Increase eCommerce Customer Loyalty without Coupons & Discounts

Hermes_Fang

Getting new customers for your online store is hard. So, instead of solely focusing on convincing strangers to become customers, many eCommerce businesses focus on getting more orders from returning customers.

That's because it's easier to sell them to a stranger. However, you need to have a lot of customer loyalty for that to happen. If you don't have it, it's harder, if not impossible, to convince them to buy from you again.

So how can you increase your customer loyalty? Stay tuned to find out.

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What Makes Customers Loyal to Some Brands

Before we get into the practical tips for increasing customer loyalty, we should first understand why customers become loyal to some brands. Then we can best understand how to use these tips to reap the benefits.

Contrary to what you may think, people aren’t loyal because of prices. Instead, the reason why customers are loyal to brands is because of two things:

  • The brand stands out!
  • And it has a great customer experience!

Without these two, it's nearly impossible to build loyalty:

If you don't stand out, your clients won't remember your brand. That means they'll buy from you once and never make a second purchase.

However, being recognizable isn't enough reason for people to stay loyal to your eCommerce brand! If you don't give them a great experience, they won't buy from you. Even worse, they might even spread it to other people.

Therefore, if you want to get loyal customers, give them a great experience while being recognizable. Then not only will they buy from you again, but they'll also start recommending you to their friends and family!

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4 Tips for Increasing Customer Loyalty

No matter how unfortunate (or fortunate) it is, there is no definitive way to build brand loyalty. It all depends on your company and your customers. However, there are a few tips that you could use to make it easier. Here are four of them!

Tip #1 Create a Loyalty Program

One of the best ways to build customer loyalty is to create a loyalty program in your store. With it, your customers can get access to member-only rewards. For example, you could send gifts after a certain number of orders, give them exclusive coupon codes, offer free shipping, etc. SaaS eCommerce platforms like Shoplazza and Shopify allow you to set up different incentives for different customers.

Tip #2 Engage with Your Customers

Another way to increase customer loyalty is to engage with them as much as possible. That way, you'll always be in the back of their minds. You can provide them with content like social media posts, blog posts, and others.

But if you can, then I highly encourage you to give them some decisions. For example, you could involve them in your product creation by asking them which product looks better for them on your live streams.

Tip #3 Improve Your Products Indefinitely

No matter what you do, one of the best ways to increase your customer loyalty is by offering them the best products and services. And the way you do that is by improving them constantly.

So when you hear people complain about a specific feature not working or not being intuitive enough, take this feedback and improve your product. Not only will you get a better product out of it, but your past customers will feel heard, making them want to continue supporting you.

Tip #4 Send Personalised Product Recommendations

And lastly, you could send personalized product recommendations. That shows your customers that you notice what your customers like and buy. This tip works best for companies that sell complementary products.

For example, if you sell dress shirts, one of the best ways to upsell is by recommending complimentary ties. It would be even better if you could create a quiz to assist them in finding the perfect tie to match their shirt and style.

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Conclusion

That's how you increase your customer loyalty in your eCommerce store! If you're looking to do that for your company, remember to do these two things: make your brand stand out and give your customers a great experience.

(Contributed by Andreas Ojala & Hermes Fang)

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6 years experience in digital marketing. A gracious loser, not a lousy winner.

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