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The best marketing practices for re-engaging dormant customers

Have you ever questioned why some of your consumers gradually cease interacting with your company? We refer to this as “dormant customers.” They are people who have not interacted with your brand recently, which may mean lost sales and missed prospects for expansion for your company. It’s crucial for business owners to concentrate on both retaining existing clients and attracting new ones. Reactivating dormant clients can help with that.

In this blog post, we’ll talk about the value of customer loyalty and provide you an outline of the top marketing strategies for reactivating lapsed clients. These tactics will help you reactivate dormant clients and improve your rapport with them, which will increase sales for your company.

Key takeaway 

  • Customers who haven’t interacted with your company in a while are said to be dormant.
  • For the sake of customer loyalty and to boost sales, it is crucial to reactivate dormant customers.
  • Offering rewards, holding events, using social media and email marketing, and sponsoring contests are all ways to re-engage dormant clients.
  • Bad customer service, high prices, fierce competition, and irrelevance are typical causes of dormant consumers.
  • To track down dormant clients, collect contact info, conduct client surveys, and segment communications.
  • Reactivating dormant clients can have positive effects on a company’s revenue, brand reputation, and customer feedback.
  • In SaaS, segmentation, in-app help, and customized offers can be used to re-engage inactive users.
  • Sending direct mail, keeping in touch with them for a reason, wishing them well, giving them a gift, and holding a customer appreciation event are all ways to re-engage dormant clients.
  • Customer loyalty and re-engagement are crucial for business success.
The best marketing practices for re-engaging dormant customers
The best marketing practices for re-engaging dormant customers

Reasons customers go dormant

A. Poor service and treatment

Customers may have felt underappreciated or ignored when it comes to subpar service and treatment. By understanding their prior experiences and providing solutions to enhance their future contacts with your company, it is critical to allay their worries. In order to ensure that all customers feel valued, you might adopt greater customer service training for your personnel or develop new policies.

B. Needs lower costs

Consider running specials or discounts to entice clients who have stopped buying from you because they require lower prices. This can entail giving them a discount on their subsequent purchase or implementing a loyalty program that rewards clients for their ongoing patronage. By providing these cost-cutting options, you can demonstrate to clients that you appreciate their business and are ready to collaborate with them to meet their demands.

C. Competitors win over

Customers being lured away by competitors can be a challenging challenge to overcome. Yet, it’s critical to monitor your competition and set your company apart from theirs. This can entail highlighting your distinctive selling propositions and providing incentives that your rivals do not. Additionally, getting in touch with dormant clients and soliciting their opinions on what your rivals are doing better can help you improve your own company.

D. Your solution is no longer needed

If your solution is no longer required, it could be time to change your business strategy or take into account new products and services that address the changing demands of your clients. To better comprehend the shifting market, it may be necessary to do market research and create new goods or services that take these changes into account.

You may boost the likelihood of re-engaging clients and enhancing the financial performance of your company by taking the time to comprehend why customers have been dormant and putting plans in place to solve these problems.

How to identify dormant customers

A. Capture customer contact information

Verify that you have the clients’ contact details. Email addresses, phone numbers, and physical addresses are examples of this. You won’t be able to connect with your customers without this data.

B. Survey customers

To determine who is still interested in your goods or services, poll your clients. To find out if they have recently made any purchases, you can check their purchasing history or directly ask them if they are still interested. If you own a clothing store, for instance, you might send a survey to your clientele to gauge their interest in your most recent fashion trends.

C. Segment emails

Use customer behavior to segment your emails. To do this, group the members of your email list according to how engaged they are. For those clients who haven’t opened your emails in the last six months, for instance, you may build a section. Afterwards, you may send each group specific messages to persuade them to get back in contact with your company.

Let’s imagine, for illustration’s sake, that you manage an internet shop selling gardening supplies. You realize that several of your former clients no longer make purchases from you. If they still enjoy gardening, you might send a poll asking what tools they need. Based on their responses, you can segment Send them targeted emails with product recommendations or discounts from your email list to entice them to make a purchase.

