When engaging multiple customers, it can be a challenge to keep up with everyone. At some point, some of them will gradually start moving away from your startup business. Getting these disinterested customers back can be a big win for you. But how do you pull that off? Let’s explore the various strategies.
Understanding Why Customers Become Disengaged
The first thing you need to understand here is why your customer might become disengaged. To clarify, disengaged customers are still using your brand but less commonly than before. They may not actively consider it, but these customers can also be more interested in switching to a competitor down the line.
So, why do your customers become disengaged? There are a lot of reasons. However, these are the most common ones that you might encounter.
Extra Costs
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Customers can engage your brand initially because of lower prices. However, they might soon realize that costs are getting higher. In this case, they would not automatically cut off from your service. But they will drop the other services they have. That can lower the value you gain from them.
Tedious Customer Experience
Another common reason that can deter people from doing more business with you is the problematic customer experience. It can come in a variety of forms. For instance, they might find it hard going through your website to buy your product. They would still buy it nonetheless. But the experience will likely detract them from doing anything else.
Spotty Customer Support
Unresponsive customer support can also dampen the experience they have with your product. This is particularly the case when dealing with support issues where people want to get a response fast. Due to that, they might become less enthusiastic about engaging your support team.
Too Many Marketing Messages
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When customers do business with you, they already expect some form of marketing to come their way. In most cases, they are willing to tolerate it. But they can become annoyed once it becomes too much. They are less likely to engage your business if they have to go through even more of it.
How To Identify Disengaged Customers
Now that you have an idea of what might cause customers to disengage, the next part is identifying those doing so. It can be tricky, as you have to go through tons of customer engagements to see which ones are connecting less. But there are still a few quick ways you can spot potential disengagement.
Explore Analytics Data
The first area to look for clues is in your customer traffic data. Some things that you would want to look into include:
- Gaps between purchases: Considering the usual product lifespan, a lengthier gap between purchases might indicate that the customer is less inclined to buy frequently.
- Using fewer features: For services, disengaged users can start using fewer features you offer.
- Online comments: People start mentioning your products less on their online posts.
You might need to comb through a significant amount of historical customer data to see patterns. Virtua Solutions can help you by doing the bulk of the work as part of our virtual assistance service. Our VAs can help you pinpoint specific customers who might be showing these indicators.
Studying Customer Behavior
Probing deeper into your customers’ behavior will help you better understand the cause of their disengagement. That is particularly useful for customers who might be showing more ambivalent signs of disinterest. These are the ones who would engage with you enthusiastically one moment and then go silent the next.
You will need to study your engagements with them on a more qualitative level. For example, they might express some hesitations about certain aspects of your product. Or they might outright talk about some frustrations they encountered while still liking your products. See how these statements evolve throughout their engagements with you.
How Your Startup Business Can Reach Out To Disengaged Customers
One thing to know is that reconnecting with a disengaged customer is different from other re-engagement scenarios. These customers still like your product. But they might be having a hard time finding reasons to like it more. You need to give them that gentle push.
Fixing Issues Your Startup Business Customers Have
The most obvious way to recapture disengaged customers is by proactively fixing their concerns. Unlike other more vocal customers, these customers might only give you hints. But you should take heed of those hints and start fixing the issues.
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Note that, in some cases, you will need to look away from these disengaged customers. Instead, you might need to deal with a more vocal segment of your customer base first. This doesn’t mean that you are abandoning them. You are simply attending to more pressing matters. Chances are, they might be the ones these customers are also concerned about. Once everything is resolved, you can get back to them and ask if they still have concerns.
Creating A More Influential Post-Engagement Strategy For Your Startup Business
The next thing you need to have to better connect with disengaged users is a better post-engagement strategy. Go back to your last contact with them and study how it went. Did they forget to do something? Or did you forget to do something for them?
Use this information to plan out how to catch their attention again. Social media is one popular tool, as it lets you reach out to more users at once. What’s more, these platforms have audience targeting features that let you zoom in on specific user segments.
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You can use this targeting to tailor your social media messages specifically to that segment. But make sure that the messages you send out connect to them in a meaningful manner. For instance, you can inform them of the things done to resolve their concerns.
You can also create new promotional offers to entice them back. These offers should be something your customers would be interested in joining. For example, you can provide them with extended subscriptions to their chosen product features. That gives them more incentive to return.
Helping Your Startup Business Recapture Disengaged Customers
One thing to note when attempting to recapture disengaged customers is that you might need some help. Virtua Solutions is ready to give you full support for this effort, ranging from customer monitoring to actual re-engagement. Contact us today to discover more.