Every business has lapsed customers. These are the buyers who once showed up, paid, engaged, and then disappeared. But ignoring them is a mistake. Research shows that acquiring a new customer can cost five times more than keeping an existing one, and reactivation campaigns can convert at significantly higher rates than cold outreach.
One of the best channels to reconnect with lapsed customers is text messaging, thanks to its personal touch and impressive engagement. It’s direct, it’s fast, and customers read their texts. In fact, according to text marketing statistics, 98% of texts get opened, most within minutes. Emails can sit unread. Social posts can fade. But a text? It cuts through.
Not surprisingly, recent data showed that a majority of marketers are using text to reconnect with lapsed customers. When done well, texts don’t just grab attention. They feel like a conversation.
Why text messaging reaches better
Text is intimate. It lives in the same feed as notes from friends and family, the people the customer cares about. That’s part of its power. Customers notice when a business texts them, especially if it hasn’t reached out in a while.
Tips to reconnect with lapsed customers
1. Segment wisely
Define what “lapsed” means. Is it 3 months without a purchase? 6? A year? Be clear and don’t just send a generic message blast to everyone. Instead, target the customers who actually need a nudge to see the strongest results.
2. Personalize your outreach
Use names and reference past behavior when you can. An example would be, “Hi <first name>, we haven’t seen you since your last appointment in May. Ready to come back?” This feels more personal than “Dear customer.”
3. Lead with warmth
A simple, “We noticed you haven’t stopped by in a while. Hope all is well,” invites reengagement, rather than making the customer feel pressured or put on the spot.
4. Offer something real
Lapsed customers need motivation. That could be a discount, a free bonus, or early access to something new. The key is to make them feel valued. A small incentive can work wonders.
5. Make the next step obvious
“Click here to book” or “Reply YES to claim” guides the customer exactly where you want them to go, rather than leaving them guessing for how to act.
6. Time it right
Send your win-back texts at a time of day your audience is likely to be free to read and act. B2C businesses might get better results texting in the evening. B2B might work better midday. Additionally, don’t send more than one or two reminders. The goal is to keep your outreach helpful, not pushy.
7. Always get permission
Only text people who have opted in, and include clear opt-out instructions in texts to stay compliant with regulations like the Telephone Consumer Protection Act.
TextMyBusiness makes reengagement easy
If you’re ready to bring lapsed customers back, TextMyBusiness gives you the tools to do it right. Send warm, tailored messages, automate the timing, and track responses all in one place.
Start reconnecting with your customers with TextMyBusiness.
