8 Expert Tips to Build an Exceptional Win-Back Campaign

Ever implemented win-back campaigns to bring back your customers and wondered what went wrong? Expectations of customers have changed significantly in the past years, and so should campaigns to retain and win back customers

Most marketers focus on traditional campaign methodologies to captivate and win back customers. However, it would be best to have solutions that set you apart from others in this saturated market.

Quest Labs is here to help you find out how to win back inactive customers like industry experts and share the best win-back campaign examples to learn from.

What Is A Win-Back Campaign?

A win-back campaign helps businesses re-engage lapsed customers and encourage them to interact with their products or services. However, winning back a customer is more challenging than it sounds. There is no one-size-fits-all solution in win-back campaigns.

Every business must understand the pain points that cause customer churn, fix them on time, and re-engage users.

But is win-back marketing worth the hassle?

8 Steps to Create an Effective Win-Back Campaign

1. Identify Lapsed Customers

Quest Labs goes the extra mile to identify lapsed customers using AI-powered customer segmentation. This advanced segmentation divides a larger customer audience into smaller, more manageable groups and helps determine their behavior effectively.

• Personalized Recommendations:

  Marketers should analyze users\' browsing history and preferences to offer personalized recommendations and reengage them.

• Reasons For User Churn:

  Businesses can use AI to analyze users' behaviors and past engagement to identify patterns leading to user churn.

• Sentiment Analysis:

  Analyzing user sentiments from social media posts and reviews is beneficial, helping businesses address grievances efficiently.

2. Analyze Reasons for Churn

• Exit Surveys:

  Exit surveys effectively identify why users unsubscribe from a product. They help businesses understand the triggers for users deactivating their accounts or unsubscribing.

• Feature Usage Surveys:

  User experience surveys encourage users to rate their experience with specific product features. They can also suggest issues with these features and future enhancements they are looking forward to.

• Customer Satisfaction Surveys:

  Customer satisfaction surveys encourage customers to rate the service and share their thoughts. It also helps businesses understand the issues causing customers to churn and fix them regularly.

3. Personalization in Re-engagement Messages

Businesses should personalize messages when reaching out to lapsed customers. Personalization in re-engagement messages makes customers feel valued and understood, maximizing the likelihood of winning back customers.

AI understands customers' preferences based on their past behavior. Therefore, it becomes easy to personalize messages for each user, building customer loyalty and improving conversion rate.

4. Re-Engagement Through Gamification

Top brands have proven that gamification is a winning engagement strategy. If you think it can only engage existing users, here's how you can win back lost users through gamified engagement.

• Challenges:

  Marketers can introduce exciting missions that give users credits and exclusive features for participating. These challenges create a sense of accomplishment and motivate users to reengage with the app.

• Leaderboards:

  Businesses need customizable leaderboards with easy styling options. These leaderboards show real-time updates and rankings, motivating customers and driving regular engagement.

• Streaks:

  Streak is another engagement-boosting feature that lets customers earn incentives for reaching certain streak milestones.

• In-App Earned Badges:

  When users attain certain engagement milestones, they earn in-app badges. These badges create a playful environment and encourage users to collect them all.

Win your customers' interests through gamification like these industry leaders.

5. Exclusive Offers and Discounts

Providing exclusive offers and discounts to lapsed customers can help win them back. Businesses can create urgency through limited-time deals and exclusive rewards to encourage them to participate. Moreover, AI helps them personalize the offers based on their interests and increases the likelihood of re-engagement.

Marketers can present these exclusive offers in such a way that they enhance user engagement.

• Scratch The Card:

  Scratch the Card adds an element of anticipation and surprise to exclusive rewards. Businesses can integrate these cards along the user journey where engagement dips.

• Spin the Wheel:

  Spin the Wheel introduces exclusive offers in a fun and engaging way. Let users spin the wheel and keep returning for more when they reach certain milestones.

6. Introduce Loyalty Programs

Loyalty programs cultivate user engagement by rewarding and encouraging them to stay active. A well-planned loyalty program can help reengage lapsed customers. Here are some features of a winning loyalty program.

