Identify your inactive customers
Review your chats, orders, or records and separate those who haven't bought in two or three months, or double the time they normally take to rebuy. Sort them by who spent the most: they're your priority.
Understand why they left
The most common reasons are forgetfulness, price, lack of new items, a bad experience, or a need they've already covered. If you have rapport, an honest question is the best market research.
Write a personal message, not a mass one
A generic message gets ignored. Mention their name, what they bought before, and something that might interest them now.
Example: “Hi Ana, it's been a while since I heard from you. New items arrived that I think you'll like. Here's the updated catalog, want me to help you choose?”
Give a reason to come back
It's not always about discounts. It can be a new arrival, a product related to their previous purchase, free shipping, or a coupon with an expiry date. What matters is giving a concrete reason to message you today.
- New items that fit their previous purchase
- Exclusive coupon with a deadline
- Free shipping on their next order
- Early access to a collection
Follow up only once
If they don't reply, one more friendly message after a few days is enough. Pushing beyond that can be annoying and damage the relationship.
Keep them from leaving again
Stay in touch with useful content, announce new items, and ask for feedback after each purchase. A customer who feels considered rebuys more often.
Your past customers are one of your most valuable and most forgotten assets. A timely message can bring back sales without spending on ads.
This week pick ten inactive customers, write to them personally, and share your updated catalog.