Why you need to re-engage dormant customers

Reactivating lapsed clients can be an effective marketing tactic. This is why:

A. Benefits of re-engaging dormant customers

Getting back in touch with lapsed clients has many advantages. One benefit is that it can be less expensive than finding new clients. Re-engaged clients may also be more inclined to suggest your company to others and to make more purchases. If you own a coffee shop, for instance, re-engaging with a former regular client may lead to them returning as a devoted, regular customer.

B. The importance of customer contact capture

To be able to contact customers again in the future, it’s critical to collect their contact information. You won’t be able to contact clients who have stopped connecting with your business without this information. If you own a hair salon, for instance, be sure to obtain clients’ phone numbers or email addresses at the time of the appointment so that you may contact them afterwards and remind them when it’s time for their next haircut.

For your firm to reap the rewards of reactivating inactive consumers, it is crucial to have their contact information on hand. By doing this, you might be able to convert a one-time client into a devoted supporter of your company.

Marketing Strategies for Business Growth in the Digital Age
Marketing Strategies for Business Growth in the Digital Age

9 strategies to re-engage dormant customers

Re-engaging dormant customers is an important part of marketing. Here are nine strategies to help you do just that:

A. Offer an incentive

Customers who haven’t made a purchase in a long time should receive a reward. This can be a deal, a freebie, or an exclusive offer. For instance, if you own a restaurant, you may give patrons who haven’t been in for three months a complimentary dessert.

B. Give customers more options

Increase the ways in which customers can interact with your company. This could entail introducing fresh goods or services or giving customers more options for shopping with your company. In order to entice clients to make a purchase, you may, for instance, provide free shipping or curbside pickup if you operate an online business.

C. Host an event

Host an event to bring customers back to your business. This might be a promotion, a new product introduction, or a unique occasion. If you own a bookshop, for instance, you may hold a book signing or reading event to get consumers back into your establishment.

D. Share educational content

To keep clients interested in your business, provide them with instructive information. This might be a blog entry, a how-to video, or a tutorial. For instance, if you own a fitness center, you might produce a video series providing advice on how to work out to keep clients interested in your business.

E. Remind customers what they are missing

Inform clients of the benefits they are missing out on by staying away from your company. This can entail delivering a personalized message or showcasing fresh goods or services. For instance, if you own a coffee shop, you could send consumers a reminder email highlighting your new seasonal drinks.

F. Adjust the offer

Adapt the offer to satisfy lapsed clients’ needs. This can entail altering the pricing or providing an alternative good or service. For instance, if you own a spa, you may provide a quicker, less expensive service to entice clients to return.

G. Use social media for re-engagement

Use social media to reconnect with lapsed clients. This can entail developing niche advertisements or disseminating content that is pertinent to their interests.

If you own a pet business, for instance, you might upload pictures of adorable animals or provide advice on how to take care of pets to keep customers interested in your brand. Most buusinesses also engage with thier customers on social media by employing the services of social media influencers.

H. Utilize email marketing

Utilize email marketing to reach out to dormant customers. This can entail delivering a customized message or a focused offer. If you own a clothing business, for instance, you might send an email including a coupon code to clients who haven’t made a purchase in the last six months.

I. Create a community or group

To keep customers interested in your company, establish a community or group. This could entail starting a Facebook group or running a forum where customers can interact with your company and each other. If you own a bakery, for instance, you might set up a Facebook page where consumers could exchange recipes and baking advice.

You may reactivate dormant clients and keep them coming back to your company by utilizing these tactics.

Ways to re-engage inactive customers in SaaS

Re-engaging inactive users is crucial for SaaS companies. Here are some ways to do it:

A. Definition of an inactive user

A user who hasn’t utilized your SaaS product in a particular amount of time is considered inactive. An inactive user is generally someone who hasn’t logged in or used your product for 30 days or longer. However, this could vary depending on your business.

B. How to target inactive users in SaaS

In SaaS, you can utilize data analytics to find people that haven’t interacted with your product and target them. This can be due to inactivity or low usage for a certain amount of time.

C. How to bring an inactive customer back.

Use specific messaging or offers to entice an inactive consumer back. To entice them to start using your product once more, you may, for instance, send them an email with a discount code or provide an extension on their free trial.

