In this highly competitive online market, eCommerce businesses have to fight hard to survive and expand.
There are a number of strategies that can put your business on the map, but one of the most cost-beneficial strategies is to focus on retaining your existing customers. It costs five times more to acquire a new customer than to retain an existing one.
That is why it’s essential for eCommerce businesses to understand their customers’ needs and offer them the kind of products that they are interested in. With effective personalization, businesses can achieve customer retention goals effectively.
There are a number of strategies you can use to keep your customers coming back for more, and we’ve rounded up 10 of the most effective eCommerce Customer Retention Strategies below.
What are the benefits of eCommerce customer retention strategies?
eCommerce customer retention strategies can have a number of benefits for your business, including:
- Increased Revenue – Retaining just 5% more of your customers can increase your profits by up to 95%!
- Reduced Costs – It costs 6-7 times more to acquire a new customer than it does to keep an existing one.
- Improved Customer Lifetime Value – The longer your customers stay with you, the more they’re likely to spend.
- Greater Engagement and Loyalty – Retained customers are more engaged and loyal to your brand, which can lead to further word-of-mouth marketing for your business.
What are the Best eCommerce Customer Retention Strategies?
1. Incentivize Returning Customers.
There are a number of ways you can incentivize customers to return to your store.
One popular method is to offer a discount to customers that make a purchase within a certain time frame after their last purchase. This encourages customers to come back to your store more often so they can take advantage of the discount.
You can also offer loyalty programs or rewards programs that give customers points for every purchase they make. These points can then be redeemed for discounts or free products.
2. Make it Easy for Customers to Find What They’re Looking For.
If customers can’t find what they’re looking for on your website, they’re likely to leave and go to a competitor’s site.
Make sure your site is easy to navigate and search engine optimized so customers can find what they need without any hassle. You can also include a search bar on your website and make it easy for customers to filter products by price, category, or other criteria.
3. Make it Easy and Rewarding for Customers to Refer Friends and Family.
Most customers are happy to refer friends and family to businesses they love, but they often don’t think to do so unless the business makes it easy and rewarding for them.
Make it a point to encourage customers to spread the word about your business, and offer them an incentive for doing so. For example, you could offer a discount on their next purchase, or enter them into a contest to win a prize. This way, not only do they get benefits but their friends and family get advantages too! This strategy is suitable if you’re selling high-value products such as cosmetics, clothes, or travel packages.
4. Ensure Your Business is Trustworthy with Great Customer Service.
Customer Satisfaction and service levels play a huge role in retaining customers. Your customer service representatives should be trained to handle any issue ranging from refunds, returns, and complaints quickly and efficiently.
Follow up with your customers after every interaction; the follow-ups can be done via phone or email depending on the nature of each transaction. If you do this, then it will become easy for your business to retain customers as they will know that you value them and their businesses immensely.
5. Customer Support through Social Media Channels.
Nowadays social media is where people go to share anything and everything about virtually anything!
You need to ensure that you respond to all queries made by customers on various social media channels such as Facebook, Twitter, etc. This is a good way to build customer relations as it shows that you’re responsive and care about their concerns.
It is also a good marketing strategy as potential customers will see how you handle unhappy customers and will be more likely to use your services if they see that you’re professional and helpful.
6. Establish an Online Community with Chats and Forums.
By offering your customers the opportunity to chat or participate in discussions on forums you are giving them the chance to talk about their experiences with your products.
It will help people who are trying out your services for the first time get the personalized information that they’re looking for. Also, this will increase trust levels among existing customers as there’s always someone else willing to answer questions even before they ask!
7. Promote Exclusive Coupons Only Available Online.
This not only makes your store more appealing but also ensures that you have less competition when it comes to selling new product lines online which can generate more traffic from buyers who wouldn’t have found you otherwise.
It can be a powerful way to increase customer loyalty and reduce shopping cart abandonment rates while still making a profit. An example of this would be to create a VIP group on social media and only offer promotional codes to members of that group.
8. Use Personalized Homepage Addresses.
Everyone loves to get personalized stuff, this is why it’s a great idea to offer your customers personalized homepages with their names on them. Not only does it look good but it will motivate your customers to talk more about your site and services too.
For example, if your customer’s name is John, you could give him the URL www.example.com/john. This way, when he talks about your site to his friends, they’ll be more likely to visit it. This is a great way to increase customer loyalty and turn one-time buyers into lifelong customers.
9. Allow Customers to Customize Their Orders.
While this may not work for all types of businesses, if you’re in the fashion business then allowing customers to customize their orders is definitely a great idea.
Customers love feeling like they’re in control, and if they can add their own personal touches to the products they’re buying, they’ll be much more likely to appreciate and remember your business.
In addition, this can also help you upsell customers on higher-priced items – for example, if they’re choosing between a plain white t-shirt and one with a custom design, they’re much more likely to go for the latter.
10. Make it Easy for Customers to Add Products to Shopping Carts.
Your customers should always be able to move smoothly from one step of shopping to the next with as little effort as possible. They should be able to add products to shopping carts easily and quickly, no matter where they are on your site.
One way to do this is to add an “Add to Cart” button on every product page. You can also make it easier for customers to find products they’re interested in by adding filters and search functionality to your site.
Introduce These Customer Retention Strategies Into Your Marketing Plan
Now that you know what customer retention is, and the 10 best ways to retain customers, it’s time to start introducing these strategies into your marketing plan.
Although some customer retention strategies will require an initial investment, the long-term benefits will far outweigh the costs. Here are a few ways to get started:
Evaluate your customer churn rate and lifetime value.
The first step is to calculate your customer churn rate and lifetime value. This will give you a clear understanding of your business’s current situation and where improvements need to be made. You can then start to introduce the retention strategies that will have the biggest impact on your business.
Identify your most valuable customers.
Once you know who your most valuable customers are, you can start to focus your retention efforts on them. This doesn’t mean that you should neglect your other customers, but it’s important to remember that not all customers are equal.
It’s also worth considering what makes your most valuable customers so valuable. This can help you to identify other potential customers who have similar characteristics.
Develop a customer loyalty program.
Customer loyalty programs are an excellent way to reward your best customers and encourage them to continue doing business with you.
There are many different types of loyalty programs, so it’s important to choose one that will work well for your business. You might want to offer discounts, points, or free products and services to customers who make frequent purchases.
Improve your customer service.
Your customer service team is one of the most important parts of your business, so it’s important to make sure that they’re providing the best possible service.
There are many ways to improve your customer service, such as training your team to handle difficult situations, offering more support options, and making it easy for customers to contact you.
By providing excellent customer service, you can encourage customers to stick with your business even when things go wrong.
Collect customer feedback.
Customer feedback is essential for understanding what your customers want and need from your business.
There are many ways to collect customer feedback, such as surveys, interviews, and focus groups. You can also use customer feedback to improve your products and services, which can help to reduce churn.
Retaining customers is crucial for the long-term success of any e-commerce business. By implementing the 10 customer retention strategies outlined in this article, you can increase customer loyalty and drive repeat purchases.
Remember to personalize your communication, provide exceptional customer service, incentivize referrals and reviews, and create a seamless shopping experience. Additionally, offering loyalty programs, exclusive promotions, and personalized recommendations can also encourage customers to return to your site.
It’s important to continuously analyze your retention efforts and make adjustments based on customer feedback and behavior. By prioritizing customer retention, you can create a loyal customer base that not only drives sales but also serves as a brand advocate. With a focus on building lasting relationships with your customers, your e-commerce business can thrive in a competitive marketplace.
In case you have any questions, feel free to ask me anything either here or at my personal email address which you can find here! I’ll be more than happy to help out!