Old customers can be a valuable source of income for your business — but convincing them to return isn't always simple. Here's how to do it efficiently, keeping both time and costs to a minimum.
Former customers already know your brand. They've interacted with your team, used your products and experienced your service first-hand. That existing relationship is a powerful asset — if you approach reactivation the right way. Here are four strategies that consistently deliver results.
For existing or former customers, email alone isn't enough. Anyone who has already done business with you will feel a connection with your brand and will likely have had significant interaction with your employees — so a more personal touch is needed.
Calling customers is the most effective way to achieve this. Encourage your team to tailor each call as much as possible, making it clear to the former customer that you genuinely value their business.
Automating calls helps your business cut both costs and time when reaching former clients. Your agents will be able to contact a larger number of customers in a shorter period — dramatically improving efficiency.
Choose a fully unified platform, like the Blue Telecoms hosted predictive dialler, that offers complete integration with your existing cloud services and apps, plus comprehensive reporting, excellent security and 24/7 customer support.
Encourage feedback and open discussion from your former clients once you have them on the phone. Ask the important questions: What can your business do better? What did they like? Why did they leave?
Make sure the customer feels they can genuinely air their issues or opinions, and respond with fairness and understanding. By showing them you're responsive and willing to improve, you're far more likely to win their custom back.
Most people cannot resist a bargain. Giving your former customer base a chance to grab an exclusive offer is one of the easiest ways to bring them back to your business.
You can make the offer available for a limited time only to create urgency, or communicate a longer-standing discount if the client commits to a certain volume of products or services.
Learn how a hosted predictive dialler can help you reconnect with old customers efficiently and cost-effectively.