer .
By choosing the right interaction channel, you can serve that person in a personalized and much more assertive way. To find the right means, you can analyze the last form of contact used with that consumer.
Check whether it was via WhatsApp, email, phone, face-to-face meeting, video conference, among others. Knowing this information, you can contact them using the format that best connects with that customer.
Read also: How to use a WhatsApp bot in your company?
4. Understand the reason that made you stop buying
When interacting with your lost customer, try to understand what made them stop buying from your company or break their previous contract. If the number of customers is too high to ask in person, send a form such as a satisfaction survey.
In it, they will be able to explain everything that made them stop buying from you, so it is possible to obtain very important information that can help prevent this from happening again.
5. Make a new proposal for him
To try to recover this lost customer or one who was simply inactive, create a new proposal for them about your product or service.
The idea here is to present a proposal that will truly delight your consumer and show them why they should choose your company over others. To put together a good proposal, create a visually appealing presentation, make the price and your differentiators clear, personalize it according to your customer's profile, and be objective.
6. Reach him via a “bridge”
The “bridge” we are referring to here could be another consumer of your company who knows that lost customer or some other close contact with that customer. This person can act as an intermediary between you and ensure that the parties get back together.
7. Try to meet him at events
Events are also a great opportunity to reconnect with distant customers and try to get closer to them. In addition, they also serve to increase your retention , after all, it is very important to maintain your relationship with customers .
To find out if your consumer will be at an event, follow them on social media or send them an invitation to visit your company's stand at a specific convention or exhibition.
8. Develop new after-sales strategies
Once you have successfully recovered your lost or inactive customer, it is essential to ensure that this does not happen again. To do this, create new after-sales strategies that help maintain close and warm relationships with your audience.
These actions after a sale are essential to increasing your customer retention. Therefore, you should always think of ways to satisfy them and ensure your success .