From First Purchase to Lifetime Loyalty: Strategies for eCommerce Retention
Boosting average order values, increasing conversion rates and reducing abandoned shopping carts are all carefully monitored by eCommerce businesses. But one crucial metric that rarely gets a lot of attention is the customer retention rate.
The goal of every eCommerce business is to grow and thrive. So, it makes sense to make attracting new customers and increasing the value of each transaction a priority. But retaining existing eCommerce customers is equally, if not more, important. When a customer has made a purchase already, the most difficult task is complete. That first sale is always the hardest to achieve. Targeting potential customers only offers around a 13% success rate. Target an existing customer, and the chances of making a sale increase to 60% – 70%. So, how can customer retention rates be improved? How can the lifetime value of each customer be increased? Let’s look at how this can be achieved…
Offer a Choice of Delivery Options
A smooth delivery service is a sure-fire way to guarantee repeat purchases from your customers. Offering the flexibility of a choice of checkout delivery options is an effective way to encourage increased spending and boost customer loyalty. For your customer, this means they feel in control of their delivery options. For your business, this means more sales and fewer abandoned carts.
Make Returns Hassle-Free
If you want customers to shop with you repeatedly, returns should be as simple as possible. One in five customers have abandoned purchases because they didn’t like the returns process. For fashion eCommerce shipping, a simple returns process is especially crucial. Customers will likely order multiple items to try on, decide what to keep and then return the rest.
Choosing returns management software with a simplified global returns process means you can offer your customers fast and hassle-free returns.
Provide a Personalised Customer Experience
Personalisation is a recent addition to the marketing toolkit, but a crucial one. Customers are increasingly seeking more personalised experiences that that align with their individual needs. You can meet these needs by sending personalised emails featuring offers, priority access to sales, and even free shipping on certain products, based on the customer’s past purchases.
Introducing personalisation to the delivery experience is also possible. Tailoring delivery options based on the customer’s past delivery choices, and offering click and collect points close to their address add to this personalised experience.
Customer Retention Starts with the Right Shipping Partner
Focusing on customer retention should always be a top priority in eCommerce. Meeting and then exceeding expectations is key to building loyalty. Actively removing potential pain points and streamlining the customer experience is vital. With help from the best multi-carrier shipping software, you can transform your eCommerce delivery and returns processes, and offer every customer a seamless, positive experience.
