How to Keep Loyal Customers

When it comes to e-commerce, customers have thousands—millions even—of options for whatever item they are looking for. Not only this but there are little to no restrictions on where they can shop; unlike conventional stores, location and time restraints do not apply. This can make it particularly hard for e-commerce business owners to maintain loyal customers. There are, however, tried and true ways to keep your customers returning to your site to make purchases time and time again.

Here are five ways to create customer loyalty with your e-commerce business.

1. Give-Aways

“Free gift with purchase of…” Perhaps you have seen such email headlines pop up in your inbox from time to time. Many successful e-commerce businesses use this “gift-with-purchase” tactic to entice customers into buying a larger, more valuable product.

The gift offered is usually a small item that is either available at full price or is exclusively available to the offer. Often, it is a smaller version or sample of a product on offer.

This strategy proves helpful in creating loyal customers in multiple ways. Firstly, the offer of something free will attract new customers to your business. And, if the gift item is a sample, it may convince buyers to purchase more of the product in the future.

2. Free Shipping

Offering free shipping is almost a must-have in order to have loyal customers in this day and age. It has proved extremely effective in convincing customers to purchase products on e-commerce websites. However, this practice is not possible for every business. Small orders will not hold enough value to justify free shipping. Luckily, there are ways to compromise.

One such compromise is to require a minimum purchase amount. This will help to ensure your business is only covering shipping costs when it is worth it. For example, many online businesses offer free shipping on orders $30, $50, or $100 and up.

Another way to offer free shipping is to offer it on all products but raise your product prices. This is done to offset shipping prices. Consumers are more likely to purchase an expensive item with free shipping than a cheaper item with shipping fees, even if the final cost is the same for both items.

3. Word of Mouth

Statistics show that consumers are far more likely to purchase items that are referred to them by people they trust. This not only includes personal friends and family but also social media influencers and other celebrities.

Starting a referral program could prove beneficial to your marketing strategy. These programs involve encouraging customers to tell others about your brand. Loyal customers become advocates and help to create more loyal customers.

The system works because customers will tend to recommend the product to others with similar interests. If they share interests, they are already more likely to want to purchase similar items, and therefore, are usually perfect candidates for new customers.

4. Social Media

Social media is one of the most powerful tools an e-commerce marketing team can utilize. Almost everyone, regardless of demographic, uses some sort of social media these days. Younger generations, such as Millennials and Gen Z, are even more likely to purchase something they see advertised or endorsed online.

It is important to utilize as many channels as possible when it comes to social media. It is also important to know what demographic (specifically age/generation) you are aiming for and specifically focus on media platforms typical to them. For example, if you are catering to soccer moms, you will want a strong Facebook presence. On the other hand, if your target audience is teenagers, TikTok will probably be most beneficial.

Content should typically be entertaining or pleasing, featuring humorous videos or beautiful photos of your products. Be sure to follow trends set by others on the internet. This will help you to gain more traction and interest. Working with online influencers can be especially helpful in this area.

5. Website

It is important that your customers enjoy the shopping experience on your website. This includes appearance, navigation, ease of payment, etc. The way your website is designed and laid out will determine how your customers view your brand, for better or for worse.

If you sell extremely high-quality products, but your website looks like it hasn’t been updated since 2002, your customers will write you off as outdated and clunky. If you had a brick-and-mortar store, you would want it to be sleek, clean, and tidy. Your website is the equivalent of that, so it must be just as comfortable for your customers.

Building an e-commerce business can be tricky. It takes time and effort, but third-party logistics providers such as Smart Parcel 24/7 are here to lighten your load. We offer storage, fulfillment, and shipping solutions to save you time and money, all the while keeping your customers happy with fast delivery. From warehouse to doorstep, Smart Parcel 24/7 has your back.