Title - Why don’t more businesses invest in reactivation/retention? Tags - retention
Why don’t more businesses invest in customer reactivation?
Well, most don’t have the following pre-requisites in place:
- A clear definition of what makes a customer active vs inactive
- A customer database that supports filtering active vs inactive customers
- General customer contact and purchasing information in the database
- A trigger that alerts you when a customer moves from active to inactive
Most small businesses simply aren’t systematic about attracting, converting, retaining and multiplying customers. Therefore, they don’t have these requirements in place.
I know this because, despite being more systematic about customer acquisition than most small businesses, my database is not yet organised enough to run a reactivation campaign.
With this being the case, how can I help other healthcare practices reactivate their patients quickly and easily? What can they do BEFORE putting these kind of systems in place?
Or perhaps a more pertinent question is: how can I reactivate customers MYSELF - before the database is fully organised? Can I sort through the data myself and find clients that fit the inactive criteria? Then filter based on recency, frequency, monetary value? And target the hottest prospects?