For many ecommerce companies, it might feel like the path to growth lies in acquiring new customers. But it’s becoming increasingly clear that it is returning shoppers that are disproportionately responsible for revenue generation. In fact, research shows that some 41% of an online store's revenue comes from just eight percent of customers.[1]
This means that it's more important than ever for online retailers and webshops to focus on building customer loyalty. Here are five key strategies to keep customers coming back for more:
- Demonstrate shared values – some 75% of consumers appreciate it when brands understand them on a personal level. Retailers must show they share their customers’ ethical priorities, such as sustainable shopping
- Give customers choice – shoppers seek a choice over how their purchase is delivered. Some favor quick deliveries. Others prefer cheaper or sustainable options
- Keep your promises – if a retailer commits to next-day delivery, the customer expects them to stick to it. Ecommerce companies must ensure they have sufficient transport capacity to deliver
- Keep in touch – relevant communication helps a shopper stay up to date on the status of their delivery. It helps build trust. When the communication reflects the retailer’s look and feel, it serves as an opportunity to build the brand at a time when customers are most engaged
- Make returns easy – shoppers find it hard to trust an online retailer when the returns process isn’t clear. Presenting customers with a clear and easy means of sending items back helps create good faith between shopper and vendor.
To strengthen ties of loyalty, it’s important to get the customer experience right at every stage of the delivery journey. It’s often what happens in the hours and days after the customer hits the buy button that will determine whether they will come back in future.
nShift enables online retailers and webshops to take control of their delivery management and build an end-to-end experience from checkout to returns. Our platform:
- Creates access to over 1000 ready-made carrier connections
- Makes different delivery options easy to display and badge at checkout.
- Gives retailers the ability to distribute branded communication through the social channels that are relevant to today’s consumers
- Facilitates a clear, straightforward and easy-to-use returns process.
[1] https://blog.smile.io/repeat-customers-profitable/
