There are plenty of reasons why a customer would stop visiting your restaurant. It could be the bad quality of food, inconsistent taste of food, a bad customer service experience, unpleasant ambience or they, unfortunately, switched to a competitor due to better pricing. Running a restaurant includes both winning and losing of customers all the time but if you’re not putting enough effort into winning back your lost customers, you’re missing out on a significant amount of revenue-making opportunity. Learn How to Win Back Lost Restaurant Customers through Win-Back Campaigns.

2. There are plenty of reasons why a customer would stop visiting your restaurant. It
could be the bad quality of food, inconsistent taste of food, a bad customer service
experience, unpleasant ambience or they, unfortunately, switched to a competitor
due to better pricing.
Running a restaurant includes both winning and losing of customers all the time
but if you’re not putting enough effort into winning back your lost customers,
you’re missing out on a significant amount of revenue-making opportunity.
Fortunately, with smart marketing, it is possible to create specific marketing
campaigns that are targeted towards lost customers to urge them to eat at your
restaurant once again to provide them with a better experience. Still wondering
how you can make that happen?
The answer is WIN BACK CAMPAIGNS!

3. Who are the targeted
customers for the
Win-back Campaign?

4. Customers who leave because of high price are most likely to return if certain
discounts or price adjustments are made whereas customers who left
because of poor service are less likely to return because of the
disappointment. There must be several customers who left because of both
the reasons and these are the ones that are least likely to come back, not
much of a surprise, huh? Collecting this data is not impossible if you’re
consistent with your customer feedback.
If you have all this data in hand it is easier to segment the lost customers into
different categories to target them with different promotional offers or
discounts. This systemized segmentation of the lost customers can be done
by finding a shared trait or characteristic among the customers and dividing
them into various groups according to that.

5. What are the Mediums
to send a Win-back
Campaign?

6. 1. SMS
It’s quick as text messages are
easily read due to 160 characters
and you can choose the tone of
your message according to your
brand voice.
Don’t forget to update your
employees regarding the win back
campaign so that they treat those
lost customers with the utmost
care and provide them with
amazing customer service.

7. 2. EMAIL
Emails are an interesting way to
communicate your message to
the customers as it is a great
medium to be creative and
incorporate eye-catching designs
in your message. You could also
send a series of 3-4 emails to your
targeted customers to attract
them with amazing offers. Email
marketing is also a cost-effective
method.

8. 3. Push
Notifications
Push Notifications are similar to
SMS as they are also short and
have a character limit. These are
like pop-ups or reminders for the
customer about a new offer or
discount. Push notifications could
be sent through the restaurant
website or restaurant mobile
application.

9. What Offers to
Send in a Win-back
Campaign?

10. 1. Update Your
Customers
To spark an interest in your
customers you should update
them about everything related to
your restaurant like a new dish in
the menu, opening a new outlet,
change in ambiance, upcoming
offers or anything that is exciting
enough. Add creatives and
images, witty one-liners, and
related memes to make it more
relatable.

11. 2. Gather Feedback
It is smart to incorporate a
customer feedback system. This
helps in building customer
relations as you can follow up
with your customers in case of
negative feedback and ensure
them for an improved service
next time this would make the
customer believe that you value
them in your restaurant.

12. 3. Offer Incentives
Providing offers and discounts is the
best way to attract customers.
- Up to 70% discount
- Flat 35% discount
- Double the loyalty points
- BOGO- Buy 1 Get 1
- Happy Hours- Buy 1 Drink, Get 1 Free
- Free dessert/ drink on next visit

13. 4. Contests or
Giveaways
Contest or giveaways are a great
way to increase engagement and
create buzz on social media
platforms. It is also a cost-
effective way in terms of return
on investment. Contents and
giveaways lead to a high number
of responses and engagement
while you just have to reward a
handful of people.

14. How to Set up
your Win-back
Campaign?

15. 1. Connect with the
Customers
Customers are smarter these
days and can sense an apathetic
campaign from far away.
Customers want to feel valued by
the restaurant.
It is advised to personalize the
campaigns so that the customers
are able to connect with it.

16. CAMPAIGN EXAMPLES
Following sentences are an example to start
your campaign:
- Where have you been, [name]?
- Long time no see?
- Enjoy VIP Experience!
- Today’s Special Prices
Following sentences are an example to offer
discounts:
- Your favorite dish is on the discount
- Save 25% on your next order
- BOGO Offer for the entire month
- Dessert free on orders above ₹ 799

17. 2. Call to Action
A Call to Action is important for all
the campaigns on all the platforms.
It lets the customer take an action if
they are interested in what you are
offering.
Social Media platforms already offer
a Call to Action button among which
you can select one.
In the case of emails, you can
hyperlink a visual button that
catches attention.

18. 3. Unsubscribe
Button
It is important to interact with
your customers but we need to
draw a line otherwise it could piss
off our customers even more.
It is advised to incorporate an
Unsubscribe button/link in the
campaigns to give your customers
a choice if they still want to
receive these offers or wish to opt
out.

19. How Long Will
These Win-Back
Customers Stay?

20. You must be wondering what is the whole point of taking so much stress and
building an entire campaign if these customers are going to leave soon
afterwards. It would be an absolute waste of energy and money. How can I
make sure that they stay?
To answer that I went online and found that researchers have acknowledged
that the returning customers stay longer during the second time they come
around and turn out to be even more profitable. Other than that it really
depends on the customer experience you provide them and how efficient is
your staff to build relationships and retain them.

21. THANK YOU!