Things you will find inside!
- What does it mean to re-engage your customers?
- 3 reasons why your users are leaving you & strategies to overcome them
- Simple tools to re-engage your customers
- 7 Strategies to re-engage your users
Every brand and marketer wants to keep users interested in what they are doing, but everyone encounters some level of user abandonment. The good news is that you don’t have to remain in the costly cycle of customer churn and new client acquisition. Rather, you can keep and re-engage your current consumers. It is feasible to increase customer retention and re-engage users who have left you, converting them back into consistent, customers and communities. A survey conducted by Adobe states that 70% of customers who left can be re-engaged and converted into users successfully.
What does it mean to re-engage your users?
Regaining users or customers in a business-to-business context entails using a variety of techniques to once again demonstrate the value of your product. User re-engagement is a popular method of communicating with the lost consumers once more to ensure that your product and the users receive a second shot together. This is because the reason why previously attracted users are departing might not be due to the direct value of your product. Even while the idea itself is quite obvious, putting it into practice could be challenging. And yet, you must make user re-engagement actions more efficient.
Looking to build your product? want to re-engage your customers? Scared about the marketing budget?
3 reasons why your users are leaving you
First thing first, why are people leaving you? A simple answer to this question can be found in the phrase, “First impressions are last impressions.” According to data from Intercom’s research, 40–60% of users who sign up for your product will use it just once before abandoning it completely. There are several factors to consider when active users suddenly become inactive. Funny thing is that criticizing your software, tool, or product isn’t one of the key ones.
1. Poor user onboarding
When your users get to decide whether your product is worth their time, user experience can be a really important one.
One unwelcoming UX pattern can make them say, “Huh?”
Users are easily influenced by user onboarding UX patterns because they are the first piece of app content they encounter.
Additionally, you will soon cease to be relevant to your users unless you continue teaching them with each new update and iteration of your app utilizing pertinent material.
Strategy: Tour-based onboarding
- After the first signup process, use the tour modal to lead consumers to a demo environment so they may try out the product for the first time.
- Users have the option of skipping the tour, but they prefer to go on it because that’s when the actual onboarding begins.
- This allows consumers to have “aha” moments on their own without having to interact with salespeople or go through a sales-led onboarding process.
2. Subpar customer support
Have a solid user onboarding process? How do you handle customer service?
Customer service will always be a key factor in determining how ready your users will be to stick around, even if you boost your acquisition rates, onboarding completion rates, and user retention rates.
Although effective user onboarding is recognized to reduce the need for support, it cannot make all the problems go away. There will always be a user among your active users who needs assistance. If you don’t provide them with the assistance they require, they’ll quickly join your list of inactive clients.
Strategy: Tips on how your user experience should be
- Accountable
- Quality
- Fast
- Accurate
- Transparent
- Last but not least “Respond & Solve issues quickly”
3. Falling behind competitors
The third primary factor that causes active clients to abruptly become inactive is that your product isn’t it. It can be the quality of the app, the cost, or just the fact that one little item your rivals are doing slightly better. Because it might be anything, it is challenging to identify the issue as well. Sending NPS surveys and making sure to gather user input is crucial to preventing churn before it ever occurs.
Even when the damage has already been done, it is still possible to win them back.
Strategy: NPS & Feedback surveys
Simple tools to re-engage your customers
- App notifications – Notifying users of the latest trends, sales, discounts, features, and competitions are amazing ways to ignite an old spark & re-engage.
- Discounts – User discounts for old users are far more effective than those in the dilemma of purchase. Statistically, discounts have been shown to work 68% time in re-engagement.
- Personalization – Use “Algorithm model to understand the shopping habits/ user interactions. Make sure your customers see what they want to see.
- Emails – “Newsletters” can be used to inform your customers about what is going on. It’s an amazing way to keep customers involved. Show the product catalogs, new features, etc.
- Messages – Use “We miss you” messages to make customers think about your app.
- Updates – Use the “announcement model” to announce users of your new product update through pop-ups. Use “the tour model to give a step-by-step quick tour. On the current screen start explaining the changes with the new update. Lastly, another modal has prompted the users, asking whether they would like to switch to the updated version or keep using the old interface.
7 Strategies to re-engage your users
1. Recognize the reasons why users are leaving
Never, ever, ever take hasty action before investigating a situation thoroughly. And this applies to work and daily life.
Take some time to identify the issues, look into the causes of how they came about in the first place, and then start searching for answers. Is it your onboarding UX? Should your customer service be improved? Have you looked into what your rivals are offering?
More importantly, have you posed the proper queries to your users?
2. Plan out your app notifications to re-engage your customers
60% of users choose to get push alerts in the majority of application categories. The catch is that they only want to get push alerts that are valuable to them and relevant to them. This refers to presumptions a user may have regarding their alerts based on the app categorization. Therefore, to re-engage both your current and inactive users, we advise employing push and social alerts. Strategically, use methods to alert users about activity on the app without coming across as intrusive:
When a user is using an application, in-app notifications notify them toof new activities or updates through a notification center.
3. Build a community or a forum to address your customer queries
Building a community of your users, is the best way to collectively engage them. Your users should feel like they aren’t the only one with questions & queries. You can call it the ‘collective support group‘ – a place for detailed discussions, ideation that not only help your customers but also help you in understanding on what your users want
4. Make in-app communications more tailored
The most crucial component of the application is personalization. No matter how devoted a customer may be or what they may think of your brand, how you treat them specifically matters much more to them. The three components of personalization are interaction, content, and experience. Each of the components is significant and challenging to use in its way. Businesses that are adept at utilizing all three will be most successful in forging positive bonds with each customer.
5. Use gamification to keep users interested
Gamification is the practice of integrating diverse strategies from games into non-game contexts. In other words, it involves using game techniques and procedures to include people and find solutions to issues. These procedures primarily target human emotions like motivation and involvement.
This approach is currently being aggressively used by non-game apps to retain users and encourage mobile app re-engagement. The easiest kind of gamification is a daily incentive for using the application or push alerts that nudge users back into the “game.” The benefits may come in the form of in-game money, badges, or points.
6. Send customized emails depending on consumer interests
The good news is that adding value for customers is very simple, especially if you can send triggered emails based on product behavior and track in-app behaviors. For instance, Canva doesn’t just send inactive users a generic “come back to us” message; instead, they send emails that specifically address their hobbies and visual preferences based on data they’ve obtained.
7. Keep Your Product Up to Date and Engage Inactive Users
Tried everything, or perhaps some of them? No budget for any of them? Not to worry. Nothing else counts more than continuously adding value to your product at every stage of its development. Only the product itself can contain a product’s value. Without that, all you have are false promises and dismal retention rates.
Your marketing staff needs to highlight your product as it continues to increase in value. The best re-engagement material you’ll ever have is that straightforward action that is a requirement for any growth endeavor.
Looking to build your product? want to re-engage your customers? Scared about the marketing budget?
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