You've just brought an inactive customer back to activity by using Artbrain's recommendation engine to send them items they absolutely loved, bid on, and won! An amazing step. Next, we want to enrich this customer's experience by continuing to make them feel appreciated, feel understood, and bring them more items they will love. A continual cycle of personalization will keep your customers happy, bidding, and winning.
The best way to do this is to reach out to your reactivated customers after every auction and do a couple of things:
1) Thank them!
They just came back and won an item at your auction, and we are so grateful for this. Thank them for their patronage and their support. This ensures they will feel appreciated for their purchase.
2) Send them a preference questionnaire so you can update their preferences.
This customer has been inactive for at least 12 months, there is a good chance that their interests have changed, and we want to make sure that the recommendations are the best possible, starting with the first auction after they become reactivated.
We want them to bid as soon after their date of reactivation as possible, so we can maintain their renewed interest.
3) Ask if they have consignments.
This customer has purchased items from you in the past. Perhaps they could be a source of consignment for you moving forward as well!
How to Export your Reactivated Customers' Data?
Go to the post-auction report
Click "export" on the "Bids by Reactivated Customers"
Copy the code that pops up after clicking the export button and use that to unzip/extract the file once it's downloaded.
How to use this amazing data?
Create a dedicated campaign just for the reactivated customers:
Upload the reactivated customers with a specific label for them. You can learn how to do this here.
Create a campaign for them and put this new label as the audience.
Personally reach out to top reactivated overall and top reactivated via department
In the reactivated bids export you just downloaded, you can find the customer's email and phone number, so you can give them a phone call or write to them directly if you wish!
Additionally, you can sort the file by the "total spent" column to find the reactivated customers who spend the most, and send them personalized emails or call them as well. Knowing whom to reach out to first can be a great way to make things more efficient.