4 Ideas for Re-Engaging Inactive Customers

How fresh is your customer list? Business email data decay rates vary depending on industries reached, but the research I found shows an average of 25-30% annually. Several reasons for the data degradation are that people switch jobs, they stop using old email addresses, and companies change names or get bought out by other firms.

Many B2B firms have to renew their magazines subscriber lists for USPS and audit bureaus. But, they don’t regularly update other list segments, including e-newsletter lists. This can hurt email send scores, delivery, email reputation. Response rates for other offers also plummet.

You don’t necessarily need to replace all the inactive email recipients. Universes are limited. Previously engaged people already know your brands. I have found that it is usually less expensive to try and re-engage some of your older or inactive customers than to get all new users.

Here are 4 simple, cheap offers you can test now to re-activate unengaged customers on your database:

  1. A freebie offer of another brand component can be a quick effort, to see if someone is still using that email address. It can be something inexpensive, but with perceived value to your customer—a white paper download, a sister magazine, a free e-newsletter, an Infographic.
  2. A short request or survey to update demographics or continued interest in your brand. This can be a separate email, or a simple click option embedded into an existing e-newsletter delivery.
  3. People love badges! They include in their email signature lines, LinkedIn profiles, etc. Ask customers to get involved on a research/hot topics/editorial panel. If they express interest and respond to follow up offers, then create and send them a digital badge. Bonus, those badges also spread the reach of your brand.
  4. Email offer to win cash or prize for updating demographics. You may have to include some legalese in your effort, but people love cash or cash gift cards.

If none of your re-engagement efforts work, then it’s time to think hard culling your current lists. Meanwhile, you should have some ongoing efforts to recruit new customers, so your data does stay fresh.

The journey continues.

Cindy

How–and Why- You can Create Simple Re-engagement Marketing Efforts

How much does it cost to acquire a new customer? While this cost can very depending on the product or service you are selling, some online research includes claims that it can cost 5-7 times the amount to acquire a new customer as to retaining a current customer.  Instead of always reaching OUT to find new customers, there are most likely some unused pockets of customers on your database who you can try to re-engage.

For media companies, there are often current and previous customers that fall into a variety of data silos. Possibly housed on separate databases. This list can include customers from a variety of sources:

  • Current and inactive magazine subscribers
  • Enewsletter subscribers
  • Online and in-person event registrants
  • Research and white paper downloaders
  • Website members
  • App downloaders
  • Social media followers
  • Reprint buyers

Corporate databases are expensive to maintain. And aging. Companies are paying to maintain names they may not be currently using in any efforts. Mine these pockets, find some hidden gold as the cliche goes. These customers were interested in your company in the past. Can you tell what they purchased, when they last engaged? Do you have demographic information you can use as a carrot to send them an offer for a targeted campaign for a magazine, an event?

Here are a couple general ideas other B2B marketers have used to engage older names that you can try.  This first one shows an embedded message in a segment of an enewsletter.

Retail Leader

This was an actual “last issue alert” email for an enewsletter.

smart briefs

Both of these efforts give the list owner an opportunity to see that there is a real person behind that email address.  Also, the link can be an great place to try and capture optional demographic data about the subscriber.

I think re-engagement going to be one of the hot marketing topics for the next 2-3 years, with overburdened inboxes, smaller workforces, and scattered attention spans. Marketers need to figure how we can keep our current customers active and re-engage with previous customers. I expect to write often about this, I think it is so critical to improving a business’ bottom line.

The journey continues.

C

P.S.  I will be expanding on this topic at  next week’s Midwest Circulation Association meeting, in Schaumburg IL.  Details for signing up found at  http://www.midwestcirc.org/