According to a “Client Winback Customer Study” by SaaSquatch.com, even if customers have become inactive, you have a 60-70% chance of converting them back as an active customer. In comparison, the success rate for selling to a new customer is only 5-20%. Taking the time to analyze how to win back these customers can provide your company with important insights that will spur growth in the long-term.
Customers may leave your business for various reasons, but it is up to you to invest the time in winning them back.
Below, you will find 3 Tactics to “Win Back” those inactive customers.
- Reach Out Directly to Ask Questions:
This method will allow you to understand what needs to be improved upon to gain back this relationship. Take the initiative to reach out and ask how you could better serve them in the future. The method you choose will depend on your business and the size of the customer base you are reaching out to. For companies who serve a smaller number of clients, personal emails can go a long way in winning back customers. For businesses that serve large groups, surveys may be a better, more efficient method.
In some instances, calls and meetings are needed to win back clients. Make sure to listen intently to what they say, reading between the lines as well if they are apprehensive to share something. Having a copy of this conversation(s) to refer to will help you make conscientious decisions based on your findings.
2. Adjust Your Offerings to What is Missing:
Customers may leave for a variety of reasons, but you can listen to feedback and determine what adjustments would benefit your company in the long-term. If your former customer thought that your services were too expensive, try offering them a discount or starting a company loyalty program.
If your customer left due to poor customer service, it is likely the customer will not return unless they are assured that they will only endure the proper treatment from there on. You can assure them that your company has made the necessary changes by producing a public message listing the improvements your company has made or creating an email campaign focused on improvements.
3. Apologize About Your Shortcomings:
Once you have determined where your company may have fallen short of expectations, apologize and provide clear communication about what can be expected moving forward. This shows your customer that they are a priority to your business, and that you are willing to meet and exceed their needs in the future.
Once you have decided which strategies are most relevant for your company, you will be sure to win back some great customers. What win back tactics did we leave out? Comment below!
