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How to Win Back Lost Customers with Remarketing Campaigns

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If you don’t think you’ve ever been retargeted or remarketed, you are probably mistaken. Have you ever checked out a website and maybe even added products to your cart but never followed through with your purchase? The next day, you all suddenly see ads appear for the exact product you had been looking at the day before. Coincidence? Probably not. You’ve been included in one of many remarketing campaigns out there.

Remarketing campaigns have become increasingly popular to bring customers that were once interested in a product or service back. You, as a company, are literally “re”-marketing to these individuals.

Why Did Your Customer Leave?

You may wonder what you did as a company when you lose a customer, especially those who have been with you for the long haul. As they cancel memberships and subscriptions or abandon their carts without completing a purchase, it can be challenging for companies to understand the reason why. The truth is, there’s most likely much more to the story than you first realize.

You as a company need to figure out what that story is all about. Find answers to questions like:

  • Did the customer leave due to cost concerns?
  • Is there a more cost-effective product or service like yours that they may have purchased instead?
  • Is your product not providing what the customer needs any longer?
  • Did the customer have a poor experience with the company?

How do you find out this information, you might ask? There are all kinds of surveys out there that can help you better understand your customers and why they may have left or are considering leaving. Once you have figured out their reasons for leaving, it’s time to get them back!

Never Tried Remarketing Campaigns?

If you’ve never tried remarketing campaigns for your business before, we have all the information and tips you need to make it happen. Ready to get started?

  • Prioritize the customers you will remarket to – Of course, all your customers are important, but trying to get them all back through the same remarketing campaigns is probably not the best strategy. Look for customers that will contribute to your recurring revenue each month or quarter. Those you believe could be long-term customers should also be high on the priority list. Using past customer data can help you discover those who have been long-time customers as well as who have spent the most money with your company in the past. Focus on these important customers that are most likely to return and stick around.
  • Listen to your customers – When customers are heard, they feel valued. Feedback from your customers helps you learn what is important to them as well as what they like and dislike about your company and products/services.

Listening to your customers is one thing but doing something about the things they say is another. Be sure that you’re willing to take action if you ask for feedback. Creating strategies to win back customers that have negative things to say about your company can improve the level of customer retention you’re able to gain.

  • Provide individualized customer service – Customize the communication you have with your customers so that they feel like you wrote that email just to them. Text messages can often feel more intimate as well. Provide ways for customers to chat with a live customer service representative for fast, individualized answers to questions or problems. This kind of care speaks to customers as they experience issues or questions and don’t want to wait 24-48 hours for a return email response that may or may not come.
  • Find ways to encourage your customers to return – Customers love discounts or free gifts. If you can offer incentives like this to your customers, it may persuade them to return. This is called service recovery. If you can create a positive experience with a customer once again, they are happy, and so are you. This is what success looks like!
  • Track your results – This is a vital part of every marketing strategy. You need to look at your results to see what is and isn’t working. How can you improve as a company if you’re not tracking those results? Tracking your customers’ actions will also help you with future remarketing efforts.

What Methods or Channels Can You Use for Remarketing?

There are a few channels that work best for winning customers back. Some of them include:

  • Emails and Text Messages – Customize this type of communication for customers that have stepped away from your brand. This can be a one-time communication or several communications over a period of time. You can remind customers about the products they love, encourage customers to finish their purchase after an abandoned cart, and more.
  • Social Media – Keep past customers interested in what you have to offer through new posts, ads, videos, etc. When you’re all over their social media feed, they’ll have a hard time forgetting about you!
  • Ads – Retargeting ads can be a great way to bring in customers that have visited your site but may not have initially made a purchase. The trick is to use these ads to your advantage. If they are too “in your face,” they could have the opposite effect.
  • Live Chat – As your customers click through your site to cancel their membership, offer a live chat option to urge them to reconsider.

Need Help Winning Back Your Lost Customers?

Losing clients for whatever reason is disappointing and if you want to be successful as a business you must make a plan to avoid the departure of important customers and win them back if they do leave. Track your remarketing ads to see how successful they are. Then it won’t hurt so much when you lose customers because you’ll know you have a plan to get them back.

If you need help creating some great remarketing campaigns, ARYU Advertising has your back. We’ll help you reengage with your customers and help win them back through great remarketing and retargeting strategies that feel right for your business. Contact us to get started today!