Planning for Customer Retention Post-pandemic

How to re-activate your customers in our new reality.

Forecasting for the after of COVID-19 is an almost-impossible feat. We’re living through the most unprecedented situation and as such, business strategy veritably goes out the window. Mindsets shift and a new outlook and focus has to be determined.

During the pandemic, your customers have potentially been idle or unable to use your product. So what are you going to do when normalcy returns and they can once again avail of your service? How will you re-engage with them and get them excited about using your product once more?

Many brands are of course trying to maintain contact and a relationship with their customers through e-mails, messages and notifications. This avenue however poses significant challenges, the foremost of which is to cut through the noise. You could alternatively send your customer an impactful message at the right time and create a memorable experience, with a gift.

Necessity is the mother of invention


Customer reactivation

In our experience thus far, we are helping clients with post-pandemic strategies that will re-engage customers as their service becomes available again. The secret to success here is planning for the right time to react. If, like so many others, your customers have become dormant because of the lockdown, while difficult, this poses an opportunity to evaluate customer experience and loyalty.

Why gifting?

A person receives anywhere between 120 to 250 brand messages in any given day. Most of which will either be left unread, or sent to the trash. These numbers have also increased during the pandemic as marketing and customer service efforts have moved almost entirely online.

Email Marketing

A gifting campaign allows you the freedom to create a highly bespoke brand experience that is sure to cut through the noise, resonate with your customer and create a memorable experience.

  • It shows customers that your brand cares about them as customers and people - and not just your bottom line.
  • In a survey conducted by Microsoft - 68% of consumers say it increases their perception of a brand when companies send them proactive customer service notifications.
  • The gratitude a customer typically feels having received a brand gift is paid back over time through attitudinal loyalty and vocal brand advocacy.
  • Gifting establishes an emotional connection between brand and customer that goes beyond the transactional. Customers who are emotionally connection with a brand are anywhere between 25-100% more valuable.

For us, companies that take the time to prioritise what’s most important in both business and life: to care for our fellow humans; to treat customers as people rather than numbers; that are planning now for when we emerge from the pandemic - they’re the ones that will win out.

If you want to plan for what comes after the pandemic and chat about how you re-activate your customers through memorable experiences, email

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A Letter to All

Hello friends,
What times are these. We hope you feel safe.

By Jonathan Legge Mar 31, 2020

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