Repeat customers are one of the most important factors in a company’s success — after all, it takes more than a single purchase to build a thriving business.
With consumers constantly comparing prices and purchasing from different brands, the modern market is a challenging battleground for businesses. However, it shouldn't be seen as discouraging: rather, it's an opportunity to convince your customer that they've made the right choice with your product or service.
To stay competitive in the online marketplace, brands need to deliver more than high-quality products and flawless service to keep customers coming back — they need a creative approach to customer retention. While deploying email marketing options is one approach for customer engagement, it's also good practice to show them special offers, discounts, and freebies on your website. All of this goes a long way towards giving consumers the incentive they need to stay loyal.
Customer retention begins by understanding the customer lifecycle and assembling a strategy to ensure that all objectives are met — from recruitment and new customer acquisition, to building brand loyalty and increasing sales. Feeling overwhelmed? Don’t be! Below, we’ve outlined the best customer retention ideas for you to consider.
- Get to know your customer base
The best way to figure out what customers are thinking is for you to hear directly from them - and the most hassle-free way of collecting feedback is by using an in-e-commerce survey. Using a survey tool can be a valuable resource for both businesses and shoppers. It can provide you with a more accurate gauge on your products while boosting customer service and making your e-commerce more professional, trustworthy, and informative.
A well-designed survey not only provides detailed answers but also gives enough space for customers to clarify their answers or discuss additional issues that might be crucial for future product improvements.
- Surprise repeat customers with discounts and gifts
Shoppers like to feel appreciated. One way you can make them feel special is by offering discounts and coupons, with messages of gratitude from the customer service team. These coupons should be for products that shoppers frequently purchase, and they should be specially tailored for each recipient.
The easiest way to start is by offering discounts automatically to your customers every time they place a new order — for instance, offering 5% off if the shopper adds 5 items to his cart, or 30% off when the item is purchased within 24 hours.
- Keep your customers in the loop
Make your customers feel like part of the family through regular updates, promotions on new product lines, or even collaborations with other brands that they may enjoy. Monthly newsletters are an easy way to accomplish this, and they don't have to be a hassle to create — you can use templates or simply copy the text from the previous month's newsletter and make some minor edits to it.
The best thing about this model of communication is that it allows you to establish direct connections with all of your customers, especially if they sign up for it on their own volition. With an opt-in system, your company gains the trust of more and more buyers as time goes by — allowing you to build a loyal fan base that will stay loyal.
- Ensure a seamless onboarding process
After purchase, onboarding is key for ensuring that customers stay as loyal as possible to your brand. Use relevant and simple emails to introduce them to your product, explain how it works, and provide a quick tutorial on how to set it up if necessary. It’s important that you don’t overwhelm them with information — just give them the basics they need, in an easily digestible format.
Further down the line, you can also send out a welcome email detailing company contact information (such as an address or phone number) and instructions for how to reach customer support.
- Don’t be afraid to get personal
In the age of big data, it's never been easier to collect customer information and turn it into meaningful data that provides real insight into a business' customers. Customer insights that are actionable can be used for everything from understanding who customers are to what they like and dislike about your site, which leads to more personal interactions and greater conversions.
There are many ways to connect with your customers and keep them coming back — but which ones will you choose? Always put the customer first and understand how they want to shop, then tailor your messaging according to their wishes. Remember that every strategy won’t work for every business, but if you have your customer in mind, they’ll buy from you time and time again.
Keen to put these ideas into action and see your business bloom? You could try to do it all yourself… or you can contact the team at Randgo to take care of it for you! A customized loyalty solution will seamlessly combine the points above and encourage customers to become lifelong fans of your brand. Contact the Randgo team to get started today!