Customer Loyalty: Essential Retention Strategies


This article is brought to you by Retail Technology Review: Customer Loyalty: Essential Retention Strategies.

In our fast-evolving sector, customer retention and loyalty are the foundations of success: long-term relationships with customers create brand advocates, generate recurring revenue and save on acquisition costs.

ShipEngine’s latest research, Exploring the nuances in ecommerce - How to leverage personalization to drive customer loyalty, takes input from 3000 consumers and over 600 merchants in 6 countries, distilled into a comprehensive guide to help you to unlock the secrets to loyalty and retention.

Understanding the changing Ecommerce Landscape

The skill in retention lies in bringing customers back effortlessly. Our study reveals the importance of the delivery experience in creating customer loyalty: delivery quality is a top reason why 48% of consumers return again and again to the same online brand or retailer, while a negative experience tarnishes that relationship and is ultimately damaging to a brand.

Interestingly, consumers told us that having a range of convenient delivery options have a greater impact than loyalty programs, when it comes to securing their repeat business. They are looking for clear communication throughout the shipping process, secure and eco-friendly packaging and a seamless returns process.

Key Insights for Customer Retention

ShipEngine’s study provides actionable insights to equip you with the knowledge and tools to thrive, built around four key priorities:

  1. Understanding your customers’ needs: in-depth analysis and practical advice on understanding their true needs, pain points, and motivations will enable you to tailor your offering accordingly.
  2. Identifying those nuances that make a difference: sometimes small differences can have a significant impact. Consumers in different countries have slightly different priorities, and by understanding them, you can provide an exceptional experience that sets you apart from the competition.
  3. Generating efficiency through focus: by streamlining your fulfilment processes, optimizing your delivery operation, and avoiding unnecessary steps, you can enhance the experience, increase satisfaction, to ultimately retain more customers.
  4. Creating effective strategies for each stage of the consumer journey: our guide helps you develop these across the entire customer journey. From awareness and consideration to conversion and retention, you’ll be able to create a seamless experience to keep customers engaged at every touchpoint.

Download your free copy of our guide here to unlock the secrets to customer loyalty.

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