They’ve Converted, Now What? 3 Ways to Keep New Customers Coming Back

You got people to sign up and even buy something. But they haven’t been back in a while. What’s the problem?

The fact is, 80% of your future revenue will come from 20% of your current customers. That means most of your new customers won’t be coming back and there are many reasons why.

Some customers no longer need your solution. Some don’t understand how to use your product or service. Some just plain forget about you.

Whatever the reason, there’s a simple fix. Just talk to your customers.

Wait a minute…I have hundreds of customers. How am I supposed to talk to each one and convince them to come back and do something else?

With trigger-based messages silly.

Trigger-based messages are messages sent to your customers automatically based on what they do on your website or in your mobile app.

So let’s say a new customer signs up on your website and doesn’t download your guide. You can automatically send a personalized message to encourage them to do it.

OK, that’s one example, but I want more.

I’ll top that.

I’ll show you three ways you can use email, text messages, and push notifications to keep new customers coming back, automatically.

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Trigger-Based Email Messages

Send a welcome email. Did you know that 64% of new customers expect a welcome email. In fact, most people expect to receive one in the first 15 minutes after converting.

But how does a welcome email get customers back?

Most customers just start using your product, website, or service on their own.  They get lost or don’t get the point of your product, and never return.

And the worse part is, you won’t realize customers are leaving until it’s too late.

According to 1Financial Training Services, 96% of unhappy customers don’t complain.  But 91% of them will simply leave and never come back. Avoid this by being proactive and holding their hand during the entire customer lifecycle, starting with a welcome email.

A good welcome email reminds people who you are, tells them what to do first, and how to move on to the next step. It’s the first impression they’ll have of you after converting, so nail it.

A welcome email that keeps your customers coming back can be as simple as this:

Hey {{Customer Name}},

I just wanted to personally thank you for signing up and welcome you as a new member. It means a lot that with so many options you chose us and I just wanted to reach out.

I know you signed up because you wanted to save money, so I want to get you started right away.

Just click this link, add your details, and we’ll automatically start pulling in your receipts.

It should only take about 1-2 minutes, any longer and you can email me back for help.

Again, thank you again and welcome to our service!

-John Doe at Example Co.

In the above example I did a few things:

1. Kept the email personal. No one wants to be welcomed by a robot.
2. Reminded the user why they signed up by reminding them they wanted to save money.
3. Told them about the first step they need to take to reach their goal.
4. Told them exactly how to do it.
5. Told them how long it should take.
6. Offered to help them if they got in trouble. It’s nice for them to know someone’s around.
7. Thanked and welcomed them twice. Just to make sure they got the point 😉

Now they’re primed and ready to take any other steps that will come later.

But don’t stop at just the welcome email. If you really want to convert first time customers into repeat customers, go with a welcome email series.

A welcome email series sounds like what it is. It’s multiple emails that walk your customers through all of their first moments with product.

For instance, after your customers receive the above email, the following emails may look like this:

1. Send email 1 day after they complete their first goal
2. Send email 2 days after they complete their second goal
3. Send email 1 hour after they complete their third goal

As you can see, each “first moment” your customer has with you has a matching email. Your customers will never get lost, will stay around longer, and know how to reach you when they need more help.

Welcome email series work so well that SavvyMom got a 450% increase in click through rates. Just test a welcome email vs a welcome email series to see the results you get.

Trigger-Based Text Messages

I have a secret to tell you. Your customers aren’t waiting by their computer for you to email them with something amazing.

They do fun things sometimes…and they do it outside of their homes.

If only there was a way you could get their attention while they were on the go. Just some way to send a short message to them on something they carry around with them all the time.

How about a text message?

Why a text message? There are a few reasons:

■     It’s more personal. People get 1216 emails each month, but they only get 178 text messages in a month.

■     More customers will see your text since text messages have a 98% open rate.

■     More customers will take action on your message because text messages have an average click rate of 14%.

OK, so how can I use it to retain customers? You can send a thank you text.

A personal thank you

Wait a minute…will a simple thank you really work to keep my customers coming back? Well, let’s look at the stats:

According to the U.S. Small Business Administration and the U.S. Chamber of Commerce:

■    68% of customers leave because they are upset with the treatment they’ve received (Customer Service)

■    14% are dissatisfied with the product or service

■    9% begin doing business with the competition

■    5% seek alternatives or develop other business relationships

You might want to focus on the 68%+ that may get upset with the treatment you’re giving them.

A thank you text message as simple as this could do the trick:

Hey {{Customer Name}}, I’m just reaching out to say thank you for signing up for our Mega Course today. Don’t mean to be a bother, just wanted to say thanks. -John from Example Co.

You could also try this:

Hey {{Customer Name}}, I just wanted to thank you for using our service today. I know you could choose anyone, but you chose us and I wanted to say thanks. That’s it. -John from Example Co..

Here’s another example:

Hey {{Customer Name}}, Thanks so much for buying my book today. It means alot. Just wanted to say thanks, I won’t bother you again. -John from Example Co.

Whatever you try, make this thank you text sincere, personal, and RARE. The easiest way to make your thank you text ineffective is to make it robotic and send it too often.

Trigger-Based Push Notifications

What if I told you there was a way you could send a short message to your customers that appears immediately on their computer screen or mobile device no matter what they’re doing?

What if I also told you that this mystery message has 50% higher open rates than email?

You’d tell me to spill it already.

Fine. This high converting secret message is…a push notification. And I’m going to show you how to use them to get your customers back.

Incentivize their return

You’ve tried thanking your customers. You’ve even guided them the entire time they’ve used your product or service, with no results.  What about an incentive?

Now I’m not talking something big, but something to sweeten the pot can’t hurt?

The trick is to incentivize your user with something they care about.

What would motivate your customers to come back?

Think about their last conversion. Did they give you an email address because of a free guide? Did they buy because of a promo code?
Whatever it was, use it as an incentive to get them back.

If your customers like discounts, offer a discount.

If your customer like free webinars, offer webinars.

If your customers like free tools, well…you get it.

Just send a message with an offer they can’t refuse, like this:

{{Customer Name}} here’s you’re invite code to our webinar

Hey {{Customer Name}}, We only have {{data seatsLeft}} seats left in our webinar. I wanted to make sure you got your special invite. Click to save your seat!

Or even something like this:

{{Customers Name}} Here’s a discount on the Volume 2!

Hey {{Customers Name}} I see you like Awesome Book Volume 1, so here’s a discount for Volume 2. Click here to get your discount and download it now.

If you blast a message to them with an offer they don’t care about it, it’s spam. Any message you send after that will be ignored or block. And what’s the point of that?

So there you have it. Three fresh ways you can use emails, SMS messages, and push notifications to keep your customers coming back.

Which ideas are you going to start using to keep your new customers coming back? What tactics from the list are you already using to retain your customers?