Reacquiring a customer is up to 5x cheaper than landing a new one. Personalized communication and data-driven offers rebuild loyalty. Solving past issues signals integrity and earns second chances. Consistent follow-ups turn past silence into renewed revenue. A structured win-back strategy boosts long-term retention and ROI. 622 words ~ 3 min. read Customer churn is inevitable—but it’s not irreversible. Former customers represent one of your most valuable and overlooked assets. Why? Because they already know your brand, your product, and your promise. With the right strategy, you can bring them back—and reignite both trust and revenue. Why Former Customers Are Your Best Leads Research from Harvard Business Review reveals it’s up to five times cheaper to win back a former customer than to acquire a new one. Even better? Reacquired customers often spend more and churn less. Yet most companies ignore this goldmine, focusing instead on top-of-funnel growth. Let’s change that. Step 1: Understand Why They Left Before launching any win-back campaign, diagnose the departure. Common causes include: A negative service experience Pricing or product fit concerns More enticing offers from competitors Life changes unrelated to your business Exit surveys, reviews, and support tickets are essential to uncovering these root causes. Step 2: Segment and Prioritize Not all lapsed customers are equal. Use your CRM to segment by: Time since last interaction Lifetime value Products purchased Loyalty status Prioritize those with high potential value or known dissatisfaction you can resolve. Step 3: Personalize Outreach Generic “We miss you!” emails don’t cut it. Instead: Use their name and reference past purchases. Acknowledge their absence (“We noticed you haven’t been back since January…”). Address known issues (“We’ve improved our shipping times significantly…”). Tools like Mailchimp, ActiveCampaign, and HubSpot make this scalable and automated. Step 4: Offer Meaningful Incentives Sweeten the invitation back with offers tailored to their preferences: 20% off their favorite item Early access to new features Complimentary consultation or VIP perks Pro Tip: Align incentives with why they left. If it was pricing, offer a discount. If it was service, offer personal support. Step 5: Build a Follow-Up Framework One message won’t do it. Develop a three-step campaign: Re-introduction email — Personalized with incentive Follow-up reminder — Share a testimonial or success story Final nudge — Include scarcity (e.g., “Offer expires in 48 hours”) Automate where possible, but stay human. Step 6: Repair and Retain When customers return, show them you’ve changed. Implement: Surveys asking what’s improved A loyalty program to encourage continued engagement Ongoing check-ins to stay top-of-mind Bottom Line: Lost customers aren’t truly lost—they’re waiting to be re-invited. With empathy, insight, and smart execution, you can win them back and strengthen your business for the long haul. The key is in personalization, resolution, and consistency. Start where others stop—and turn yesterday’s customers into tomorrow’s champions. --- The Leavenworth-Lansing Area Chamber of Commerce is a private non-profit organization that aims to support the growth and development of local businesses and our regional economy. We strive to create content that not only educates but also fosters a sense of connection and collaboration among our readers. Join us as we explore topics such as economic development, networking opportunities, upcoming events, and success stories from our vibrant community. Our resources provide insights, advice, and news that are relevant to business owners, entrepreneurs, and community members alike. The Chamber has been granted license to publish this content provided by Chamber Today, a service of ChamberThink Strategies LLC.

