9 Hacks to Win Back Lost Customers and Regain Trust | Real-Life Examples

How to Win Back Lost Customers?

Well, you apply these 9 tips to win back lost customers and regain loyalty anytime:

1. Ask Why They Left: Ask customers directly for feedback to fix the problems.

2. Personalise: Reach out with personal messages that show you care about their needs.

3. Offer Incentives: Give them exclusive discounts, rewards or personal offers to get them back.

4. Ask Feedback: Show you’re committed to improvement by asking for their opinion.

5. Prioritise Lost Customers: Target disengaged customers with targeted marketing.

6. Engage on Social Media: Respond and show you’re listening and changing.

7. Run a Win-Back Campaign: Use personal messages and offers to reignite.

8. Fess Up: Admit past mistakes and explain how you’ve sorted them out.

9. New Products/Upgrades: Show them new or updated stuff to get them back.

The sudden surge of setting up virtual workplaces has given the virtual assistant industry a further boost. It is estimated that by 2018, online working will be about $5 billion( approximately ) as the demand for online virtual working continues to increase. No wonder a company providing virtual assistant services faces tough competition from other companies providing similar services to the customers. In the face of such tough competition, a virtual assistant company needs to retain every potential customer who come in contact with them.

This includes the customers who have unsubscribed from their services. What happens is, sometimes customers unsubscribe either because they avail similar services from the competitors at lower rates or they are dissatisfied with the services of your company. Sometimes, the virtual assistants are so busy contacting new customers that they neglect the ones who are already subscribed to the company. This often results in the loss of old customers who unsubscribe to avail similar services of the competitor.

Now, how to win back these customers? Well, you just need to devise finer marketing strategies to win your customers back. Read on the article to know the means of winning back your unsubscribed clients.

Excellent Customer Service

Customer service is one aspect of the whole operations that requires special attention because here you come into direct contact with the customer. A customer has to be handled proficiently and without any hesitation. The overall experience has to be pleasant and comforting to convey a positive impression of the company. Make sure that the customer is always in contact with a human and not a machine.

Assistance outside of your purview

A virtual personal assistant needs to provide a solution to the client even if it is recommending services that do not include their own expertise. In dealing with customers from various fields, you can come across problems that cannot be resolved solely by your team. In that case you can provide a solution that is beyond your ambit. This does not mean you will be losing business, but will be reassuring your customers that they can trust your services always. In the future, your customers will still hold on to you even if they feel you do not have the required skill set because you have established your trustworthiness.

Keep Reminding the customers

The unsubscribed customers need to be kept reminding of the value of the services that you sell. Many companies create special promotions and advertise it extensively online or through email. Keeping the lost customers in the loop is the best way to get them back. Also, keep them updated about the changes that you have made in your company policy. Make changes if there are none and get the customers to notice these changes. Start a referral program and include the unsubscribed customers as well in all the promotional emails.

Rebranding your services

If you think that you are losing too many customers, you need to rebrand and put forth a new image of the company. The former customers need to be contacted and made aware of this rebranding so that they can resubscribe to your services. Implement the changes immediately and let the customers enjoy the new services so that they can spread the word and increase your business. Remember customers are the best platform for showcasing your services and you shouldn’t let go of this opportunity easily.

The business can suffer due to various reasons, but getting back your former customers can boost your confidence levels. Not just this, but the whole company image could go places by following the basics of winning back former customers.

5 Ways Companies Lose Customer Trust (with Real Examples)

Customer trust is the most valuable asset a brand has. Once broken, it’s hard—and often expensive—to get back. Here are 5 ways companies lose customer trust, along with real world examples.

1. Data Breaches and Misuse of Personal Information

What happens: Customer data—credit cards, addresses, health records—is exposed due to weak security or misused without consent.

Why trust is lost: Customers trust companies to protect their private info. A breach or misuse not only shows negligence but makes people feel used. Even if data isn’t stolen, unauthorized use (selling to 3rd parties) is seen as a big violation.

Real example: The Equifax data breach in 2017 exposed data for over 147 million people. The slow and opaque response from the company only made things worse.

2. Product Failures and Safety Issues

What happens: A product malfunctions, is found unsafe or doesn’t do what it’s supposed to—leads to recalls, injuries or widespread dissatisfaction.

Why trust is lost: People expect products to be safe, reliable and do what they’re advertised to do. When that expectation is broken it reflects poorly on a company’s quality control and ethics.

