Win back customers who are drifting away

A regular who stopped coming is the cheapest customer to bring back. Here is how.

• Choose your programme, grow your shop
• Web, iPhone and iPad, Android

Winning a new customer costs you many times more than bringing back one who knew you. A regular who stopped for a month or two is usually not upset; their routine simply changed.

1. Open «segments» and pick «gone two months». The list is sorted most valuable first.
2. Send them «a gift from the menu»: a coffee or a dessert, not a discount. A specific gift («your coffee is on us») beats «20% off».
3. Or send a «segment message» in a personal voice: «we missed you, your next coffee is on us».
4. Two weeks later, see how many of them came back. That tells you whether to repeat it monthly.

Open this article in the interactive help center