Reactivate Dormant Customers

Strategies to re-engage customers who have stopped purchasing and win them back

Why This Matters

Dormant customers represent a hidden treasure. They already have experience with your brand and knowledge of your products, making reactivation easier and cheaper than acquiring completely new customers.

15%

dormant customer recovery rate

cheaper than acquiring new customer

45%

return after one personalized message

How to Implement in Syncaty

Define Dormancy

Set criteria for dormant customer:

•Last order more than 90 days ago
•Or: Has not visited site in 60 days
•Exclude new customers (less than 6 months)

Segment by Value

Rank dormant by importance:

•High value: CLTV > 2000 SAR
•Medium value: CLTV 500-2000 SAR
•Low value: CLTV < 500 SAR

"We Miss You" Campaign

Design emotional messages:

•Personal message from founder
•Reminder of favorite products
•Exclusive return offer

Gradual Escalation

Increase offer value gradually:

•Week 1: Reminder + free shipping
•Week 2: 10% discount
•Week 3: 20% discount + gift

Do's

Start with emotional message before offers
Ask why they stopped (short survey)
Offer incentive for completing survey
Personalize offer based on purchase history
Test different send times

Don'ts

Don't send same message to everyone
Don't start with big discounts immediately
Don't ignore those who unsubscribed
Don't keep messaging those who never respond
Don't use desperate or pushy language

How Others Use This

Specialty Coffee Store

Recovered 18% of dormant customers

Sent free coffee sample with "We miss your mornings with us" message

Children's Toy Store

Recovered 22% in two months

Sent update about new products suitable for child's current age

Pet Supplies Store

Reduced dormancy rate by 35%

Created automatic food reorder reminder program

Advanced Tips

Create multi-channel campaign (email + SMS + ads)
Use urgency wisely "Offer expires in 48 hours"
Provide clear "Unsubscribe" option
Track reason for dormancy to improve product

Bring Back Your Customers Today

Start by identifying your dormant customers and send your first recovery campaign

Create Segment