The Importance of Client Re-engagement
Client re-engagement is a process fairly overlooked at times. However, it shows clients that you are interested in them and their business. Continue to see what re-engaging with a client means and why it is so important.
What is Client Re-engagement?
Client re-engagement is the process of attempting to turn inactive customers to active customers through sparking their interest. This can either be retaining old customers or gaining new customers who have shown interest in your product or service before. Regardless, all are potential future customers.
Why is Client Re-engagement important?
Client re-engagement is one of the best ways to get clients due to them already being interested in your business. There are so many benefits that can go unnoticed when it comes to customer re-engagement. Lets dive into two of them.
LOW ACQUISITION COSTS
Not many know that the cost of acquiring new customers is actually 5 times more than the price of retaining existing customers. This is a huge price to pay! Being able to avoid this cost while making a profit with re-engaged clients is a much better route to opt for.
HIGHER RETURN OF INVESTMENT
In most cases, the behavior of the existing customer or visitor is known. This means that there is little to no time that needs to be put into gaining and initial understanding of the client. There should already be data and records of their activities and interactions with the business. Meaning that taking targeted and personalized action towards them can result in a higher conversion rate.
How to Re-engage Clients?
Knowing the importance of re-engaging with customers is the first step. After, you must learn what types of re-engagement campaigns you can produce to turn potential clients to actual clients. There are three main types that can help.
REACTIVATION CAMPAIGNS
The purpose of a reactivation campaign is to gain interest from customers who have not interacted with your company for a while. Ideally, after reaching out to the client they will, at the least, consider doing business with you. One potential way to do a reactivation campaign is to reach out to clients via email in hopes that they will do business with you.
WIN-BACK CAMPAIGNS
A win-back campaign is very similar to a reactivation campaign, except the target is a lost customer. The hope is that by offering them an exclusive deal they will not be able to refuse the service. This can be produced in any form as long as there is an incentive attached to the messaging.
CHURN REDUCTION CAMPAIGNS
Customers always have the option to cancel service or business with your company at any time. Churn reduction campaigns are meant to stop or reduce the possibility of this happening. There are many ways to do a churn reduction campaign, but one popular way is a discount or subscription of your service/good to new clients.
Examples of Client Re-engagement
Re-engaging with a client is not enough if their values and needs are not met. KRUTSCH makes it a priority to learn about a company’s customer base and user experience to ensure the products it helps build and deploy are well researched and supported with evidence. This understanding of a company’s goals, wants, and needs is why KRUTSCH has a 90% client re-engagement rate!
Orange Tree, which is an employment screening service is a great example of client re-engagement because KRUTSCH helped build and develop two products for Orange Tree, Build Your Own Solution and Candidate Connect.
Build Your Own Solution, an industry first pricing estimator, builds custom background screening packages for HR professionals while educating about risk mitigation during the hiring process.
Candidate Connect, another product KRUTSCH developed for Orange Tree is a mobile-first web app that imparts a feeling of control to the job applicant during the screening process. It was obvious that phone intensive queries take an enormous amount of time. KRUTSCH, recognizing this, created millions of unique logins for Candidate Connect to reduce the anxiety and burden surrounding the customer service process.
End Note
KRUTSCH is proud of its high client re-engagement rate and passionate about giving a client’s product the hard work, strategy and support it needs to win on any platform.
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Ken Krutsch is Founder & President of KRUTSCH, a digital product design firm. From concept to delivery, KRUTSCH specializes in designing consumer and commercial applications. We generate and execute ideas, finding opportunities for our clients to innovate. Because solving the right problem builds careers, organizations and professional relationships.
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