Reactivating dormant customers
A forgotten pass can become a reason to return
Customers may stop visiting, but the wallet pass they added to their phone can remain long after the original interaction. Smartix helps businesses reconnect with dormant customers through timely offers, events and invitations.
One pass. Long-lasting opportunities to reconnect.
Whether it began as a loyalty card, membership pass, event ticket or digital stamp card, a Smartix wallet pass can remain on a customer's phone for months or years. That creates a persistent communication channel that can help restart the relationship when the time is right.
How a dormant customers* are reactivated
This example shows how a customer relationship can survive a long period of inactivity. The customer may have stopped visiting, but the pass remains in their wallet, giving the business a way to reconnect later with a relevant reason to return.
Customer joins
A customer signs up to a loyalty scheme and receives a traditional paper card or printed stamp card.
Customer earns rewards
They return several times, collect stamps or points and begin building a relationship with the business, but only when they visit.
The loyalty card is lost
The paper card is lost, discarded or left at home. The customer gradually stops visiting.
The relationship fades
With no lasting communication channel, the business has no simple way to invite that customer back.
Customer joins (with Smartix)
A customer signs up to the loyalty scheme and adds a Smartix loyalty wallet pass to their phone.
Customer earns rewards
They collect points, receive updates and engage with the business through the pass even between visits.
The pass remains
The customer may stop visiting, but the loyalty pass can remain in their wallet long after the original interaction.
Six months later...
The customer has drifted away, but the connection still exists.
A reason to return
The business sends a special event invitation, welcome-back offer or reminder about unused rewards directly to the pass.
Customer returns
The customer is reminded of the relationship, returns to the business and the connection starts again.
Could you bring dormant customers back?
Customers drift away from every business, but that doesn't always have to mean the relationship is over. With a Smartix pass on their phone, you have a persistent way to reconnect when you have something relevant to offer.
What could bring your dormant customers back?
Supporting research
• Increasing customer retention by just 5% can increase profits by 25% to 95%. [Harvard Business Review]
• Former customers can represent an attractive growth opportunity because they already know the company and require less effort to reacquire than entirely new customers. [Journal of Service Research]
• Well-targeted communication can improve customer experience by helping customers at the right time with relevant information. [Journal of Retailing and Consumer Services ]
• Coupon redemption reduced customer churn by around 10 percentage points while increasing customer lifetime value. [Journal of Retailing and Consumer Services ]