Surviving in the e-commerce industry is not that easy. Customers are always bombarded with amazing adverts trying to convince them to jump ship to another brand, and without a strong customer retention strategy, it just might work. Well, the good news is, if you’ve already convinced a customer to buy once, all you have to do next is give them some sort of incentives to stay, and that’s why we’ve put together 5 powerful customer retention strategies that almost always work.
Customer Retention Strategies for E-commerce
1. Surprise Gifts and Discounts
Customers love to feel appreciated. One way you can show your customers that you appreciate them is by using surprise gifts and discounts. You can offer them a discount on products they frequently purchase, along with a short and sweet message telling them why they are receiving the surprise.
Another way to do this is to make a VIP list for your repeat customers and send them VIP only discounts. This is great for customers because they get a discount, they will feel appreciated, and like they are part of a special club – which they are!
It doesn’t always have to be a discount either, you can send your customers gifts too. For example, you can send them a card on their birthday, and maybe include a voucher for your store.
2. Provide Excellent Customer Service
This one may seem a little obvious at first, but you need to consider what a company considers excellent customer service doesn’t always match up with what the customer thinks is excellent customer service. In fact, around 75% of brands believe they are customer-centric, but only 30% of customers believe the same. A 2017 study found that 8 out of 10 customers are so frustrated by this that they’re actually willing to pay more to have a better experience.
Here are a couple of ways you can boost your customer service to the next level:
- Provide a cohesive and consistent experience – a customer should always feel like they’re getting the same care and attention whether you’re talking to them on the phone, via email, or on a live messaging service.
- Provide multiple contact channels to accommodate a range of communication preferences.
- Route the right agents to the right customers by assessing the customer’s needs and assigning the agent most skilled in that area.
3. Customer Surveys
Send your customers a quick online survey to complete to gain a better insight into what’s working, and what isn’t. You’ll never please every customer on every issue, but surveys can help you identify patterns that you’ve missed. A good survey should have a mixture of multiple-choice questions and free text answer fields to allow the customer to express their opinions more thoroughly where needed. Design a strategy for when you’re going to send out a survey – will it be every six months, or once a year?
4. Keep Customers Informed
Make customers feel a part of your wider team by keeping them up to date on new developments such as new product lines, new partnerships, or exciting milestones for the company. You can do this through a monthly newsletter over email.
5. Be Personal
You’re collecting lots of data on your customers, so use this data to improve their experience. Before reaching out to a customer you should know how they like to be contacted, what they have bought previously, and what previous interactions looked like. Customers don’t want to feel like just another number, and they will become frustrated if they have to repeat the same information over and over. By offering a personalized experience they will feel like a part of your team and associate your company with a smooth and easy experience.