Returning ecommerce customers drive revenue growth

nShift releases list of five strategies to build customer loyalty

Repeat customers spend more money with the retailer and recommend the vendor to friends. nShift, the global leader in parcel delivery management software, has released a list of five strategies to help online brands, retailers and webshops build customer loyalty.

While previous marketing efforts have tended to focus on acquiring new customers, ecommerce companies are waking up to the power of customer loyalty. Research shows that some 41% of an online store’s revenue comes from just eight percent of customers.[1] It is those that shop regularly with a retailer or webshop that splash the most cash.

Encouraging repeat purchase is crucial to growing revenue. Experts at nShift have created a list of five strategies to build customer loyalty:

1. 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 products and low (or zero) emissions deliveries
2. Give customers choice – shoppers seek a choice over how their purchase is delivered. Some favor quick deliveries. Others prefer cheaper or sustainable options
3. 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
4. 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
5. Make returns easy – a slick returns experience drives customer retention. Presenting customers with a clear and easy means of sending items back helps create good faith between shopper and vendor.

Sean Sherwin-Smith, Product Director, Post Purchase at nShift said, “It’s crucial to keep shoppers coming back for more. As loyalty toward the retailer grows, customers will be prepared to part with more cash. They become ambassadors for the brand by recommending the vendor to friends and family.

“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 the 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. The platform:

• Offers 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.

www.nshift.com

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[1] https://blog.smile.io/repeat-customers-profitable/