If you increase your customer retention by just 5%, your sales take off by +25%*! Customer retention is an absolute priority in e-commerce. If you've kept your customers coming, you've done the hard part: we'll tell you how to keep them coming back, with [.is--yellow-highlight]the 7 most popular loyalty strategies in e-commerce[.is--yellow-highlight].
Of all the ways to increase sales, loyalty is the most effective. Customers who are already with you are more profitable!
Loyalty has a snowball effect. Broadly speaking, a customer who has already made a purchase is 27% more likely to return. If they make that rare2nd purchase, their chances of repeating increase to 54%!**.
These recurring customers can generate the bulk of your revenue. In e-commerce, conversion rates average between 1% and 3%. However, if you attract the attention of a customer who has already converted in the past, their chances of conversion rise to 60%, according to Marketing Metrics**.
By applying these e-commerce loyalty strategies, you can boost the unit value of each customer. Another advantage: you have the means to talk to these existing customers - provided you collect customer data. Let's take a look at how to do just that, by revealing the 7 best e-commerce customer loyalty tools.
Loyalty refers to all the actions taken by a salesperson to encourage customers to return. These are strategies designed to establish a lasting relationship...
Loyalty is fundamentally linked to customer relations and satisfaction. But it also requires proactive strategies on the part of brands, who have no shortage of levers for achieving this: loyalty programs, promotional coupons, retargeting of advertisements, after-sales service, competitions, SMS marketing, etc...
Special offers and other promotional coupons are a direct lever for increasing repeat business and creating a lasting relationship between the customer and the e-commerce site. They can include first-purchase discounts, quantity discounts, limited-time special offers, discount codes, etc...
You can offer them after check-out to a customer who has just made a purchase, but be careful not to overdo it! Overly generous special offers create a vicious spiral effect, eating into your margins and devaluing the perception of your products.
Loyalty programs enable you to reward regular customers and offer additional privileges. Accumulated with each purchase or for specific actions, loyalty points can be exchanged for products or services, discounts or gifts. For an e-commerce site, it's very easy to set up a dematerialized loyalty program, with a service provider like Hey Pongo.
Learn more about e-commerce loyalty: schedule your demo with Hey Pongo!
Social networks are an excellent way of communicating with customers and promoting special offers. Through targeted advertising, they also enable re-targeting of your existing customers, to generate repeat purchases! You can generate much more engagement, with or without a budget. For example, encourage your customers to follow you on social networks in your order confirmation e-mails or on your packaging. Thanks to this audience of already-converted customers, you can broadcast relevant content, advertisements, respond to comments and organize contests and games.
Customer satisfaction is essential to building loyalty, more than anything else! And of course, customer service is essential to customer satisfaction. It's all about resolving customer problems quickly, and helping them find the products and services they need. Your customer service department can be reached by e-mail or by telephone. To save time, you can also handle certain requests by chatbot, via a forum or via self-help blog posts.
Order tracking is an integral part of the customer experience. You'll need to keep customers informed about the status of their order and delivery. E-commerce site owners can provide information on order processing and delivery options. Customers can also be informed by e-mail when their order has been processed and shipped.
Competitions are an excellent way of building customer loyalty. If you have an e-commerce site, you can easily organize a competition to offer prizes and gifts. The competition is an effective way of collecting customer data, increasing satisfaction and generating additional sales! In fact, by giving away discount coupons, you'll be encouraging your customers to repeat a purchase and become loyal customers.
When it comes to e-commerce sweepstakes, Hey Pongo's Booster is probably the most effective yet! Find out how Le Deal Ultime generated over €2,400 in sales in 24 hours, and schedule a demo with one of our experts to set up your contest:
SMS marketing is a great way to build customer loyalty by communicating with them. You can use it to send messages about your products and services, special offers and updates on orders and deliveries. SMS messages can be sent to an existing customer database, or can be used to acquire new customers.
-How to launch your first SMS campaign (with 20 sample messages and a tutorial)
-SMS Marketing: what no one else will tell you
-The true cost of an SMS campaign
-What's the best day to schedule an SMS campaign?
Neglecting customer loyalty is a big mistake in e-commerce. It's a relatively easy sales lever to activate! If you've kept your customers coming back, Hey Pongo can help you keep them coming back: discover our loyalty tools during a no-obligation demo tailored to your current needs, by scheduling your appointment on this link :
*Bain & Company study(Source)
** From the book "Marketing Metrics" by Paul Farris(Source)
