How do you build customer loyalty for online business?

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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?

Replies 2 (2)

Shopify Partner
1134 333 332

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!


Kate | PageFly team


Please let me know if it works by giving it a Like or marking it as a solution!

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Shopify Partner
30 0 3

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:




How to get easy-use loyalty program?
Turn your shoppers into loyal fans with Loloyal Loyalty app.
Loloyal Official Website; Shopify app