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What do you do to keep customers coming back to your e-commerce shop (retention marketing)?

Discussion in 'eCommerce' started by Sandy Hathaway, Apr 22, 2013.

  1. #1
    There is a lot of information out there showing that repeat customers are the best factor in growing an online shop on the top- and bottom-lines, meaning: profitably.
    SEMrush
    We are wondering what online shop owners and managers are currently doing in the area of retention marketing, and how well it is working?
     
    Last edited: Apr 22, 2013
    Sandy Hathaway, Apr 22, 2013 IP
    SEMrush
  2. ChrisMono

    ChrisMono Active Member

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    #2
    quite simple really. Make sure you do everything you say you will do on the tin. Make the customers experience seamless and smooth. Answer any enquiries or resolve any problems within 24 hours. Dispatch orders within 24 hours using an expedited service.

    Remember, we are competing against Amazon now. They have set the bar. We must provide a service that at least equals Amazons.
     
    ChrisMono, Apr 22, 2013 IP
  3. Sandy Hathaway

    Sandy Hathaway Peon

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    #3

    Thanks for your answer ChrisMono. These are good examples of delivering excellent service. But how do you track the development of a customer's loyalty? How do you market your products to them when you are not actively providing a service around a specific order?
     
    Sandy Hathaway, Apr 22, 2013 IP
  4. ChrisMono

    ChrisMono Active Member

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    #4


    Your ecommerce software should be able to show your customer database. Then you can view things like your best customers, order history etc.

    marketing your products to your customer database is easy - email marketing!
     
    ChrisMono, Apr 22, 2013 IP
  5. Nigel Lew

    Nigel Lew Notable Member

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    #5
    I typically have loads of stuff running like rewards points, coupons and a range of other marketing features that make the experience much easier across the board.

    Nigel
     
    Nigel Lew, Apr 22, 2013 IP
  6. ronrule

    ronrule Active Member

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    #6
    Gift Cards. Not coupons.

    There's a psychological difference between gift cards and coupons. A coupon is a mechanism for saving money, while a gift card is money. Give someone a coupon and they discard it or shelve it for later and forget about it unless they already intend to make another purchase.

    But give them a gift card, and they will drop what they're doing and come back to your site and look for something to spend it on.
     
    ronrule, Apr 22, 2013 IP
  7. Markwebuk

    Markwebuk Well-Known Member

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    #7
    Customer retention is a wide concept wherein large organisations invest alot and have specialised departments for that reason. Though the crux of this is 'Customer Satisfaction', if you are able to keep a customer happy, there are chances that s/he would return and may pass a positive word about your store to others.
    So, if you build your strategy around this, I'm sure you'd be able to fetch good success for yourself.
     
    Markwebuk, Apr 23, 2013 IP
  8. scubadive

    scubadive Peon

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    #8
    We've just installed Sweet Tooth Extension on one of our client's websites (running Magento). Basically it is loyalty program and users get points that they can use later on the website. They receive points for sharing, liking, tweeting, inviting a friend, writing a review etc. It's fun and sometimes can be very addictive.
     
    scubadive, Apr 23, 2013 IP
  9. maneetpuri

    maneetpuri Active Member

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    #9
    Websites like EBay and Amazon have a huge fan following and loyal client base, which is why competing with them will require you to match their service quality. The thing that they do is no rocket science. Ecommerce is all about shopping at your doorsteps, so, try to make shopping for your clients as simple and pleasant as possible. Empathize with them!
    If you are dealing in any specific services then, work on how a client views your services online. The answer to this will assist you with your query.
     
    maneetpuri, Apr 23, 2013 IP
  10. Damola

    Damola Active Member

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    #10
    Find attached my thoughts retention marketing.jpg
     
    Damola, Apr 28, 2013 IP
  11. SocialShopWave

    SocialShopWave Peon

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    #11
    Recommend to check social shopping site - Shopcade. I can't say that it is perfectly implemented, but it works.
     
    SocialShopWave, Apr 30, 2013 IP
  12. Dzign Studios

    Dzign Studios Greenhorn

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    #12
    The best way to keep them coming is being in touch via Social networking site. Today every business should hold a facebook page to be in touch with clients or interested potential clients so that you can keep posting on your wall and they be in touch. This really works well for any size of stores. Even big companies are using this methods nowadays.
     
    Dzign Studios, May 3, 2013 IP
  13. Markwebuk

    Markwebuk Well-Known Member

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    #13
    Absolutely, many online businesses fail to understand and think from a customers perspective. For a company a product that they offer might be the best, but it's more important that the consumers feel that way too. It's only then it'd be appropriate to term one of the products to be the best.
     
    Markwebuk, May 8, 2013 IP
  14. Arema Connect

    Arema Connect Greenhorn

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    #14
    If you content is good and fresh, you need to discover why are they not coming back. It may be for a navigation problem or a trust issue. It can be solved with customer care. Check this whitepaper for info about customer care online: http://www.callmanagement.ie/landing/whitepaperecommerce/
     
    Arema Connect, May 10, 2013 IP
  15. Lavonta

    Lavonta Active Member

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    #15
    I have a few customers that keep coming back to my online shop. At first, these people would negotiate if they could get a better price when they buy more. When this happens, try to be more flexible! One of these customers actually shop at my store more often than others, and he always buys a lot when he comes. There was one time that both of us miscalculated the price, and he found out later. I apologized and gave him a free product to show my sincerity. This type of customer is the one that you want to keep, and you won't know who is the one!
     
    Lavonta, May 10, 2013 IP
  16. Sabrina_Gage

    Sabrina_Gage Member

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    #16
    quote
    Your ecommerce software should be able to show your customer database. Then you can view things like your best customers, order history etc.

    marketing your products to your customer database is easy - email marketing!


    I agree with you. To develop the successful retention marketing for your email marketing platform, you'll need to evaluate your in-house data, available industry data, and even potentially customer service data. Then you'll need to map out a plan and test a variety of offers, messages, and techniques to incentivize customers to continue, resume, or come back to purchasing with you. This article share detailed information about how to do retention program via email marketing. http://emailmarketing.comm100.com/email-marketing-ebook/win-back-customers.aspx
     
    Sabrina_Gage, Jun 4, 2013 IP