Script for inactive customers: how does it help to rescue them?

A good script for inactive customers can bring back people who have already purchased something from your company at some point. The idea, therefore, is to create a script that is attractive enough to reawaken these consumers’ interest in the products and or services that your business sells.

So, you know that person who hasn’t bought anything from you for a while — more than a month, for example? Well, it’s time to get them back! This can be done in a variety of ways, such as by email, phone call, sending messages through an app or social media, among many other contact possibilities.

The chances of recovering inactive customers are good, after all, they already know what your company offers, how it works, and even the positive and negative points of your business.

However, to be able to rescue them, you need to adopt some strategies, and one of them includes creating a good script for inactive customers. How to do this? Read this article and find out right now!

What is an inactive customer?

An inactive customer is someone who has already purchased your products or contracted the services your company offers, but for some reason has not interacted with you for some time. This category generally includes people who have not purchased anything for more than 30 days and less than 180 days.

In addition to the purchase itself, it is also possible to consider other characteristics that define a consumer as an inactive customer, such as:

no longer open the marketing emails you send;
not returning calls with proposals to renew the contract;
does not respond to surveys, such as NPS and CSAT .
Why is it worth recovering inactive customers? 7 reasons
If you consume content about marketing and sales, you have certainly come across this phrase, originally said by Philip Kotler, a reference in this segment: “ Gaining new customers costs between 5 and 7 times more than keeping existing ones .”

This is one of the reasons why recovering inactive customers should be a sales force maxim .

Another interesting piece of evidence Female number data comes from the book Marketing Metrics , which points out that companies are 60% to 70% more likely to sell to an existing customer, while the probability of doing business with a new potential customer is only 5% to 20%.

So, it is possible to say that adopting recovery strategies, such as creating a script for inactive customers, is worthwhile, because:

What to consider when reactivating inactive customers?

Is a script for inactive customers a great strategy? Absolutely! However, before creating it, it is very important to find out why the consumer stopped considering your company as their main purchasing option.

Why? Well, one of the main reasons is to Estonia Phone Number List ensure that the old client receives your new contact well.

To increase the chances of this happening, you need to make sure that they haven’t stopped interacting with your company for some very serious reason that compromises your brand’s reputation.

And if that was the cause, you have the opportunity to resolve the issue before speaking to him again and, when you do so, you will have proof that the previous problem was properly resolved.

5 examples of reasons why a customer became inactive
However, there are several other reasons why a customer may become inactive. Knowing them helps you better prepare and put together a truly targeted and personalized script.