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How To [Re-Engage] Inactive Customers? - 5 Proven Ways

Updated: Sep 22, 2023

how to re-engage inactive customers - [how to reactivate inactive customers]
Photo by Andrea Piacquadio [Pexels]

How To Re-Engage Inactive Customers?:

Are your customers slipping through the cracks, leaving your business in pause?

In today's competitive landscape, knowing 'how to re-engage inactive customers,' 'how to win back inactive customers,' or 'how to reactivate inactive customers is crucial to sustaining growth.

But don't worry, all you need to know is shared below.

Re-engaging inactive customers can be a challenging task, but it is essential for any business that wants to retain its customer base and increase revenue.

There are several strategies, and ways that you can use to re-engage your inactive customers, and the most effective ones are shared below.

In fact, these have been proven to produce great results, referring to several case studies.

“The marketing tactics you deploy to engage customers should lead to a positive return. Utilizing channels you own to communicate with your customers is the best way to drive engagement and track success on your terms” - Wunderkind and Retail Dive Report

Reactivate Inactive Customers:

Here are the top 5 strategies to re-engage or reactivate inactive customers:

1. Personalize Your Communication:

One of the best ways to engage your inactive customers is to personalize your communication with them.

This means tailoring your messages to their interests and preferences, rather than sending out generic messages.

You can do this by segmenting your customer base and sending targeted emails, messages, or offers based on their past purchases or browsing history.

[You may read what makes personalized customer service important].

“80% of customers are more likely to make a purchase from a brand that personalizes experiences but 71% of consumers feel frustrated with impersonal experiences” – Litmus Email [on email personalization]

2. Offer Special Promotions:

Another way to encourage your inactive customers to come back is by offering them special promotions or discounts.

This could include a limited-time offer or a personalized discount code that they can use on their next purchase.

“Communicate value to your customers regularly, via discounts or unique experiences. Regular communication reduces price sensitivity and leads to fewer sales losses” - channable and Marketing Dive [2022]

3. Send Regular Updates:

Many customers become inactive simply because they forget about your business or lose interest in what you have to offer.

To combat this, you can send regular updates to keep them engaged and informed about new products and services, sharing inspiring content, or any promotions you may have.

[Here are some stunning ready-made templates you can take advantage of based on your business niche].

“The key is that you must have a nurturing system that lets your audience see who you are and what world you’re working to create (through your business), not just what you sell” - Social Media Marketing Trends 2023 by Social Media Examiner

4. Request Feedback:

Customers appreciate feeling valued and heard.

By asking your inactive customers for their feedback on why they might have become inactive, you can gain valuable insights that will help you improve your customer engagement strategies.

[Here is how to handle negative feedback, in case].

“Understand how people really feel through more genuine, human listening. People want companies to listen more — and that doesn’t mean just sending more surveys. They want companies to really listen, and that means tapping into omnichannel listening and new tools like video feedback, so you can respond in the right ways” – Qualtrics [Global Consumer Trends 2023, US]

5. Create a Rewards Program:

Creating a rewards program [or referral program] that incentivizes customers to stay active is another effective way to engage them.

Offering exclusive discounts, early access to products or services, or freebies can all be great incentives that keep customers coming back. In fact, this is a very good motivator too.

“Create a loyalty program that suits your needs. For example, rather than having a free item as the reward, make it a “buy one, get one” to encourage a future visit or offer a discount when they shop with a friend to incent referrals”American Express and PayPal Survey [Retail Dive Newsletter]

Pro-Tip: It is also important to use multiple channels to reach out to your inactive customers, such as email, social media, or even direct mail, to ensure that your message is received and resonates with them.

Make sure they don't feel spammy. In other words, start with a gentle approach.

In summary, re-engaging inactive customers requires effort, but it is well worth it in the long run as it helps you retain your customer base and also boost revenue.

So, by personalizing your communication, offering special promotions, sending regular updates, requesting feedback, and creating a rewards program, you can effectively re-engage your inactive customers and create a loyal customer base over time.


Inactive Customers Meaning:

Inactive customers refer to individuals or entities who were once engaged with your business but have since ceased their interactions.

These customers have essentially become dormant or disengaged, meaning they no longer participate in your sales funnel, make purchases, or show any signs of interest.

Active Customer Definition:

Active customer refers to a customer who is actively engaged with a particular product or service.

In other words, they are not just a one-time buyer, but someone who consistently interacts with the brand and makes regular purchases.

What does it mean when a company is inactive?:

When a company is described as "inactive," it typically means that the company is no longer actively conducting business operations.

In other words, the company is not actively engaging in any commercial activities such as producing goods or providing services.

How To Contact Inactive Customers?:

Here are the most preferred ways to contact inactive customers:

  • Email

  • WhatsApp, and

  • Telecalling [for local businesses].

Here's related information that you may also find helpful – Customer Engagement Using AI [Discover 3 major ways you need to know]

P.S: Ready to [unlock the power of digital marketing] and drive [your] business forward? – Access my forum today

P.S.S: Please don’t forget to forward this blog post to your network so they can get the best tips, practices, strategies, education, resources, & tools to help their businesses grow [sharing is caring].

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