Reactivating dormant customers with SMS

Winning a customer back costs less than finding a new one. SMS works for it because it gets read, but the approach decides whether it feels intrusive.

Pick the right moment

Not after two weeks, but after a period that is unusually long for your business. At a hairdresser a few months, at a garage a year.

Ask, do not sell

A message asking whether everything is all right performs better than a discount. Anyone who left for a reason sometimes says so — and that is worth more than the revenue of one visit.

Once

Anyone who does not respond will not respond to the second or third either. Repeating only produces opt-outs.

Measure it properly

Not the number of replies counts, but the number of people who come back within a few weeks. That figure comes from your own system, not from the send report.

Clean up

Anyone who does nothing after this attempt can come off your active list.