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4 Quick Ways to Retain Customers for Your Ecommerce Business

When it comes to growing your business, you’d look for ways to reach new customers. But here’s the thing: retaining existing customers is just as important. 

Loyal customers can do wonders for your business. Not only are they your biggest fans, but they also help to support your business in the long haul. 

In this article, we’ll be uncovering the benefits of retaining loyal customers and some tips on how to connect with them online.

Why is it important to retain loyal customers for your ecommerce business?

1. It’s cheaper to retain customers

Retaining loyal customers is crucial, especially in terms of your overall cost. In fact, it’s 5 times cheaper to retain a customer than it is to acquire a new one.

The reason is simple. Repeat customers already know who you are, and the awesome products you have in your store. There’s no need to put out more ads to get on the radar of existing customers. 

First-time customers, on the other hand, need to be convinced. One ad isn’t nearly enough to convince new customers to come on board. You’ll need an average of 7 interactions with them before they make a purchase.

2. Loyal customers are your best marketers

Never underestimate the power of word of mouth. After all, your brand’s image isn’t just what you say about yourself. It’s what others talk about when you’re not in the room. 

Loyal customers love your brand. They’d go out of their way to introduce your products to their friends and family. These testimonials can do wonders for your brand image and help you reach new customers without ad spend.

How to connect with your customers online

1. Create catchy email subject lines

Building a relationship with your customers needs to be intentional. It needs to be tailored, and it needs to meet their specific needs.

That’s why email marketing is so powerful. It’s a great way to connect with your customers directly, and you’ll get to send them content that’s specific to their consumer journey. 

Here are some examples of great email marketing strategies:

  1. Give first time customers a unique discount code for their next order
  2. Send discount codes for customers on their birthday month 
  3. Remind customers that an item they have in their shopping cart is running low in stock

Having a personalized message is crucial. Greet your customers by name and come up with a catchy email subject line like “Did you forget to check out?”

You can choose to send emails manually but we’d recommend you use email marketing tools. These tools can help you segment your audience and create automated emails which can take a huge burden off your back.

MailChimp, MailerLite, Customer.io are some great tools to consider. If you’ve built your website with Cococart, you can also email your customers through our in-built feature and create more brand awareness by including your brand logo in all your emails.

2. Post regularly and create conversations with customers on social media 

Since most of us enjoy scrolling through social media in our downtime, social media marketing is a great tool to connect with your customers. It keeps your brand top-of-the-mind and serves as a great way to create conversations.

Besides sharing about new products, you can also make use of Insta Stories’ polls to get feedback on your products. This makes customers feel valued and allows them to interact with your brand in a fun and engaging way.

More tips:

The Ultimate Guide to Grow Your Home Business on Instagram

Work with Influencers with No Budget: A Complete Small Business Guide

3 Ways to Improve Instagram Presence for Your Home Business

3. Actively seek out feedback

Made a sale online? That’s great! But don’t let it end there. Continue the conversation with your customers by setting up an online feedback form for them to fill up.

Customers like to know that their experience is valued. Let them know that you’re committed to improving their experience with your brand and that you’re open to feedback!

How to get feedback from customers:

  1. Create a feedback form on Google or Typeform
  2. Fill in the fields with information you’d like to know about your customers’ feedback
  3. Limit the questions and keep it short – try not to exceed 5 questions
  4. Send your customers the URL of your form or create a QR code and attach it to your order

4. Create a reward system for loyal customers

Rewarding loyal customers with special offers and discount codes definitely helps you retain them in the long run. It helps you build a relationship with them and gives them a reason to encourage others to buy from you.

Besides discount codes, you can also give loyal customers first dips to try new unreleased samples. Take this opportunity to learn about their tastes and preferences, and show that you care about their needs.

Or consider creating a loyalty program.

Loyalty cards give customers a great reason to keep coming back. Reward loyal customers with a free gift on their 5th order or a 1-for-1 deal on their 10th order.

Related:

What is Average Order Value, and Why Should Your Small Business Care?

Create a professional online storefront 

With so much on your plate, keeping track of your customers can be challenging. That’s why it’s important to use the right tools to help you streamline your business. 

Cococart is designed to help businesses connect with their customers online. Give your e-commerce business a professional online presence and start keeping track of your most loyal customers right away.

Read next:

Struggling to Grow Your Home Business? Food Photographers Might Be the Answer

The 5 Kinds of Customers You’ll Meet in Your Home Business (and How to Best Handle Them)

FAQ

Is retaining customers online difficult?

It's easier than you think! Customers who love your products can easily remember your brand name. Make an impression by creating a memorable brand that sticks!

How do I keep track of loyal customers?

With Cococart, you can easily track repeat customers through their order IDs. Suppose a customer named Sarah bought from your store 3 different times, her Order ID would be SAR03. You'll want to forge a closer relationship with repeat customers and keep them in your radar.

Is it easier to retain customers in a marketplace or my own ecommerce website?

Generally speaking, ecommerce websites let you build your brand and make an impression with your customers. When they visit your online store, they're not looking at competitor products. Read this article to learn more about the pros and cons of marketplaces (Lazada, Shopee, Carousell, Amazon) and ecommerce websites.

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