eCommerce Customer Retention: Best Strategies

Keeping old customers instead of finding new ones has proven to be quite profitable.

A retention rate of 5% could increase your profits by 25% to 95%.

So, having loyal customers does pay off!

Let's have a look at how you can get them.

Customer retention is the ability of a company to keep its customers over time.

Retaining a customer means that you've successfully convinced the customer to keep buying and doing business with you.

A high retention rate shows that customers are loyal and consistently choose your products or services.

Retaining customers through exceptional service is crucial for any business.

Loyal customers significantly boost business success and are less likely to switch to competitors.

• 89% of customers will switch to a competitor after a bad experience.

• 96% of customers worldwide agree that customer service is crucial for brand loyalty.

• Loyal customers account for 65% of a company's business.

• 91% of customers are more likely to buy from a brand they already know.

• 89% of companies will compete primarily on customer experience to retain customers

Suffice it to say customer loyalty and retention can do wonders for your business, and they definitely are worth the try!

Create a superior customer experience

User engagement and customer satisfaction increase when customers have a great experience.

Always be honest—promise only what you can deliver and inform customers if something is unavailable.

You can go on to enhance the customer experience with simple, appealing designs, handwritten notes, and free shipping for orders over a certain amount.

These personal touches improve relationships, especially with personalized messages after purchases.

Auto-renewal is a must

Auto-renewal simplifies continued business and ensures uninterrupted service.

• Ensure the auto-renewal process is quick and easy.

• Emphasize that auto-renewal prevents business interruptions.

• Offer long-term options with better rates to encourage retention.

• Provide bigger referral bonuses to motivate customers to refer others

Prioritize customer service

When customers experience your support, they feel part of the community, making them more likely to choose your brand.

Automated messages on your site are essential.

Phone calls can be productive for checking in and offering help.

Personalized emails encourage customers to share their experiences and recommendations, potentially leading to positive online reviews.

For non-tech-savvy customers, always offer understandable solutions in a friendly, non-condescending tone.

Solve problems that haven't been recognized yet

Besides your main products and services, offer additional solutions to help customers.

Provide services that address overlooked issues, like site maintenance, marketing strategy expertise, service updates, backups, and new security features.

You can also handle some tasks for customers by partnering with third parties, such as printing ads or providing promotional materials.

This positions you as a problem-solver and expands your network through collaborations with other companies.

Have a shipment tracking option

This boosts your credibility and builds customer trust, which is essential for loyalty.

Offering shipment tracking reassures customers that you will deliver as promised.

With over 24% of customers likely to return to a business offering tracking, this option can greatly benefit you.

Create a seamless omnichannel experience

Customers expect consistency across all touchpoints, whether they're browsing your website, using your mobile app, or visiting your physical store.

• Integrate online and offline experiences: Ensure that customers can seamlessly switch between different channels without any disruption.

• Consistent branding and messaging: Maintain uniformity in your brand's look, feel, and tone across all platforms.

• Unified customer profiles: Use technology to keep track of customer interactions and preferences across all channels to personalize their experience effectively.

Provide gift cards

Offering gift cards provides a solution for future needs, such as birthdays or personal purchases.

Around 59% of customers spend more than the gift card's value, leading to extra sales.

This approach not only solves a common problem but also attracts new business from gift card recipients.

Utilize data analytics

Leverage data to understand customer behavior and preferences, which can help tailor your offerings and improve satisfaction.

• Group your customers based on their purchasing behavior, preferences, and demographics to deliver targeted marketing campaigns.

• Use historical data to predict future trends and customer needs, allowing you to proactively address them.

• Utilize data-driven insights to offer personalized product recommendations, increasing the likelihood of repeat purchases.

Offer loyalty programs

Most loyalty programs offer purchase points that can be redeemed for discounts or other products — the more customers buy, the greater the discounts they receive.

Loyalty programs encourage repeat business and customer referrals.

Customers are more likely to try your business if referred by someone else and if they receive bonuses for their continued patronage.

Engage through social media

Social media is a powerful tool for building a community and engaging with your customers on a personal level.

• Regularly post engaging content, respond to comments, and address customer queries promptly.

• Run exclusive promotions and contests to keep your audience engaged and incentivize them to return.

• Collaborate with influencers to reach a broader audience and build credibility through trusted voices in your industry.

Ensure customers know you offer dedicated support, even when you're unavailable.

For example, if you partner with Verpex, you can extend their customer service to your customers.

If a customer has trouble with a domain transfer and you can't help, you can refer them to Verpex, ensuring they always have support and solutions for potential issues.

Verpex's retention strategies include free backups, migrations, and SSL, addressing issues customers might overlook when choosing a provider.

We also offer 24/7 support via Live Chat, support tickets, and phone support for the UK and US.

These are great features that go a long way in getting customers to stay with Verpex.

Understanding and tracking customer retention metrics is essential for assessing the effectiveness of your retention strategies and identifying areas for improvement.

Here’s a breakdown of key metrics to measure and analyze:

Effective cross-selling and upselling strategies are pivotal in not only increasing the average order value but also in enhancing customer retention.

Here's how to effectively implement these techniques:

Identify complementary products

Analyze purchasing patterns to offer relevant products that complement what the customer has already bought. This increases the perceived value of their purchase.

Segment your customers

Use customer data to segment your audience based on their buying behavior and preferences. Tailored product suggestions can lead to higher conversion rates.

Time your offers strategically

Present upsell or cross-sell offers at points when the customer is most likely to be receptive, such as during checkout or immediately after a purchase.

Create bundles

Package related products together at a slightly lower price than if purchased separately.

Bundles are attractive because they offer a convenient and cost-effective solution for customers.

Leverage customer reviews

Showcase positive reviews of additional products at the point of sale to build trust and encourage purchases.

Offer upgrade

Highlight the benefits of premium versions of products the customer is already interested in. Stress improvements in quality, features, or longevity.

Use loyalty programs

Encourage repeat purchases by linking upsell and cross-sell opportunities to points or rewards within your loyalty program.

Prioritizing customer retention is crucial if you want to fully realize the potential of your company.

By implementing comprehensive strategies, you can ensure that your customers remain loyal and engaged.

This loyalty translates into a significant boost in profits, turning your business into a thriving, money-making machine.

Don't wait any longer; take action now and reap the rewards of a dedicated customer base.