How to win back lost customers

Hannah Parvaz, founder of Aperture and a recognized app marketer, discusses the significance of win-back strategies in subscription apps to re-engage users who have churned. Initially experiencing low win-back rates, Parvaz emphasizes the importance of understanding why users leave and addressing those reasons through personalized offers and targeted messaging. She highlights the potential of web-based payment systems over traditional app store methods, which can save costs and expedite revenue collection. Parvaz advocates for using multiple channels, such as push notifications and emails, to drive conversions and suggests experimenting with different offers and timings to optimize results. Persistence, without being intrusive, is key to successful win-back campaigns, and optimizing web flows can yield significant improvements in conversion rates. She advises companies to engage directly with churned users to understand their reasons for leaving, and adapt strategies accordingly to improve retention and re-engagement.