Customer Experience (CX)
E-commerce inactive customer analysis
You can identify the reasons for inactivity among customers whose purchasing has decreased and develop strategies to prevent their departure. By sharing feedback on their usage experience and areas for improvement, you can create opportunities for customers to actively engage with your e-commerce platform again.
• When inactive customers increase
• When the possibility of defection to competitors increases
• Reason for deactivation
• Other distribution or e-commerce used as an alternative and the reasons for it
• Suggestions for improvements for continued use
• The faster the action is taken after being deactivated, the higher the rate of reactivation. It is recommended to automate it continuously or, at the very least, to carry it out regularly every month.
• Providing a coupon along with a thank you message for the response can increase the reactivation rate.
This is a solution that analyzes the reasons for the churn of inactive customers and encourages reactivation.
If there are items needed in the future, would you be willing to purchase them from A brand?
What is the reason you are not purchasing the items needed at A brand? Please select all that apply.
