The Surprising New Science of Win-Back Conversations
A behavioral study by Emblaze involving 1,350 former customers reveals the most effective research-backed strategies and messaging approaches for re-engaging and winning back lost customers, addressing factors like reasons for leaving and whether to treat them as new or existing clients.
The Surprising New Science of Win-Back Conversations
Learn what the research shows about how to win back lost customers.
Whether it was due to a service failure, supply chain challenges, or they were lured away by a better price, your formerly loyal customer decided to leave. But does that mean it’s over for good? Or could there be a way to win them back?
A new behavioral study from Emblaze tested that question in a real-world sales situation. Over 300 sellers approached 1,350 former customers using several possible win-back messages.
Find out which approach drives the best response (and which ones fall flat) in this webcast with Doug Hutton, EVP Customer Experience at Emblaze, and Dr. Leff Bonney, Associate Professor of Sales and Customer Relationship Management at Florida State University.
This research-backed session answers questions like:
- What’s the most effective approach to re-engage lost customers?
- Should you treat lost customers more like new logos or existing accounts?
- Does their reason for leaving affect their chances to return?
Not Gone for Long
With these insights, you'll get those lost customers back in no time.
Why Return: The Surprising New Science of Win-Back Conversations