How do you build customer loyalty for online business?

[Maxgeni]

Hey guys! We all know that customer retention is key to sustaining a thriving online business. What are your top tips for building customer loyalty and keeping them coming back for more?

[PageFly-Kate]

Hi @Maxgeni, this is Kate from the PageFly Shopify Builder team.

Absolutely, one of our primary goals is to keep customers coming back to your store and to nurture them into loyal patrons. They already know, and may like, and trust your brand. As a CRO and Marketing senior, I'd like to offer some strategies for you to consider as you begin brainstorming. 

1. Define your ideal customer 

• It's crucial to address the following:
• Who is most likely to return and make repeat purchases at your store?
• Which product(s) have the highest rate of customer retention?
• What are your specific goals? (For example, aiming to boost the retention rate from 10% to 20% within 4 weeks.)

• How to make it easier:  Consolidate all your customer data onto a single platform. This makes it easier to categorize and manage your customers, spanning from inventory management systems to your email marketing platform. 

2. Improve customer support

• Resolve customer issues in real-time. Utilize the built-in, complimentary Shopify Inbox app to your advantage. 
• Establish a direct line to your business: Boost your store's credibility and enable customers to contact you instantly for urgent support.
• Provide ready-made responses: Address common queries effectively, especially concerning billing, order processing, shipping, returns, exchanges, and customer accounts.
• Transform complaints into positive outcomes: Inevitably, issues arise during the customer journey — delayed shipments, damaged products, or incorrect items. Take responsibility for these mishaps (regardless of fault) and convert dissatisfied customers into loyal ones with exceptional customer service.

3. Surprise and delight loyal customers 😉 

• Offer competitive pricing. Consider offering personalized discounts to customers who have previously made purchases.
• Thoughtful extras. Small gestures, like a free gift or a handwritten thank-you note, can significantly impact customer satisfaction. These unexpected tokens of appreciation go a long way in making your customers feel valued and cherished.

4. Gather feedback

• Utilize tools like online surveys, customer satisfaction surveys, and Net Promoter Score (NPS) surveys to gather insights.
• Maintain engagement: Keep in touch with your customers and genuinely, organically inquire about their experiences with your products.

5. Create a customer loyalty program 

• Enable personal accounts to your store. Allow customers to create personal accounts in your store, fostering a sense of individual space. This not only benefits the customers but also aids you in tracking and connecting with them effectively. 

• Offer rewards and incentives to (loyal) customers. Offer special rewards to (loyal) customers, such as discounts, exclusive offers, and additional perks that demonstrate their value and appreciation. Consider rewarding those who refer new customers to your business as well.

6. Create an email strategy

• Engage customers with targeted emails: Regular, meaningful email communication can significantly bolster customer retention.

• Promotional offers: Classic strategies like discount codes are still effective for retention marketing, especially when used thoughtfully.

• Schedule emails around repeat order dates: Avoid recommending products immediately after purchase. Analyze customer purchase data to identify patterns in repeat purchases, and time your emails accordingly.

• Examples for you:

• 4.5 months post-purchase: Send educational content related to the products they've bought.
• 5 months post-purchase: Present upsell offers.
• 6 months post-purchase: Cross-sell other products that complement their previous purchases.
• 6.5 months post-purchase: Introduce your subscription boxes, featuring smaller versions of new products.
• 7 months post-purchase: Make a final sales push with a discount code for a product they previously purchased. 

7. Shopify tools suggest: 

• Shopify Flow: Design custom workflows to re-engage customers using their past actions and purchase data.
• Yotpo: Transform first-time buyers into loyal customers with an ecommerce marketing platform that integrates with Shopify. Manage SMS campaigns, loyalty programs, and personalized email campaigns.
• Klaviyo: Create automated email campaigns using sales data. Leveraging predictive analytics, Klaviyo helps you re-engage customers at risk of churning.
• Smile: Develop a tiered loyalty program to encourage customer retention. Integrate with Shopify apps to offer rewards for activities like reviews, donations, or SMS subscriptions.
• RAPP: Monitor key retention metrics such as churn rate and Customer Lifetime Value (CLV) directly from the Shopify dashboard, providing a comprehensive view of your retention strategy’s effectiveness.

I believe these suggestions will assist you in improving your retention rate. If you find them valuable, let me know by giving a thumbs-up or marking this as a solution. Wishing you a wonderful and cozy day ahead, and all the best in your business endeavors. Keep up the fantastic work!

Cheers, 

Kate | PageFly team

[Loloyal-Isabel]

Hi @Maxgeni,

To build your customer loyalty, you need to build a proper loyalty program. Loloyal: Loyalty & Referrals, a good loyalty program tool, provides Points, Rewards, Referrals programs, VIP Tiers, and more to help you seamlessly set up for your store. You can use this tool to create points and rewards programs to encourage your customers to repurchase.

loyalty widget from customers' sides:

[BON_Loyalty]

Hi @Maxgeni,
It’s Lindsey here from BON Loyalty. We help businesses increase customer retention through effective loyalty & referral programs. I'm happy to provide a solution to your inquiry, ensuring your questions are resolved effectively.

Building customer loyalty is all about creating a connection that keeps people coming back to your brand, not just for what you sell, but for how you make them feel. Here are some pro tips to help you retain your customers and turn them into loyal fans:

1. Exceeding customers' expectations
First and foremost, deliver more than what your customers expect. Think about the joy of receiving a package that not only meets but exceeds your expectations. It's a bit like getting a gift rather than just a product. High-quality products and top-notch service are fundamental (these are the top reasons why customers keep coming back to their favourite stores).
Make sure your online store is easy to navigate, with clear, appealing images and descriptions. When a customer finds that their purchase looks and works even better than promised, they're more likely to come back for more​​.

2. Engaging on social media
Social media is your playground for engagement, especially when your target customers are gen Zs or Millenials. It’s not just about posting product updates but creating meaningful interactions. Encourage your followers to share their experiences and reward them for it. Imagine running a fun contest or giveaway where your customers get to share how they use your products. This not only builds a sense of community but also creates a buzz around your brand​.

3. Personalizing the experience
Personalization is essential in customer retention. When you remember a customer’s name, their preferences, and even their special occasions, it makes them feel valued.
Use customer data to send tailored recommendations and offers. For instance, if a customer bought a pair of running shoes, follow up with a message about the new range of sports gear that just arrived. This shows that you care about their interests and needs, making them feel special​.

4. Leveraging Customer Feedback
Never underestimate the power of feedback. Ask your customers what they think about your products and services, and, most importantly, act on their suggestions. It's crucial to emphasize this: act on their suggestions, act on their suggestions, act on their suggestions. When customers see that you value their input, you will stand out among other brands. They are more likely to return to your store because they know you prioritize a customer-centric mindset.

5. Rewarding loyalty
Everyone loves to be appreciated. You can try setting up a loyalty program where repeat customers can earn points, discounts, or exclusive access to new products. This not only incentivizes repeat purchases but also makes customers feel recognized and valued. One of our merchants has increased his sales tenfold in 3 months using a loyalty program powered by BON. If you are interested, here is a link to his case study.

6. Providing exceptional service
Customer service is the face of your brand. It's crucial to equip your team with the knowledge and tools they need to go above and beyond in helping customers. Quick, effective, and friendly service can turn a frustrating situation into a positive experience, leaving a lasting impression. Think about how you feel when a company resolves an issue promptly and with a smile – it’s powerful stuff​.

I believe these tips will help you increase customer loyalty and encourage repeat purchases. f you have any questions, feel free to reach out. I'm always happy to help.

Best,
Lindsey