How can I win back my customers?
Winning back inactive or cancelled customers can be done effectively with a win-back campaign. These campaigns focus on reactivating customers who have not bought anything for some time or have recently cancelled their subscriptions. An example is sending a creative mail pack with a special offer to these customers. A series of personalised online messages, combined with Direct Mails, can also be used to re-engage inactive customers.
Retaining existing customers
Customers at the end of their contract can be approached again with an attractive offer to remain a customer. This process, also known as customer retention or retention, is essential for long-term customer retention.
Direct mail as an effective win-back tool
A successful win-back campaign first requires determining when a customer is considered inactive and when is the right time to contact them. Here, Het DM Bureau advises on the right timing and segmentation. Which groups are approached, which offers are made and which type of mail pack is used are crucial parts of this strategy.
Examples of successful campaigns
NDC Media Group’s DM campaign, executed as a two-stage mailing, is used continuously and regularly attracts cancelled subscribers back. Another example is the retention mailing for Vattenfall. Customers receive a personalised letter with a contract extension offer one month before the end of their contract, which often results in customer retention.
Check out the full case studies for more details on these successful campaigns.