A return journey is an approach for responsive communication with lost and inactive customers that encourages them to return and make more purchases, and if succeeded they will refer others.
Objective
The overall goal is to:
- Claim them back,
- Increase their order count,
- Recruit them as ambassadors.
Solution
Indulge & delight. Fresh, Engaging, and delightful brand. Customer Happiness.
Tactics
On Demand applications that 1- Take a Genuine Interest in customer Interests 2- pre-Solve Customer Problems 3- have Positive Customers, go above and beyond what is normally expected. The group that elevated will be biggest marketing asset in the long-run.
Many tactics can be used and I recommend a mixture of:
Nonpaid
- Direct Marketing
- Exit Offers
- Containment Social Media
- Loyalty/ Affinity Programs
- Personal Calls
- Remarketing/ Retargeting
Acquiring customers is the easy part, Retaining them is the real deal:
Seek Recognition
Encourage feedback voice from customers and implement their aspirations into your business and then you follow up and show them that their voice is heard.
Offer Exclusivity
Your 30, 60, 90 days customers are more valuable than the first 1 or 7 days customers. They deserve superior handling.
As long as customers know you care about them, they won’t worry about little imperfections.
Industry: Food & Beverage, QSR, Online food order application
Brand: Local, 9 months since launch.
County: Saudi Arabia
Date: September 2016