Real examples:

• Boeing 737 MAX crashes (2018-2019) were due to design flaws and grounded fleets worldwide.

• Samsung Galaxy Note 7 recall due to exploding batteries was a major blow to consumer confidence.

3. Dishonesty and Lack of Transparency

What happens: Companies get caught hiding critical info, making misleading claims or manipulating facts—over-promising and under-delivering.

Why trust is lost: Honesty is the foundation of trust. When customers find out a company has been deceptive they feel betrayed and often won’t give the brand a second chance.

Real examples:

• The Volkswagen “Dieselgate” scandal (2015) where the company falsified emissions test results cost billions in fines and long term damage to their reputation.

• Businesses that consistently promise fast shipping but deliver late lose credibility fast.

4. Neglecting Customer Service and Feedback

What happens: Customers get rude support, unhelpful responses, delayed resolutions—or worse, they’re completely ignored when they raise concerns.

Why trust is lost: Customer service is often the human face of a brand. If people feel dismissed or disrespected it means the company doesn’t value them. Failing to act on customer feedback only deepens that frustration.

Real example: Comcast has struggled with poor customer satisfaction scores for years due to service issues, long wait times and unresolved complaints—showing the risk of taking customers for granted.

5. Performative Activism or Inauthentic Brand Values

What happens: A company publicly supports a social cause but their internal practices or marketing reveals a lack of real commitment—also known as “woke-washing.”

Why trust is lost: Today’s consumers, especially Millennials and Gen Z, expect brands to stand for something meaningful. If it feels like a marketing stunt rather than genuine support the backlash can be fast.

Real example: Pepsi’s 2017 ad featuring Kendall Jenner tried to reference protest movements but was widely condemned for trivializing serious social issues. The brand faced global criticism and pulled the ad.

Trust takes years to build, seconds to break and a lifetime to repair. These examples serve as a reminder that authenticity, transparency and accountability are no longer optional—they’re expected. Brands that prioritize customer trust will not only avoid these pitfalls but also create lasting loyalty.

Here’s a refined and engaging version of your content, keeping all the core advice but making it clearer, tone and flow for a more professional and persuasive delivery:

How do you regain trust

Losing customer trust can feel like a big blow—but it’s not the end of the story. With real effort, transparency and consistency brands can rebuild trust and even come out stronger. Here’s a step by step approach trusted by crisis communication experts and customer experience leaders:

1. Own the Mistake Immediately

Be Transparent and Honest: Don’t deflect, deny or delay. Acknowledge the issue head on with sincerity and no excuses.

Apologize Authentically: A genuine apology—especially when combined with action—can go a long way. According to Zendesk, sincere apologies can improve customer satisfaction by up to 15% Communicate Fast and Clear: Inform affected customers quickly. Use every channel (email, social media, website, press) to explain what went wrong, who’s affected and what you’re doing about it.

2. Fix the Issue—Completely and Publicly

Find the Root Cause: Go deeper than surface level fixes. Identify what caused the breakdown and why.

Take Action: Depending on the situation this might include:

• Refunds, replacements or discounts

• Security updates (for breaches)

• Fixing defective products or services

Let Actions Speak: Don’t just say you’re committed—show it through visible, measurable changes.

3. Stay Transparent Throughout the Recovery

Provide Ongoing Updates: Keep customers informed about what’s being done to fix the issue and prevent it from happening again.

Explain What’s Changing: Offer a simple, clear explanation of the changes being made—no need for technical jargon.

Unify Internal Messaging: Ensure employees and partners are aligned with the same messaging so customers get consistent information.

4. Rebuild Relationships Through Personal Connection

Strengthen Customer Support: Make your service team more responsive, empathetic and proactive.

Listen Actively: Use surveys, social media, reviews and direct communication to hear what customers are feeling and fearing.

Engage and Reassure: Reply to feedback publicly and privately. Tailor responses to individual experiences to show customers they matter.

Offer Risk Reducers: Warranties, money-back guarantees or satisfaction policies can ease customer hesitations and show confidence.

5. Prove Long-Term Commitment to Change

Invest in Continuous Improvement: Use the lessons learned to evolve your systems, policies and product standards.

Build a Culture of Accountability: Empower your team to take responsibility and act with integrity—it starts from within.

Showcase Progress: Share customer testimonials, improved satisfaction ratings and other proof points that demonstrate real change.