Since this is Small Business Month, we thought it would be the ideal time to call attention to some of the resources out there for the small business. With an increase in awareness of how important small businesses are to the local and national economies, large businesses are getting into the groove and pledging their support to help small businesses too. TikTok Gives Ad Credits TikTok has announced a $1 million advertising credit initiative to support U.S. small businesses during Small Business Month. This campaign aims to help entrepreneurs expand their reach and grow their businesses on the platform. Campaign components include: · U.S.-based small businesses can apply for advertising credits to enhance their presence on TikTok. · Small Biz Fest TikTok Academy Webinars. Starting May 15, weekly webinars will provide expert advice on creating effective ad campaigns. · “100 Ways to Grow on TikTok” Video Podcast Series. This series shares success stories and insights from entrepreneurs who have leveraged TikTok for business growth. · Small Biz Fest Roadshows. In-person events in Los Angeles, New York City, and Austin will offer guidance on optimizing TikTok strategies. Additionally, TikTok will highlight small businesses at state capitols in New York and Texas, providing opportunities for entrepreneurs to engage with policymakers and discuss the platform's economic impact. For more information and to participate in these initiatives, visit tiktoksmallbizfest.com . Stamps.com Grant Stamps.com has launched the Small Business Flexibility Grant, offering a $25,000 award to support U.S.-based service-oriented small businesses. This initiative aims to help businesses overcome operational challenges, particularly those related to manual processes like mailing and shipping. Key Details Eligibility: · U.S.-based service-oriented small businesses · Minimum of three employees · Operating for at least two years Application Period : May 1–31, 2025 Announcement of Winner : June 2025 Use of Funds : No restrictions; businesses can allocate funds as needed to enhance flexibility and efficiency. Applicants are required to answer questions about their business operations and how they plan to use the grant to address flexibility challenges. The grant is designed to empower small businesses to automate manual tasks and improve operational efficiency. For more information and to apply, visit www.stamps.com/grant Walmart’s “Grow with US” Program Walmart has launched the Grow with US program, a comprehensive initiative designed to support U.S.-based small businesses in scaling their operations and gaining national exposure. This program is part of Walmart's broader commitment to invest $350 billion in American-made, grown, or assembled products by 2030, aiming to support over 750,000 jobs. Program Overview Grow with US is a voluntary, four-step program offering: 1. Education . Access to Walmart’s Supplier Academy, featuring 30 e-learning modules across four learning paths: Welcome to Walmart 101, Retail Ready Capabilities, Business Fundamentals, and Advanced Learning. 2. Product Discovery. Opportunities to showcase products through Walmart’s U.S. Open Call, RangeMe platform, and Walmart Marketplace. 3. Mentorship. Pairing with experienced Walmart mentors to navigate the retail landscape. 4. Financing. Access to financial support through Walmart’s Early Payment Program and Bridge Marketplace. Participation Details Eligibility: U.S.-based small businesses can participate by providing a voluntary Small Business Administration (SBA) certification or requesting verification through Walmart. Open Call Event: Applications for Walmart’s annual Open Call event open on June 24, 2025. This event, scheduled for October 7–8 in Bentonville, Arkansas, allows small and medium-sized businesses to pitch their shelf-ready products directly to Walmart and Sam’s Club merchants. Road to Open Call Events: In May and June, Walmart is hosting regional pop-up events in cities including Orlando, Kansas City, Baltimore, Austin, Columbus, and Atlanta. These events offer entrepreneurs the chance to meet with Walmart buyers, receive feedback, and potentially secure a fast pass to the main Open Call event. Verizon’s Small Business Accelerator and Grant Verizon has announced a commitment to support U.S. small businesses through a $5 billion investment over the next five years. This initiative includes the launch of the Small Business Supplier Accelerator, aimed at integrating small businesses, many veteran-owned, into Verizon's supply chain by offering training, mentorship, and flexible procurement terms. Verizon Small Business Digital Ready Program In partnership with the Local Initiatives Support Corporation (LISC), Verizon continues its Small Business Digital Ready program, offering: · Free online courses covering topics like digital marketing, finance, and operations. · Expert coaching sessions and community events to enhance business skills. · Access to $10,000 grants for eligible small businesses. Grant Eligibility and Application To qualify for the $10,000 grant businesses must: · Be a for-profit U.S.-based business. · Register on the Verizon Small Business Digital Ready portal: https://digitalready.verizonwireless.com/onboarding · Complete two learning activities (courses, coaching sessions, or events) between January 1 and June 30, 2025. · Submit the grant application by June 30, 2025, at 11:59 PM PT. Need a few more resources? Of course you do. You can never have enough. Check out this list from the US Chamber of Commerce. PS: Be sure to check out: Small Business Grant Program from the City of Leavenworth. Small Business Micro-Grant Program from Leavenworth County Development Corporation Grants Calendar from Kansas Department of Commerce Economic Development Incentives from the City of Lansing ------------ Christina Metcalf is a writer and speaker who believes in the power of story. She works with small businesses, chambers of commerce, and business professionals who want to make an impression and grow a loyal customer/member base. She is also the author of The Glinda Principle , rediscovering the magic within. _______________________________________ Instagram: @christinametcalfauthor LinkedIn: @christinagsmith