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Frequently Asked Questions
What is reactivation in business?
Reactivation is the process of winning-back customers who have engaged with your brand in the past but haven’t interacted with your brand in a stipulated period and are about to drop off. It is more relevant and cost-effective for a business to reactivate customers rather than look for new ones.
Why is customer reactivation important?
Since they have engaged with your brand in the past and purchased your product, dormant are likely to generate a better stream of revenue if you win them back. Probability of getting inactive customers to become brand loyalists again is far greater than building loyalty from new customers. Instead of putting all your efforts into chasing new customers, brands should work on running reactivation campaigns focused on driving interest in dormant customers.
How to re-engage inactive customers?
You can reactivate dormant or inactive customers in many ways. Here are some examples:
- Sending offers and promotion alerts through omnichannel marketing across multiple channels frequented by the customer. You can send these messages to customer who have converted in particular categories in the past and you can identify their preferred channel and time to receive messages using Sherpa AI.
- Run behavior-based and location-based campaigns. You can geo-target customers and send them relevant messaging according to their preferences.
- Find out dormant customers who haven’t interacted in the last 30 days and send them messaging based on their SMS or WhatsApp patterns.
Give me an example for reactivation campaign.
A good example of a reactivation campaign would be Airtel Wynk Music, where the team leveraged journey builders to identify and target dormant customers, study their reasons and patterns for going dormant, and used MoEngage’s insights-led engagement approach to launch push notifications campaigns. You can read the full report here.
Recommended Reading List
Here are some actionable resources on customer reactivation that we've curated for you
How to Calculate and Increase Customer Lifetime Value (LTV) in Mobile Marketing
How to Calculate and Increase Customer Lifetime Value (LTV) in Mobile Marketing
How to Calculate and Increase Customer Lifetime Value (LTV) in Mobile Marketing
How to Calculate and Increase Customer Lifetime Value (LTV) in Mobile Marketing
How to Calculate and Increase Customer Lifetime Value (LTV) in Mobile Marketing
How to Calculate and Increase Customer Lifetime Value (LTV) in Mobile Marketing