The article emphasizes the value of understanding post-churn behavior in customer retention. It outlines a two-step strategy to win back churned users: firstly by nudging them to return through targeted communications, especially highlighting product updates or improvements specific to their reasons for leaving. Secondly, it's important to focus on making these users stick by re-engaging them effectively. Timing and method are key factors to maximize the chances of getting churned customers back, with examples noting effective communication strategies geared towards specific use-cases.
Winning churned customers back is a two-step process: Nudge them to return to the product, and make them stick by getting them re-engaged and reactivated.
A few practical examples from my experience are: Ed-tech winback around school period - Reach out before exams, notifying users of the benefits of returning.
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