Customer Loyalty: Winning Back Lapsed Customers with Advertising

Customer Loyalty: Winning Back Lapsed Customers with Advertising

Customer expectations have shifted dramatically due to the coronavirus pandemic. Consumers are now expecting a seamless customer experience—whether it’s through curbside pickup or mobile ordering. Online shopping has taken off, and digital transformation is no longer a “nice-to-have” for brick-and-mortar retailers. This has no doubt impacted customer loyalty for many brands who haven’t yet prioritized convenience in their in-store shopping or dining experiences. It might seem tempting to focus on new ones and disregard loyal customers, but the latter are more likely to convert. 

Resolving this issue comes down to reinvigorating customer loyalty. A study by Thanx found that loyal customers spend 67% more than new ones. One way to increase customer retention is to establish a customer loyalty program. Another option is to launch an advertising campaign to reconnect with lapsed customers. With our latest location-based advertising audiences, brands can reach lapsed customers, and get them back to being fans again.

Below are a few of our latest Gravy Audiences that can help brands re-engage with lapsed customers:

  • Lapsed and Non-Loyal Visitors – Lowe’s
  • Lapsed and Non-Loyal Visitors – Whole Foods
  • Lapsed and Non-Loyal Visitors – Costco
  • Lapsed and Non-Loyal Visitors – Starbucks
AudienceDescription
GraduatesMobile users that are between the ages of 18 - 22 that are seen visiting college and high school campuses and attending school sporting events.
Lapsed and Non-Loyal Visitors - Whole FoodsMobile users that make infrequent visits to Whole Foods indicating they are lapsed and or non-loyal visitors.
Lapsed and Non-Loyal Visitors - Dunkin' DonutsMobile users that make infrequent visits to Dunkin' Donuts indicating they are lapsed and or non-loyal visitors.
Lapsed and Non-Loyal Visitors - Wendy'sMobile users that make infrequent visits to Wendy's indicating they are lapsed and or non-loyal visitors.
Lapsed and Non-Loyal Visitors - Burger KingMobile users that make infrequent visits to Burger King indicating they are lapsed and or non-loyal visitors.
Lapsed and Non-Loyal Visitors - Sam's ClubMobile users that make infrequent visits to Sam's Club indicating they are lapsed and or non-loyal visitors.
Lapsed and Non-Loyal Visitors - KrogerMobile users that make infrequent visits to Kroger indicating they are lapsed and or non-loyal visitors.
Lapsed and Non-Loyal Visitors - Dollar GeneralMobile users that make infrequent visits to Dollar General indicating they are lapsed and or non-loyal visitors.
Lapsed and Non-Loyal Visitors - StarbucksMobile users that make infrequent visits to Starbucks indicating they are lapsed and or non-loyal visitors.
Lapsed and Non-Loyal Visitors - CostcoMobile users that make infrequent visits to Costco indicating they are lapsed and or non-loyal visitors.
Lapsed and Non-Loyal Visitors - WalgreensMobile users that make infrequent visits to Walgreens indicating they are lapsed and or non-loyal visitors.
Lapsed and Non-Loyal Visitors - Lowe'sMobile users that make infrequent visits to Lowe's indicating they are lapsed and or non-loyal visitors.
Lapsed and Non-Loyal Visitors - CVSMobile users that make infrequent visits to CVS indicating they are lapsed and or non-loyal visitors.
Lapsed and Non-Loyal Visitors - TargetMobile users that make infrequent visits to Target indicating they are lapsed and or non-loyal visitors.
Lapsed and Non-Loyal Visitors - Home DepotMobile users that make infrequent visits to Home Depot indicating they are lapsed and or non-loyal visitors.
Lapsed and Non-Loyal Visitors - McDonald'sMobile users that make infrequent visits to McDonald's indicating they are lapsed and or non-loyal visitors.
Lapsed and Non-Loyal Visitors - WalmartMobile users that make infrequent visits to Walmart indicating they are lapsed and or non-loyal visitors.

What can brands do to win them back? Let’s say that a retail brand’s most dedicated customers have always shopped in-store. However, there also might have been groups of customers who are only shopping online and haven’t shopped in-store in months. By using these Gravy Audiences, brands can advertise upcoming in-store promos and discounts to lapsed customers before they begin shopping. By reaching lapsed customers at the right time, advertisers are able to catch their attention before they go elsewhere for a specific product or service.

Customer loyalty should always be top-of-mind for brands. For a full list of advertising audiences, search for them in our Audience Finder. When you are ready, we’ll be glad to help you get to most out of your Gravy Audiences. 

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