• Tiered Benefits:

  when users continuously engage with the app, they move to higher tiers with better benefits.

• Exclusive Perks:

  Higher-tier members enjoy exclusive rewards, better discounts, and early access to features. These perks encourage existing and lost customers to participate continuously in the program.

• Regular Updates:

  With AI, businesses can effortlessly add new challenges and offers to the loyalty program. Regular updates keep users interested and excited throughout the program and retain customers.

7. Generative Personalization in Content and Recommendations

• Customized Recommendation:

  Leading businesses employ generative personalization to personalize customer recommendations based on user needs. These recommendations encourage lost customers to return and engage.

• Enhanced User Experience:

  Personalization improves the user experience and makes customers feel valued. So, when they return to the app, they are more likely to stay and come back for more.

• Higher Conversion Rates:

  Personalized experiences can significantly improve the chances of converting lapsed users into paying customers.

8. Timely Customer Assistance

Exceptional businesses ensure customers receive the best support through AI-powered customer service. Here's how it helps win back lapsed customers.

• Timely Reminders:

  AI helps businesses remind customers of abandoned shopping carts or upcoming subscription renewals at the right time. By personalizing these messages, companies can prevent losing or win back lost customers.

• Special Offers:

  Notifying users of limited-time discounts and exclusive deals effectively creates a sense of urgency. Therefore, users are more likely to return and engage without looking for better offers.

• Support During Issues:

  Customers feel valued when businesses quickly address and resolve their issues. Providing uninterrupted support builds customer trust and encourages them to stay loyal to the brand.

Successful Win-Back Campaigns Examples To Learn From

Here are three of the best win back campaigns to learn from.

1. SPY: Exclusive Offers

The international SPY museum provides exclusive offers to win back lapsed customers. Around 53.8 percent of US customers between 18 and 29 years old say discounts and coupons influence their digital purchasing decisions.

Therefore, the attractive 20% discount at the SPY Store is an attempt to encourage customers to seize the opportunity and stay on the list. The email they sent to the customers also contains significant information about what they will miss if they don't return to the website.

2.Audible: Personalized Recommendations

Audible includes personalization in its win-back email, which features the customer's wishlist and top picks based on previous interactions. Personalization in win-back emails makes customers feel valued and encourages them to consider returning their membership. Also, they offer dollar 8 off each month for the first three months to enable users to renew their membership.

3. Good Pair Days: Limited Time Deal

Good Pair Days offers a last-chance 25-dollar discount on the first purchase, clearly showing that this discount ends the next day. The email creates a sense of urgency, and users are more likely to finish the purchase before the offer expires. At the same time, they make sure that the email template looks visually appealing and straightforward.

Win Back Customers Like A Pro With Quest Labs

How to win-back a lapsed customer? If this question has been haunting you when you were planning a win-back campaign, hope our expert tips made it simple for you.

When customers increasingly expect personalization, Quest Labs personalizes their interactions with customers to promote customer loyalty. As a result, businesses have been able to cut down user churn and improve customer retention.

Quest Labs helps businesses identify the triggers for customers' opting out and build improvement strategies. It empowers businesses to win back customers by fixing these issues and making customers feel valued.

Are you wondering if Quest integration is suitable for your business needs? Feel at ease if the cost or time to launch are your concerns. Our solutions are highly affordable, and you can launch them in minutes.

Do you have something else in mind? Feel free to schedule a demo and discuss how we can help you.

Frequently Asked Questions

1. What is the win-back rate for customers?

The win-back rate is the percentage of customers who re-engage with a business after a lapse.

Win-back rate = (Number of re-engaged customers / Number of lost customers) x 100

2. How to win back a client?

Winning back a client starts with understanding why the user left through exit surveys and feedback. Businesses can fix these issues and encourage customers to re-engage by making them feel valued.

3. What is the best practice for winback?

One of the best practices for winning back customers is offering them exclusive rewards and limited-time deals. Quest Labs takes it further by personalizing the offers based on user interests.