Remember when your favorite barista knew your coffee order without you having to say a word? That’s the kind of personalized service that makes customers feel special, and it’s the first step in winning back lapsed shoppers.

Start by segmenting your customer data in your CRM to identify those who haven’t shopped with you in a while. Then, craft a personalized outreach campaign that reminds them why they loved shopping with you in the first place. This isn’t just about addressing them by their first name—though that’s a good start. Dive into their past purchase history and preferences. Did they buy a pair of sneakers six months ago? Send them a personalized offer on the latest arrivals that complement those kicks.

For example, you might say, “Hey, Sarah! We noticed it’s been a while since you picked up those cute running shoes. We’ve got a new collection that we think you’ll love—and as a welcome back, enjoy 15% off your next purchase!” It’s like telling your customers, “We see you, we know you, and we’ve got something just for you.”

Everyone loves a good deal, but offering something exclusive to lapsed customers can make them feel like they’re part of an elite club—one they definitely want to rejoin. Use your clienteling CRM to identify these customers – especially the ones that have spent big with you in the past – and send them exclusive offers that are too good to pass up.

Think beyond the generic discount code. Consider offering early access to a new collection, a sneak peek at an upcoming sale, or even a limited-time free shipping deal. The key is to make the offer feel special, like it’s just for them. “Hey, John, because we’ve missed you, we’re giving you first dibs on our upcoming winter collection—available exclusively to VIPs like you before anyone else.”

This strategy not only incentivizes lapsed customers to return but also reignites that feeling of exclusivity and personal connection with your brand. It’s like being on the short list for the hottest party in town, but with better perks—like cozy sweaters and stylish boots.

Sometimes, all it takes to lure back a lapsed customer is a gentle nudge—a reminder of why they fell in love with your brand in the first place. Enter the re-engagement campaign, your opportunity to rekindle the flame and remind them what they’ve been missing.

Create a series of emails, text messages, or even short video messages that highlight what’s new and exciting about your brand. Maybe you’ve launched a new product line, introduced eco-friendly packaging, or updated your loyalty program. Use this as a chance to showcase how your brand has evolved and how you’re continuing to offer value.

For example, “Hi, Emma! We’ve been busy since you last visited—check out our new collection made from sustainable materials, just in time for the holiday season!” This not only piques their interest but also aligns your brand with values they care about.

Don’t forget to include testimonials or customer reviews in your re-engagement campaign. Social proof is powerful, and seeing that others are enjoying your products can be just the nudge a lapsed customer needs to come back.

If you’re really serious about winning back those lapsed customers, sometimes the best approach is the most direct one: a personal touch. This is where clienteling shines. Use the data you’ve gathered on your customers to reach out in a way that feels authentic and personal.

This could be a personalized handwritten note or a phone call from a sales associate who has helped them in the past. “Hi, Emily! It’s Jane from XYZ Brand. I was thinking about you and wanted to let you know we just got in a new line of sun dresses that I think you’ll love. Let me know if you’d like to come in and check them out, or I can send some photos your way.”

By reaching out personally, you’re reminding them that they’re not just another customer—they’re a valued part of your brand’s community. This level of personalized service can go a long way in re-establishing a connection and bringing them back into the fold.

Customer data is a retail sales team’s best friend, and when it comes to clienteling, it’s like having a cheat sheet to win back lapsed customers. Use your CRM to analyze customer behavior and tailor your comeback strategy accordingly, personalized to the shopping habits of each individual shopper.

Look for patterns to build your clienteling strategy around. Did they always buy during sales? Did they tend to shop seasonally? Are they more of an in-store shopper, or an ecommerce shopper? Use these insights to craft a message that resonates. “We noticed you’re a fan of our summer sales, and guess what? We’ve got one coming up soon. Be the first to know when it starts!”

Also, consider retargeting ads based on their previous browsing history. If they’ve been eyeing a product but never pulled the trigger, a well-timed ad might be all it takes to bring them back. Combine this with personalized offers, and you’ve got a one-two punch that’s hard to resist.

Finally, loyalty programs can be a powerful tool in luring back lapsed customers. If you already have a loyalty program, remind them of the points or rewards they’ve accrued. “Hey, Alex! You’ve got 200 points waiting for you—redeem them on your next purchase and treat yourself!”

If they’re not already part of a loyalty program, use it as an incentive to return. Offer them bonus points or a special reward just for coming back. “We’ve missed you, so we’re giving you double points on your next purchase. Welcome back to the club!”

Loyalty programs not only encourage a return visit but also provide a reason to keep coming back, turning a lapsed customer into a repeat shopper.