5 Tips for Retaining Customers for Longer

Are you looking for new strategies to make your customers stickier?

While the ecommerce landscape continues to grow and households are buying online more often than they have ever before, fewer new shoppers are entering the market. This has changed the strategies for many stores from focusing purely on acquiring new buyers to retaining customers for longer.

There are several benefits for online stores to create a customer retention strategy. It's a lot more cost-effective than attracting new shoppers, can often lead to additional referrals, and, most importantly, they're profitable.

So how do you go about retaining customers? If you're not sure where to start, try some of these tips to keep people coming back for more.

1. Prioritise Customer Service

One of the easiest ways to retain more shoppers is by making customer service a priority. It's not just about listening to the complaints of buyers who have had a negative experience and making the necessary adjustments. You should also be thanking those who have left you testimonials and shared your social media posts.

You should also set an expectation of when customers can expect a response from you if they send you an email. If they know it's going to take three to five days for you to get back to them, they will be much more forgiving than waiting and wondering if you've received their message in the first place.

2. Personalise Your Campaigns

Personalisation is becoming an effective strategy for retaining customers. It helps build a connection and relationship with your buyers. There are several techniques for providing a personal experience. It might be making recommendations based on previously purchased products or displaying targeted marketing messages relevant to that individual.

One of the easiest ways to implement personalisation is using the customer's name on email campaigns. It can lead to higher open and click rates. There is also research that demonstrates it leads to an average 20% increase in sales for online stores.

3. Create a Referral Program

Your loyal customers are already likely talking about the amazing experiences they are having on your ecommerce store. However, if you were to implement a referral program, they may be more inclined to tell even more of their friends and family members about your products and services.

You can offer discounts on their next purchase or rewards such as free shipping for every new customer introduced to your store. Another idea is to pass the benefit on to the friend or family member. For example, your loyal customer receives a $25 credit to your store they can give to someone they know.

4. Send VIP Promotions

Everyone wants to feel like a VIP. One way you can make your customers feel important is by providing promotions that are exclusive to them. You can give them a code or coupon that only works for returning shoppers.

You can improve your chances of retaining customers for longer by using this strategy during peak sales periods. Provide your shoppers with a pre-sale to Black Friday or EOFY sales. You don't need to offer additional discounts or benefits. You're simply providing early access to loyal buyers.

5. Deliver on Your Promises

One of the most essential factors in retaining customers is the delivery experience. While the speed of getting the product into their hands is vital, knowing when the parcel will arrive is more important to most people. They can plan when they'll be home and avoid having to take a card to the courier company.

It's easier than ever to keep customers up to date with their parcel delivery with the Interparcel Branded Tracking Portal. You can provide customised tracking notifications to match your brand and even include exclusive offers to encourage them to buy from you again and stay a loyal customer.

How Your Shipping Solution Can Help with Retaining Customers

With fewer new shoppers in the market and third-party cookie changes coming into effect, more online stores are changing strategies and increasing their focus on retaining customers. While discounts and vouchers can entice buyers to return, it's vital that you provide an outstanding delivery experience first.

The Interparcel Shipping Manager makes shipping easy and uncomplicated. Once you import your orders from your ecommerce platforms with a couple of clicks, you have access to multiple couriers, exclusively negotiated rates, and customisable tracking notifications all in one convenient location. We even have highly experienced customer service experts on standby to discuss your unique needs.

Head over to this page to find out more about how the Interparcel Shipping Manager can help you retain more customers longer.