Every D2C eCommerce brand should have a strategy for customer retention and loyalty. These are the prime factors behind the exponential growth of many of the world’s largest eCommerce companies today.
Repeat customers have a higher lifetime value (LTV) and lower customer acquisition costs, making them more profitable. These customers also tend to be bigger spenders. Remaining loyal to a brand is often proffered than going elsewhere to shop when enough reasons justify it.
So how can you improve retention and loyalty?
Turning customers into repeat purchasers and brand champions
Exceptional customer service and rewards increase retention and brand loyalty. Both can allow eCommerce brands to pull ahead of the competition by enhancing the overall customer experience (CX) and encouraging brand advocacy.
Happy people are more likely to return and repeatedly buy, remaining loyal to your business for many years. Loyal customers are also powerful brand advocates, sharing every wonderful experience with whoever is interested.
Co-founder & CEO
Director of Customer Success
Senior Strategic Partner Manager
Louis manages strategic partnerships for Gorgias. Prior to joining Gorgias, he worked at Nosto, a personalization and recommendation solution for Ecommerce, as Partner Manager France. Louis has a particular love for tech, building strategic partnerships with international distributors and theatrical improvisation.