Increasing sales is often associated with gaining newer customers, but customer acquisition statistics show it is much easier to sell to your existing clientele. It costs at least five times more to gain a new customer than it does to sell to an existing one.
Looking at your existing clients, segment them into active and inactive clients. To be able to make a clear distinction between the two types of customers, it’s necessary to figure out what is the average lifecycle of an active client. The lifecycle of a customer will depend on the types of products or services you offer.
Before you count out the inactives as part of your company’s natural churn percentages, try these five steps to re-engage them.
- Define who those inactive customers are. Once you have this list, there will be additional segmentation you will be able to do. If you have collected information about what they purchased from you, you can group them by product. This will help you tailor a meaningful approach to re-engage them.
- Determine why they left. A good way to find out why a customer has stopped or paused their buying is with a survey or a phone call. Some companies start these phone conversations by saying they are part of quality control program and would like to find out how the products are working out or are calling to update their existing contact information. Whatever approach you choose, the important thing is to be able to reconnect and find out if you can address their reason for leaving.
- Set up a contact strategy. Once you have reached out, you should be able to determine which of these customers is open to being engaged again. You can add them to your monthly mailing lists for printed communications, text messaging strategy, or even a personalized message tailored specifically for them.
- Develop a “win back” offer. There are many different offers you can test when it comes to winning back your inactive customers . For example; offer exclusive discounts for returning customers or provide a free trial for a newer product. If you have segmented the group of inactive customers by products purchased, you can conduct A and B testing with your offers and to each group offer something different. This will allow you to see which offers perform the best.
- Take care of your newly re-engaged customers. Now that you have gained the attention of some of your inactive customers, it’s time to focus on their needs. Use different strategies to show them you are grateful for their time and business and always deliver a positive customer experience. Some companies use personalized postcards to thank clients for their business. Others use loyalty programs that accumulate points and offer rewards every time the customer makes a purchase.
Find out more about reviving inactive customers by contacting Allegra Marketing Print Mail. Allegra offers a variety of business services to help your company grow. Together we can establish strategies that support your business goals. Contact your local Allegra location to discuss the options available to step up customer loyalty, retention, and re-engagement programs!
While predictably receptive to online promotions and communications, research shows tech-savvy millennials have an unexpected affection for more traditional direct marketing.
The 2017 Annual State of Marketing Consumer Survey from Keypoint Intelligence – InfoTrends reveals 71 percent of North American millennials say they look at most of the direct mail they receive.
“There’s just not as much clutter in traditional media, like print and mail, and it’s engaging to digital natives,” says Kate Dunn, Business Service Director at Keypoint Intelligence – InfoTrends.
However, not all mail will capture the hearts of millennial buyers. Here are three ways to win them over and inspire long-term loyalty:
- Get personal. Most appealing is customized, printed content that reflects a website they’ve visited or products they recently purchased, according to the Consumer Survey.
- Interactivity is important. Dunn notes that millennials are more likely to use a QR code to access special offers, coupons or video, bringing digital assets into the conversation. Augmented reality is another big hit, creating opportunities to bridge the gap between the physical and digital world.
- Multi-channel matters. You’ve captured their attention with a direct mail piece – don’t lose their initial engagement with a lackluster website. Ensure your website is well designed, mobile friendly and recognizable based on their first exposure to your brand, Dunn advises.
Download your free copy of Marketing Insider today to learn more about inspiring loyalty in your millennial customers.
With just five seconds — or less — to catch a prospect’s interest, you must first get them to notice you. One of the best ways to accomplish this is through the use of eye-catching creative design and clear, concise text.
How do you get there? Try following some best practices for good “creative”:
Focus on the benefits.
Stick to customer benefits in your copy rather than your product’s features. For example, the weight and dimensions of a power drill are far less meaningful than saying it fits securely in your hand with a comfortable grip.
Add contrast to add interest.
Headlines, subheads and quotations will add visual emphasis and draw the reader to your most important information. Add visual contrast by leaving white space and varying the size of graphic elements. For example, two photos of dramatically different sizes on a page are more appealing than two photos of equal size. The “weight” difference also communicates which elements are more important.
Project the right image.
Use consistent typefaces and colors to create an easily identifiable “look” that distinguishes you from your competition. For example, you may want your audience to perceive your company as professional, friendly, corporate, dynamic or cost-conscious. The design you create reinforces these qualities and elicits the appropriate emotional response.
Never forget strategy.
Creative is designed to get results. And you can’t get results without strategy. Here’s how to motivate the desired action:
• Use a targeted list for your direct marketing to avoid waste and reach those most apt to buy.
• Create a sense of urgency. (Example: limited-time offer)
• Use incentives, like cash-back or free additional services.
• Include a clear call to action. Your prospects can’t respond if you don’t tell them what you want them to do or how they should do it. (Examples: Download a white paper, register for an event, make a donation, visit our website or contact us today.)
Talk to us about your creative challenges! Allegra can help.
One of the most widely embraced marketing tactics for establishing and maintaining customer rapport and loyalty is personalization. Personalized marketing leverages your customer data to individualize messaging, adding important relevancy. Personalization can be applied to most of your marketing channels: direct mail, email, social media and other digital campaigns.
Though personalized marketing can seem daunting, chances are you’ve already collected basic customer data that can be used to tailor your campaigns. Studies show that any form of personalization can pay off when it comes to engaging your targeted audience. According to a report from Econsultancy, 74 percent of marketers say targeted personalization increases customer engagement.
Here are a few ways to integrate personalization into your current marketing efforts to boost engagement:
- Using data collected from your current customer base, create your ideal customer personas and tailor your marketing strategy to meet the needs of each identified group. For multi-channel marketing campaigns, segment by group and tailor your approach based on communication preferences and customer demographics.
- Personalize a direct mail campaign by tailoring the messaging to a desired customer experience, rather than just a target customer. A pet supply store that offers grooming, for example, could share coat-care tips with a coupon for shampoo to a targeted list of past purchasers.
- Enhance your direct mail campaign with personalized landing pages to extend engagement and drive conversions for those who like to respond online.
Count on your local Allegra Marketing Print Mail to provide solutions for personalizing your marketing campaigns in the most targeted and practical way.