8 Ways to Improve Online Customer Retention for Ecommerce

You know thefacts: It's five times cheaper to retain an existing customer than acquire a new one. You don't have to spend time cultivating a new relationship when you already have one in place. Like relationships, it's easier to maintain a friendship with a best friend than to start one from scratch. The same goes for retaining customers.

客户保留对于每个业务都很重要，但这对电子商务组织尤为重要. After all, with an online business, you lack the opportunity to connect with customers in person. This inability to build face-to-face relationships can cause customer churn.

But don't worry; there are still many ways to continue winning leads and improving customer retention. If your business wants to retain more customers, use these tips to ensure customer loyalty.

8 Ways to Improve Online Customer Retention for Ecommerce

1. Adopt email marketing.

电子邮件是与电子商务客户建立联系的最佳方法。一旦新客户购买，就应该收到一个热情的信息。利用这个机会感谢他们的购买，并提供选项upselling and cross-selling.

Additionally, it's easy for customers to drift away if they haven't made a recent purchase. Keep these customers engaged by sending them recurring emails. You could send a "We miss you!" email with a discount code to encourage them to purchase again. Or, email them around holidays and birthdays to provide personalized offers. Check out this example from a GoDaddy purchase, below.

2.▽ight customers.

Going the extra mile for customers is what makes your brand stick in their minds. This goes beyond a one-time effort. Consistent, regular acts of delight show customers your company does this as more than just a ploy to gain sales.

For instance, you may add in free samples with an order, go超越您的客户服务，或包括免费试用。做一些令客户感到惊讶和高兴的事情会让他们想要忠于您的业务并推荐他们的朋友。我们可以看到的一个例子是啤酒公司Carlsberg，他决定通过安装免费啤酒的广告牌来使raybet电子竞技客户感到高兴。

Source:Twitter

3. Have a strong social media presence.

由于您的商店在线，因此在他们花费最多时间的网站上与客户互动是有意义的。这些通常是社交媒体网站，尤其是当您的目标人群是千禧一代和/或Z世代的情况下。

拥有强大的社交媒体存在可能是客户留下和搅动之间的区别。它为您提供了一个实时与客户联系的平台。您可以通过提及，主题标签和直接帖子来监视社交媒体。回答任何问题和疑虑，并使分享有关您品牌的积极对象的客户感到被认可和珍惜。

4.提供奖励计划。

奖励计划使客户有理由继续使用电子商务品牌购买。毕竟，筹集明星，积分或美元 - 或您决定使用的任何系统 - 让客户着急。另外只需购买三次，他们将有足够的积分来获得免费产品。

奖励计划还使客户觉得自己是在线社区的一部分。当客户无法亲自见面时，很难与其他用户建立真正的关系。比较奖励积分和水平可以使他们有所联系。客户可以分享成功的故事和有关如何优化其积分赚取的技巧。

One brand that has an excellent rewards program is Sephora. Sephora lets its user choose how they want to spend their rewards points. Customers can spend points on individual Sephora products, or they can buy discounts or coupons. This way, Sephora users can get exactly what they want from the rewards program.

Source:Shopify

5. Personalize the experience.

Ecommerce brands have access to customer purchasing history through their online database. Use this to your advantage by personalizing customer experiences based on their purchasing history. Amazon does this by recommending offers based on products you've viewed and ordered, like in the example below.

Source:亚马逊

这也可以扩展到客户沟通。如果您有电子邮件通讯，则可以根据他们过去的raybetapp购买来共享相关内容（例如博客文章）来个性化。您甚至可以发送调查，询问客户如何更好地个性化他们的体验。使每个客户感到重要的奉献精神肯定会增加客户的保留率。

6. Maintain a consistent, signature brand look.

As an ecommerce brand, you may not have a brick-and-mortar location. You must rely on other forms of branding, such as color schemes, fonts, and general formats of your website.

Take a page out of有光泽的book, a skincare and makeup brand. The brand is known for mailing out products in pink, bubble-wrap pouches with strips of branded stickers. Although a mostly online brand, these items have become a part of Glossier's signature look, making it recognizable by most individuals in its target demographic. Create a signature look that will make customers want to remain loyal to your brand -- because they're buying into the "vibe" of your brand.

Source:进入光泽

7. Offer more delivery and return options.

客户希望得到满足，但他们也渴望轻松。他们希望他们的在线购物体验尽可能容易。毕竟，这就是为什么他们选择在线购物而不是店内购物的原因。

Make their experience as simple as possible by offering more delivery and return options. For the patient consumer, there's standard shipping. For the procrastinating, stressed-out shopper, there's one-day shipping. For the "Oops, I impulse-bought way too much stuff and have regrets" customer, there are free returns. Have an option for every type of person to ensure a stress-free experience for all.

例如，eBay为其用户提供多个运输选项。您可以使用其固定收费运输，即标准型号，也可以选择计算出的运输，该运输计算出合理的费率来运送您的包裹。eBay甚至提供了一个接送选项，买方或卖方可以来拾取物品。

Source:eBay

8.给客户一个创建帐户的理由。

Last but not least, the best way to retain customers is by getting them to create an account. Once they've created an account, they've become hooked. They've committed to receiving emails, rewards, and more. They've gotten into a mutually-beneficial relationship with your brand, which is exactly the kind of relationship you want to build.

However, it's important that you give customers a reason to want an account. After all, it's easy to pay as a guest, where the first purchase is likely to be the last. Make the process of signing up as easy possible by requiring a name, email, and password. Offer lots of perks for registered users, such as early access to new products, special discounts, and rewards. Once they're registered, they're likely to stay with your business for a much longer time.

这就是为什么在HubSpot的,我们让你创建一个account for any product that you'd like to use. Not only does this help our customer retention, but it also makes it easier for our users to access and integrate our other客户服务,marketing， 和销售量tools.

有关保留客户的更多提示，请了解如何reduce customer churn.