Double Down on Your Values: Reaffirm your mission and make sure your actions reflect your brand’s core beliefs.

Trust is fragile—but not irreparable. It takes time but consistent and authentic action rebuilds it. Feelings trump perfection. Fix and learn.

Winning back lost customers means understanding why they left through feedback or surveys and then reaching out with personalized offers that address their specific pain points or concerns. Offering them exclusive deals like discounts or promotions can help get them back. Apologize for past issues and show them how you’ve improved. Follow up with value-driven communication, but not too pushy, and keep the relationship alive.

How do you attract old customers back?

Get old customers back by reconnecting personally with a message that references your past relationship. Offering value like exclusive discounts, loyalty rewards, or special deals that are tailored to their preferences is key. Apologize for past issues and explain how you’ve improved. Highlight new or updated products, services, or features to grab their attention. Use multiple channels like email, social media, or direct calls to get your message to them. Stay relevant with engaging content, and you’ll be top of mind.

How to retrieve lost customers?

Get lost customers back by first identifying why they stopped doing business with you through feedback or analysis. Address past issues and communicate how you’ve improved. Reach out personally with a thoughtful message that shows you value their business. Offer incentives like exclusive deals or loyalty rewards to get them back. Rebuilding trust can be done by sharing success stories, testimonials, or case studies. Stay in touch via email or social media and provide amazing service when they come back.

How to win back an unhappy customer?

Win back an unhappy customer by listening actively to their concerns and acknowledging their feelings without interrupting. Apologize sincerely, take responsibility for the issue, and don’t make excuses. Fix the problem quickly and to their expectations. Offering compensation like a refund, discount, or free service shows you’re committed. Follow up to make sure they’re happy and show you care. Use their feedback to improve your products or services and communicate your efforts to rebuild trust by inviting them to experience the changes.

What are some creative ways to personalize win-back offers?

Some ways to personalize win-back offers are: offering customized discounts based on their past purchases, giving them exclusive access to new products or VIP events, and sending them personalized messages that reference their previous experience. Birthday or anniversary perks or special “We Miss You” bundles add value. Feedback-based offers that show how you’ve improved and loyalty renewal bonuses work well. Surprise gifts, gamified experiences, or a personal handwritten note can also make them feel valued.

How can I identify the reasons customers left in the first place?

To find out why they left, conduct exit surveys or feedback forms that ask simple questions about why they left. One-on-one conversations via phone or email will give you deeper insights. Reviewing past interactions, complaints, or support tickets will show recurring issues. Monitor online reviews, social media, or forums to see what they’re saying. Ask current customers through general surveys, and you’ll find areas to improve. Analyze when and where customers disengaged (e.g., cart abandonment or reduced usage) and use CRM data to spot trends.

What are the best practices for crafting re-engagement emails?

Best practices for re-engagement emails include: using a catchy subject line that grabs attention like “We Miss You, [Name]" or "Let’s Make Things Right." Personalize the greeting by addressing them by name and thanking them for their past support. Highlight the benefits of coming back, such as exclusive offers, new features, or how you fixed the previous issues. Include a time-sensitive incentive like a discount or bonus points and keep it conversational and friendly. Make sure the email has a clear CTA like “Claim Your Discount” and is mobile-optimized. Test different subject lines and designs to see what works best.

How effective are retargeting ads in winning back customers?

Retargeting ads work very well in winning back customers when executed correctly. They target customers who have previously interacted with your brand, making the ads more relevant. Repeated exposure to your brand through retargeting keeps you top of mind and reminds them of what they’re missing. Retargeting is cost-effective, as it targets a specific audience, often resulting in a higher ROI. These ads usually have action-oriented CTAs like “Come Back for 20% Off.” Being able to tailor the message based on behavior (e.g., abandoned carts) makes them even more effective.

What types of special promotions are most likely to attract lost customers?

Special offers that will attract lost customers include exclusive discounts like “Welcome Back! 20% Off Your Next Purchase,” loyalty rewards such as bonus points or membership perks, and bundled offers where customers can get extra value by buying multiple items. Limited-time offers create urgency, such as “Come Back This Week for Free Shipping.” Free trials or samples let customers try before they buy. Buy-one-get-one deals, customized offers, and win-back coupons are also attractive. Event invitations or referral incentives can bring customers back by rewarding their return.