Returning customers spend more than new and one-time customers. If someone who has bought from you buys again, you can usually count on them to buy a third time.
But how do you get loyal customers?
Create offers for returning customers. Don’t just advertise discounts for “new customers”; promotions for repeat customers may be even more profitable. This may mean a seasonal discount, special return offer or sales event for returning customers. Repeating customers can soon make up the majority of your earnings: it’s extremely important to show them that you appreciate them. In the case of a satisfied repeating customer, the price plays a secondary role.
A webshop should be earning money, don’t waste its potential by not utilizing acquired customers once.
Reward loyal customers with a VIP loyalty program so they know you care about their business and will reward them for staying with you. Configuring an email marketing system in combination with personalized account pages will provide not only valuable customer data but also a range of benefits from registering as a VIP member.
Some ideas to consider include birthday discounts, exclusive first information on new products.
Improve product suggestions by tracking purchases and analyzing data. Your search recommendations should be more targeted at customers who have made multiple purchases and frequently visit your site. This will make returning customers more likely to make additional purchases, as you’re adapting their browsing to their tastes and preferences.
Ask for honest customer opinions if your customers show signs of indifference to your offer. Ask what could have been done better or the reason why they removed your store from their shopping list. Surveys and even emails can be important contact points for these customers and may lead them back to your webshop when you show that you really care about their opinion. Showing changes after complaints is also crucial, otherwise customers will feel like screaming into a void.
Retaining customers is often neglected by small e-commerce companies, but it’s the customers you retain who make your company successful. Following these suggestions, you’ll start seeing an increase in customer numbers rather than stagnation.
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