The Tuesday Roundup
A big part of improving your reactivation sequence is reducing delinquent churn. This guide from Paddle explains what involuntary churn is and what causes it so you can prepare your sequence accordingly.
According to a recent study, close to 35% of all transactions fail, which complicates customer relationships and impacts ongoing revenue. Often customers are unaware that a payment has failed and are frustrated when they no longer have access to their services. It isn't until they contact customer support that they become aware of a problem with the transaction.
Building trust with your customer is a major part of both retention and churn reactivation. TrustSpot has a resource on their blog all about how to build trust. Consult it to start building trust before churn starts.
It takes some time to build trust with customers, so don’t give up too soon. By staying the course and keeping the lines of communication open, you will ultimately win the loyalty of your customers and develop long-term relationships. It’s all about showing that you value each customer and their satisfaction with your business.
TrustSpot’s success with churn reactivation is built on personalization and understanding their customer. This case study from Watsi gives insight into different ways to put those principles into practice. Watsi’s email campaign had a different goal, but they joined an understanding of their value delivery and customer product use to generate conversion.
Not everyone who uses your product or subscribes to your service does it for the same reason. In order to move the needle, you need to suss out the top 5 major reasons people do what they do and then reach out to them in a way that makes them feel recognized, known and excellent.
Email personalization is key, but there’s a right way to go about it. A poorly personalized email can be high effort, low reward. At worst, personalization gone wrong can actually turn a customer off from your business. This guide will give you ideas for clever personalization – and insights into what to avoid.
Below you can see what the main problems are when it comes to personalization and how much it can frustrate users:
Members of the Let’s Build Community get exclusive access to a worksheet and more to help you build your own churn reactivation sequence using TrustSpot’s learnings. Sign up here.