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Other tactics like gathering feedback and conducting surveys could also be used to retain customers.

The author recommends having holistic strategies to retain disengaged customers. The article cites a Harvard Business Review study which found that the main reason for consumers disengaging are complicated workflows. Companies can approach users via email and offer re-onboarding to guide them through the workflow.

To identify the reasons for user inactivity, brands can connect with customers to gather feedback about their experiences. For this, companies can enlist their sales or customer support teams to reach out to inactive customers.

Conducting surveys can help identify customer’s problems and if possible, address the issues quickly and directly. Surveys can also allow companies to determine which users can qualify for a re-onboarding process.   

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