In retail, it’s normal for customer activity to go through ups and downs. Even your most loyal buyers may go quiet for months because they’ve become busy or simply forgotten about your store. However, a pause in engagement doesn’t always mean they’re lost for good.
Fortunately, reactivating inactive customers usually costs much less than attracting brand-new ones. Since they already know your brand and have shown interest in your products or services before, most of the time, all it takes is the right approach to remind them why they connected with you in the first place, and then to encourage them to shop with you again.
Here are several effective strategies to help you win them back.
1. Customize and Personalize Your Messages
Re-engagement starts with making your customers feel remembered and valued. A generic “We miss you” email or text can easily get ignored, but a personalized message can grab their attention and spark interest. So, consider using their first name, reference a product they bought before, or suggest items based on their past browsing history. This shows that you’ve taken the time to understand their preferences rather than treating them like just another entry in your customer list.
2. Inform Them of Exclusive Offers or Updates
Sometimes customers go inactive because they don’t know what’s new with your business. So, it’s best to keep them in the loop about product launches, seasonal collections, or improvements in your services that can make their shopping experience more enjoyable.
One powerful update worth highlighting is the addition of a new payment solution. In the case of Maya Payment Link, it allows customers to complete their purchases quickly and securely through a simple link that you share with them via SMS, chat apps, or even email. With this link for payment method, customers can pay right away without having to go through the entire e-commerce checkout process.
The link payment tool is also one of the many Maya Business solutions designed to simplify payment processes for your retail business. This feature is especially helpful for customers who may have abandoned their carts before because the checkout process took too long. As a free payment link service, your customers won’t be charged for it. When combined with exciting updates like fresh arrivals or restocked favorites, it gives them both the motivation and the convenience to shop with you again.
3. Share Informative or Entertaining Content
When you communicate with your customers, it doesn’t always need to be a direct sales pitch. In fact, mixing in helpful or entertaining content can make your brand feel more relatable and trustworthy. That said, consider sharing tips, tutorials, and stories related to your products. It helps keep your brand top-of-mind even when the customer isn’t actively shopping.
4. Remind Customers What They’re Missing
Sometimes, customers just need a little push to remember what they’re missing out on. For instance, creating a sense of urgency through “last chance” notices or limited-time deals can spark them into action. You can also highlight how other customers are enjoying your products, using real reviews, ratings, or photos as social proof.
5. Provide Special Rewards to Encourage Returns
While exclusive offers focus on updates and awareness, incentives are about giving customers a specific reason to come back now. These can include special discounts for returning customers, bonus loyalty points, freebies, or even free shipping within the Philippines for a limited time.
You could send a message that says: “We miss you! Here’s PHP 200 off your next purchase, valid for the next 7 days.” When you make the offer time-bound, you create a sense of urgency that can help convert interest into action. This works especially well for customers who need just a little extra encouragement to complete a purchase.
6. Engage Customers through Multiple Channels
Reaching out through just one platform limits your chances of reconnecting with inactive customers. Filipinos use a variety of communication channels daily, so it’s worth reaching out through email, SMS, Facebook Messenger, Viber, WhatsApp, Telegram, or even Instagram DMs. Different customers may prefer different platforms, and using several increases the odds of your message being seen.
The tone of your outreach also matters. Keep it friendly, approachable, and aligned with the way you’d interact with them in person. Instead of a formal, overly corporate tone, use warm, conversational language.
Make Payments Easy and Win Back Inactive Customers with Maya Business Solutions
If you want to encourage inactive customers to shop in your store again, sign up for Maya Business. This lets you access solutions that will create a seamless payment experience for your customers.
Setting up a Maya Business account also lets you open a Maya Business Deposit account and use it as your settlement account. With an industry-leading 2.5% per annum interest rate, you’ll earn PHP 25,000 in interest per year on a PHP 1 million deposit. Furthermore, you’ll be able to send money to your partners and suppliers for free via InstaPay and PESONet, letting you save more.
Additionally, signing up qualifies you for a no-collateral Maya Flexi Loan offer of up to PHP 2 million in just 3 months, allowing you to have another funding source to further develop your business. Just use Maya as your primary processor for all wallet and card payments. The more you use our solutions, the better the loan offer will be.
Sign up for Maya Business today to enjoy the many benefits of Maya Business solutions.
