Strategies for Customer Re-Engagement with Customer.io

Re-engaging customers who have drifted away requires a mix of creativity, personalization, and timing. Here are some suggested strategies to bring them back.

Personalized Messaging

Personalized emails or texts can make customers feel valued and understood.

Segment Your Audience: Tailor your messages based on past behavior, preferences, or feedback.
Use Their Name: Address them by name
Reference Past Activity: Whether segmented or in an email, you can reference a class they took or the progress they made. Consider including a personalized recommendation for specific replays that align with their past interests.

Offer Value-Added Content

Free Resources or Guides: Provide helpful content, like a yoga routine they can do at home, wellness tips, or a meditation guide. This keeps them engaged with your brand even if they’re not attending classes.
Exclusive Access: Invite them to a special online class, workshop, or event. Making them feel part of something exclusive can reignite their interest.
Replay Library: Encourage them to explore your replay library. This gives them the flexibility to access past classes on their own schedule, making it easier to stay connected with your offerings even if they can’t attend in person. Highlight the variety of content available and how it can support their practice whenever it suits them.

Create a Sense of Urgency

Limited-Time Offers: Use time-sensitive offers like a flash sale, an upcoming workshop, or a challenge. Urgency can motivate them to take immediate action.
Gamification: Create a challenge or program where they can earn rewards for attending classes. For example, a “30-Day Challenge” with a prize for completion can motivate them to re-engage.

Highlight Community and Social Proof

Showcase Testimonials: Share success stories and testimonials from other students who returned and saw benefits. Social proof can be powerful in influencing behavior.
Invite to a Community Event: Organize events like donation-based classes, social gatherings, or themed workshops. Emphasize the community aspect, showing it’s not just about the classes but also about being part of a supportive group.

Check-In Calls or Messages

Personal Touch: Have a team member personally reach out via phone or text. A friendly check-in can make customers feel appreciated and give you direct feedback on what might bring them back.
Ask How You Can Help: Sometimes, a simple “How can we help you get back on track?” can open the door to understanding their needs and providing a solution.

Express Gratitude

Thank You Notes: Send a personalized thank you note for their past participation. Sometimes a simple acknowledgment can reignite their connection to your studio.
Celebrate Milestones: If they reached a milestone during their initial engagement, acknowledge it and invite them to continue their journey with you.

Incorporate Feedback Loops

Survey for Insight: If they haven’t returned, ask them why. A short survey can give you insights into what might bring them back and show that you care about their experience. This can also provide valuable feedback for your business on areas to improve.
Address Barriers: If you know there were barriers (e.g., timing, difficulty level), offer solutions directly in your re-engagement efforts.

Create New Experiences

Introduce New Classes or Instructors: If there’s something new and exciting at your studio, let them know! New experiences can be enticing and may draw them back in.
Themed Events or Workshops: Hosting a unique or themed class could spark their interest in returning.

Re-engagement is about reminding your customers why they loved your services in the first place while also showing them that you’re still the best option to meet their needs and goals.