Blog Post | Sep 16, 2025
Win Back Your Customers
Your customers want to hear from you, and, for many, marketing sent at regular intervals can be enough to keep them active. These steps can help you develop a strategy.
Many businesses see customer churn of up to 25% a year. That’s a significant figure, so even if you’re welcoming new customers, it could be worthwhile to win back some of those who’ve left. According to studies, existing customers spend up to 67% more than new customers. Here’s how you can create a simple win-back strategy:
First, you have to understand why customers no longer purchase from you.
• Inactive customers who just aren’t purchasing your products but could be reactivated with the right incentives.
• Those who have actively sought out an alternative from a competitor. Perhaps they were curious about what else was out there or found comparable products for less money.
• Former customers who are actively/aggressively avoiding your products or business. Perhaps they had a bad experience with either your offerings or your service.
Next, determine your win-back strategy to rectify the reason why a customer may have left.
• A properly timed offer or special discount. This may be all you need to activate lapsed customers.
• A “new and improved” campaign. Devise a campaign focusing on new products or changes that have occurred since the customer last shopped with you. This may help them see you in a new light—especially those customers who’ve started shopping with a competitor.
• Make amends. These campaigns target those consumers who’ve had a negative experience with your products. Ask for feedback and let those customers know you’d love to have them back.
When it comes to retention, prevention is best!
Remember, it’s easier and cheaper to win back lapsed or switching customers. And it doesn’t have to cost a lot to stay in the good graces of your existing customers: Your customers want to hear from you, and, for many, marketing sent at regular intervals can be enough to keep them active.
We’ve helped businesses of every shape and size hold onto happy customers, and we can help you do the same. Call us to learn how.
First, you have to understand why customers no longer purchase from you.
• Inactive customers who just aren’t purchasing your products but could be reactivated with the right incentives.
• Those who have actively sought out an alternative from a competitor. Perhaps they were curious about what else was out there or found comparable products for less money.
• Former customers who are actively/aggressively avoiding your products or business. Perhaps they had a bad experience with either your offerings or your service.
Next, determine your win-back strategy to rectify the reason why a customer may have left.
• A properly timed offer or special discount. This may be all you need to activate lapsed customers.
• A “new and improved” campaign. Devise a campaign focusing on new products or changes that have occurred since the customer last shopped with you. This may help them see you in a new light—especially those customers who’ve started shopping with a competitor.
• Make amends. These campaigns target those consumers who’ve had a negative experience with your products. Ask for feedback and let those customers know you’d love to have them back.
When it comes to retention, prevention is best!
Remember, it’s easier and cheaper to win back lapsed or switching customers. And it doesn’t have to cost a lot to stay in the good graces of your existing customers: Your customers want to hear from you, and, for many, marketing sent at regular intervals can be enough to keep them active.
We’ve helped businesses of every shape and size hold onto happy customers, and we can help you do the same. Call us to learn how.