Reasons for customer inactivity – and countermeasures
Posted: Sun Feb 02, 2025 4:37 am
Customer reactivation requires fewer resources and time overall and has a higher track record. In addition, it has a positive effect on your company's reputation if you don't just drop old contacts and take care of all customers. It has been shown that the loyalty and profitability of regained customers is often higher than that of new customers. Reactivated customers are also more likely to recommend a company. So it can definitely be worth investing resources in former customers. Customer inactivity is often not associated with negative experiences. In this case, the chances of regaining the customer are particularly good.
To successfully reactivate customers, companies china whatsapp data must first find out what caused the inactivity in order to address the individual reasons of the former customers. For some previous buyers, it may be enough to simply point out the products or services offered again.
Other customers have simple reasons that require only a small step to win them back. This could be a change of contact person at the provider or the customer moving. In these and many other cases, personal conversations can work wonders. For example, the old contact person can introduce the new contact person, you can offer a delivery service to the customer's relocation location or refer them to a new local contact person. In both cases, the customer will feel well looked after and will think about your offer.
Several studies indicate that customers do not necessarily leave a company because of increased prices. Often it is due to a general dissatisfaction of the customers with the service offered. They feel that they are not receiving adequate advice, are not well looked after by the company, are neglected or are taken for granted. If such feelings arise, customers quickly look for alternative and more service-oriented companies. In this case, you should urgently correct the deficiencies in your customer service and send the disappointed customers a letter of apology with compensation, e.g. in the form of a discount or a special offer.
Note :
When communicating with your former customers, it is important to find out what mistakes you made in the past so that you do not repeat them and the contact does not lose interest again. In order to further develop the relationship with the customer, integration into a CRM system can be very useful.
To successfully reactivate customers, companies china whatsapp data must first find out what caused the inactivity in order to address the individual reasons of the former customers. For some previous buyers, it may be enough to simply point out the products or services offered again.
Other customers have simple reasons that require only a small step to win them back. This could be a change of contact person at the provider or the customer moving. In these and many other cases, personal conversations can work wonders. For example, the old contact person can introduce the new contact person, you can offer a delivery service to the customer's relocation location or refer them to a new local contact person. In both cases, the customer will feel well looked after and will think about your offer.
Several studies indicate that customers do not necessarily leave a company because of increased prices. Often it is due to a general dissatisfaction of the customers with the service offered. They feel that they are not receiving adequate advice, are not well looked after by the company, are neglected or are taken for granted. If such feelings arise, customers quickly look for alternative and more service-oriented companies. In this case, you should urgently correct the deficiencies in your customer service and send the disappointed customers a letter of apology with compensation, e.g. in the form of a discount or a special offer.
Note :
When communicating with your former customers, it is important to find out what mistakes you made in the past so that you do not repeat them and the contact does not lose interest again. In order to further develop the relationship with the customer, integration into a CRM system can be very useful.