D. Use segmentation to identify slipping users and offer in-app help.

To locate users who are sliding away and provide in-app assistance, employ segmentation. To ensure that the user gets the most out of your product, this could involve tailored messaging or support. If you administer a project management software, for instance, you may provide specialized tutorials or advice to a user who hasn’t been using the program frequently.

You may re-engage customers and keep them using your SaaS product by focusing on inactive users and offering individualized support.

5 ways to re-engage dormant clients.

Although it can be difficult, there are several efficient techniques to re-engage dormant clients. Here are five ways to re-engage dormant clients:

A. Send direct mail

Give them direct mail, such as a tangible postcard or letter, to get their attention and remind them of your company. If you run a restaurant, for instance, you might send a postcard with a special deal for their subsequent visit.

B. Stay in touch, but with a purpose

Maintain contact, but do so strategically: Contacting customers on a regular basis can keep your company in their minds. To let them know you appreciate their company, you may email them useful advice, pertinent news pieces, or business updates.

C. Wish them well

Wishing them well can help a client feel valued and appreciated on special events like birthdays, holidays, or anniversaries.

D. Treat them to a bite

Give them a taste: Offering a free sample or trial might reawaken interest in your company. For instance, if you own a bakery, you could provide a free cupcake to entice customers to return.

E. Host a customer appreciation event

Organize a customer appreciation event to reawaken dormant clients and demonstrate your appreciation for their patronage. You may arrange a gathering at your place of business and provide visitors with free refreshments, treats, or other benefits.

You may reactivate dormant customers and keep them returning to your business by utilizing these tactics.


In order to keep customers and increase sales, firms must reactivate dormant clients. Gathering contact information from customers, conducting surveys, segmenting emails, providing incentives, giving customers more options, hosting events, sharing educational content, reminding customers what they are missing, modifying offers, using social media for re-engagement, utilizing email marketing, creating a community or group, focusing on inactive SaaS users, and re-engaging dormant customers are some of the efficient methods to re-engage dormant customers.

It’s crucial to remember that client retention and loyalty are crucial to any company’s long-term success. Businesses can boost customer lifetime value and increase income by developing close ties with consumers and giving them extraordinary experiences. In order to foster customer loyalty and maximum growth, organizations must emphasize reengaging their inactive customers, whether it be through tailored content, rewards, or events.

How do you engage dormant customers?

Businesses can use incentives like discounts or free trials to pique the interest of dormant clients, as well as new product or service possibilities. Businesses can also communicate with customers by sending them personalized messages or providing them with exclusive content like newsletters or limited-time offers.

How do you reengage disengaged customers?

Businesses might attempt to comprehend the cause of disengaged consumers’ disengagement and actively address it in an effort to re-engage them. Reengaging disengaged clients can also be accomplished by providing incentives or sending targeted messages.

How do I get my inactive clients back?

Businesses can use incentives like discounts or special promotions, as well as individualized messages, to entice their inactive customers back. Businesses might also attempt to comprehend the cause of their inactivity and deal with it directly.

How would you attempt to re-engage a customer who has stopped responding to normal outreach?

Businesses can use various contact methods, such as phone calls or direct mail, and give tailored content or incentives to attract customers who have stopped responding to standard outreach, to re-engage them. Also, companies might strive to identify the cause of their lack of responsiveness and take immediate action against it.

How do you encourage clients to come back?

Businesses can use tailored messages to entice customers to return, such as reminding them of previous purchases or presenting them with new product or service possibilities. Offering incentives to customers, like as discounts or exclusive promotions, can also be successful in getting them to return.

How do you push back customers?

Businesses that want to repel clients can try to comprehend their demands, present alternate solutions, or make concessions on some features of the good or service. Moreover, managing client expectations and avoiding backlash can be accomplished by establishing clear objectives and offering exceptional customer service.

How do you push back without saying no?

Businesses can push back without saying no by providing alternate options or making concessions on particular areas of the good or service. Also, it can be beneficial to frame the response favorably and concentrate on coming up with a solution that benefits the client and the company.

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