Quick tips you can use
Something terrible just happened. A few customers have left you and you’re not sure what your next move should be. Although it can sometimes feel like the end of the world, it doesn’t have to mean all is lost.
When customers leave, it feels like a disaster. But it’s not a judgement on you. It just means that right now, your offers aren’t lining up with the person’s needs. Now is the time to make sure you practice skillful customer service, and to know this can be an opportunity to connect with the person and bring them back on board. Here are six proven strategies for winning back lost customers.
Make an enticing offer
Send an email with an interesting offer or incentive for the person to come back. This could be a discount on your products, free exclusive content, a freebie, membership to a website, or anything else that’s highly valuable to your audience.
Offer free learning opportunities
Customers might be leaving because they’ve bought your product and don’t know how to use it. You can win them back by offering educational opportunities where you teach them how to get the most out of your product.
You can do this through content or, even better, webinars and training sessions. Engage with your customers personally and actually show them one-on-one or in groups how to get the most from their purchase.
Show how much you’ve grown
Send former customers content that underlines the changes you’ve made to give them a better experience. Highlight new products or systems, and show how these make life better for your audience. Examples could include things like a new customer service center, one-touch ordering, or fixes to products based on customer feedback.
Run a competition on social media
You can bring people back with a social media competition that gets them directly involved in making improvements to your services. For example, run a campaign that invites customers to tell you what they’d like to see changed. Another idea is to give your customers a chance to suggest new products they’d like to see you develop.
Find out why
When a customer is thinking about leaving, contact them to see if they wouldn’t mind taking a short exit survey. Find out why they’re leaving and use this to improve your future marketing and products. It’s also an opportunity for you to make contact and remind the person of the benefits you offer, or make a special offer to get them back.
Recommend a competitor
This might sound counterintuitive, but it’s a way of playing the long game. If you’re not fulfilling your customer’s needs, help them get those needs fulfilled somewhere else. Recommend them to a competitor or point them to resources they need. Sure, they’re leaving you, but they’re leaving you on good terms. The goodwill you create will help your brand and they’re more likely to return in the future.
If you manage it well, you can bring customers back and win them over so that they’re even more loyal than before.