How to retain Customers

How to retain Customers

It's important to know how to retain the people you've been paying for.

The cost of developing a new customer is 5 times times that of an old customer, so for the enterprise, the user needs to be very concerned about.

Here are 21 e-commerce businesses that can be used to keep customers and drive them to buy again.

User Retention rate: statistical data

1. Loyalty schemes and rewards are the most effective way to persuade users to repeat their purchases, up to 39%; other sales support (20%) and personalized services after purchase (14%)

2. A different data was given from Zendesk, who found that 34% thought beautiful customer service was a way to build loyalty, while only 20% wanted rewards and 13% wanted benefits. 54% of people are willing to buy more products because of loyalty rewards offered by the company

3. The cost of attracting new customers is 5 times times that of maintaining old customers

4. Globally, the cost of losing an old customer is 243 dollars

5.71% of customers end partnerships because of bad customer service

6. The probability of selling to an existing customer is 60%~70%, and the chances of selling to a new potential customer are only 5-20%

So how do we improve the customer retention rate

Of course, doing basic skills is the most important, need to have a good product, appropriate pricing and excellent customer service; As the statistics above, customer service is very important, but rewarding loyal customers, providing personalized, relevant special offers also very useful

Here are 21 strategies to increase the customer retention rate:

The last Link: logistics and distribution

You may provide quality products and a good website experience, but distribution logistics is generally outsourced to third-party enterprises, they may not think the same as the company.

In the logistics sector, the quality of service monitoring is critical, but you need to provide users with adequate information in the distribution process, so that the entire process appears to be as convenient as possible to reduce the user waiting for the anxiety. In addition, let the user in the distribution link to modify the address also seems very important

There's a mystery in the parcel.

The retailer has no control over all the links, but they meet to control the packaging, where they can increase the customer's surprise and satisfaction. Adding a small gift to a user's product package has always been the technique of glasses direct, and user feedback is good. Happy users bring more word-of-mouth communication

Provides quick delivery options

Never ignore the psychology that users want to get right away, and if they know what they're buying will be delivered soon, they'll buy more frequently

Set user expectations and exceed this expectation

Don't give the client too high a expectation, but you can do it more beautifully than expected. John Lewis promised that the delivery would take about 3-4 days, but their delivery rate was always faster.

Registration and repeat purchase personalization

Insight into users based on their preferences and purchase records to show related products

Convince a customer to sign up

Registration can be an obstacle, but if a retailer can persuade a customer to sign up without creating an obstacle to buying, the rate of retention increases is obvious. They can track orders, receive special promotions, and, more importantly, repeat the purchase if the distribution and payment information is preserved.

Easy Repeat purchase process

Amazon's one-click purchase is the key to its success. Make buying easier and encourage users to continue to buy again. Combined with its senior members of the next day to reach the distribution service, making it easy for users to purchase from the website.

By saving the user's credit card information and address, the user simply enters the username and password

This is particularly critical on mobile phones, where users don't want to waste time typing credit cards on smartphones.

Quick Password and account back

The user's account number and password are too many, if the user forgets, then you best can quickly help the user to retrieve, or lets them through the original information continues to register also OK.

Amazon allows users to sign up for a new account via an e-mail address they have previously left behind

Redirect Users through display ads

While redirection is not a good thing for users, it is an effective means of retaining customers if it is reliable. A timely and effective promotional promotion can encourage users to return to the site to buy the products they want to buy

Provide social media customer service

Enables users to not wait for a call center to provide more personalized customer service contacts

Provide email customer service

Recent research has shown that email is the preferred customer service channel for 44% of customers, but current email services are often bad or even non-existent

Answer User Call

The call center is the user's pain, and 48% of users say it is the most frustrating channel for customer service. This may be due to the poor customer service provided by the agents, which may be due to the fact that the user is unable to receive an immediate response or response, and that the enterprise with the ability to respond in a timely manner has obvious advantages.

Provide free and convenient return and replacement services

providing free and convenient return service is an effective means to encourage new users to buy, but also a very effective way to retain customers.

If users know that once they have changed their mind and can easily return them, they will be more likely to repeat the purchase. According to Zappos: the best customers are often those with the highest return rates, but they also spend the most money on us and are the most profitable customers.

In the provision of returns, enterprises need to consider the costs and benefits of returns

Recommend accessories by email

This is a very effective after the purchase of mail information, if the user bought the ipad, then why not recommend to them the relevant accessories?

After Purchase mail

If the user is buying for the first time, it is a good idea to welcome them by email and offer cross-selling recommendations.

Birthday/Event Mail

e-Mail can be triggered by certain events, such as the user's birthday, and the abandonment of the cart is an effective way to retain the customer.

Reminder messages

If the user has not purchased for a period of time, remind them that it is necessary, of course, to give a certain discount to show kindness

Reward your most valuable customer

For the most valuable users, you should give them special treatment, prioritize and carefully prepare their orders, choose new Products First, offer special services or specials, etc.

Provide rewards to loyal customers

Not necessarily how much, but a little bit of a gift can convince loyal customers that they're right to choose you.

Recommended Customer Award

It's a common tool in the financial industry.

Refer a friend for gift Vouchers/money off

This is a common tactic for financial sites. For example, the your account with£100 for every.

Naked Wines uses a errors tactic, offering a£40 vouchers for friends, and crediting customers ' accounts for misspelling.

Providing special merchandise for social fans

This will give users the reason to continue to interact with the social page

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