What scenario should be put in place to increase the purchase frequency of inactive customers?

28 August

So how do you boost your CRM base to make your brand stand out at the end of the year?We invite you to look at the case of inactive buyers, create a segmentation We invite you to look at inactive buyers, create a frequency-based campaign and reactivate them using a two-step scenario. Inactive buyers are high-potential customers who have already made at least one purchase on one of your sales channels but who have exceeded your brand's average purchase frequency time, not to be confused with your inactive marketing base. Let's get started!


Step 1: Create the segmentation and determine your average purchase frequency.

First of all, you need to analyse your sales to identify a major trend: the average purchase frequency, i.e. the average time spent between two purchases per customer.

This average purchase frequency can vary from even to double depending on your sector of activity. If you sell furniture, it is unlikely that you buy every two months. On the other hand, if your sector of activity is similar to ready-to-wear, your purchase frequency may be much less frequent.


Step 2: Set up a two-stage scenario.

Now that you have detected all your inactive buyers, it is time to set up an automated scenario to get them back into your active buyer base. Ideally, you should offer them two personalised emails:


A first one on the anniversary of the last purchase: " One year ago you bought this little top,come anddiscover the new collection" . The aim of this email is to rekindle the flame through the memory and the personalisationlike Bocage. Personalization pays off, since 75% of Internet users go to the shop and buy the products highlighted in a newsletter.






A second email at the time of the average purchase frequency: you have to strike while the iron is hot. You know that your regular customers buy at this frequency, so a little boost to a buyer who is about to become non-regular will only be a bonus for your sales. You can accompany this email with a reminder a fortnight later by including a discount code, such as the Faguo brand.



Obviously, if an inactive buyer opens one of these two emails and buys, they will automatically be reintegrated into your active customer base as they will meet the " purchased a product within the last X months " criteria.


Step 3: Sort out your inactive buyers.

But here's the thing: not everyone will buy into your two-step scenario. What to do to respect the principles of the RGPDprinciples, not spam your contacts and not send emails in the wind ? Sort out your buyer base, as these very occasional buyers are no longer receptive to your products for the moment.

  • If the contact does not buy but continues to read your emailings, you can assume that they will be less inclined to open/click on very promotional or product-oriented newsletters. This customer is part of what we call the neo-consumers, consumers who are loyal to your marketing actions, ready to talk about you to their friends and on their social networks, but who only buy very occasionally, if at all. You will therefore need to adapt the content of your newsletters for this segment by highlighting the more lifestyle/feel good character of your brand.
  • If the contact no longer makes a purchase and does not open your emails, they will have to be deleted from your database after several years in order to meet the requirements of the RGPD.

Your inactive customers are a golden base as you are talking to contacts who have already purchased a product from your brand and for one reason or another have not made a purchase since. It would be a shame to lose them by not setting up a scenario to remind them of their liking for your products. After all, it's common wisdom in loyalty that keeping a customer costs 5-10 times less than acquiring a new one.*** And if you run out of ideas for building loyalty, it's this way !

* Criteo study, August 2020.


*** Quality Performance