Customer Reactivation (Expires) "Your past customers are really your best customers."
If you don't have a program in place to contact and retrieve your expires then you should start one now without wasting another moment. Conciliating with your past customers is an optimal way to increase customer loyalty and the established business relationship you have with them makes them your most viable call source.
Expires have high retention
Past customers have an average of up to 70% retention.
Conciliating with your past customers is an optimal way to increase customer loyalty
Better to renew a past customer than find a new one because word of mouth from unhappy past customers can exponentially dissuade future ones. A Harvard Business School study* showed that an increase in customer loyalty can increase profitability by 25% to 80%. Calling and showing you care is the best way to win back past customers.
* Learning From Customer Defections - Frederick F. Reichheld - Harvard Business Review, 1996
The "Established Business Relationship" (EBR) exemption to the National Do Not Call Registry makes expires your most viable call source.
Sellers and telemarketers may call a consumer with whom a seller has an established business relationship, provided the consumer has not asked to be on the seller's entity-specific Do Not Call list within 18 months from the date of the last payment, transaction, or shipment between the consumer and the seller.
Call them before they become part of your competitor's customer base
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Competitors don't have the safe harbor advantage of the "EBR" that you have to directly contact past customers. Use it to let your past customers know their patronage counts.
Restart Solutions, Inc. offers a soft sell approach to reactivating your past customers. We see to it that our sales personnel meet our stringent hiring guidelines, and undergo extensive training before they are permitted to represent your publication. Most important are the results: the retrieval of prior customers, with high retention done at competitive rates.
It's important to make your expires see the value in resubscribing to your magazine or journal and only a well-qualified agent, versed in tele-renewals, can do that. That's why our orders come with guaranteed retention: if the customers we sign up don't pay you, you don't pay us. We have found that it's always helpful to offer an incentive or premium as a way of inciting them to come back as customers. |
Upsell and conversion campaigns are an excellent way to boost circulation
Any telemarketing company can run a call campaign, but how much experience they have dealing with customers is another question. Current customers are the best prospects to sell premium services to. Exceptional implementation of an upgrade campaign incorporates: high list penetration, fast turnaround, low prices, and courteous TSR's trained to handle your market with kid gloves and no high-pressure tactics.
Stop Saver Campaigns
Call your past customers and renew their service before they call you to stop it.
Whether it's "Advanced" renewals or "End of Series" renewals we've got the experience to do the job and do it well. Let us demonstrate how resourceful a market your past customers are and how our tele-renewal and upsell campaigns can play a cost-effective role in your company's business plan.
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