{"id":4400,"date":"2020-07-28T19:43:27","date_gmt":"2020-07-28T19:43:27","guid":{"rendered":"https:\/\/plugmatter.com\/spark\/?p=4400"},"modified":"2022-02-21T13:32:48","modified_gmt":"2022-02-21T13:32:48","slug":"7-ways-to-increase-customer-loyalty-for-your-ecommerce-business","status":"publish","type":"post","link":"https:\/\/plugmatter.com\/spark\/7-ways-to-increase-customer-loyalty-for-your-ecommerce-business\/","title":{"rendered":"7 Ways to Increase Customer Loyalty for Your Ecommerce Business"},"content":{"rendered":"\n<p>With the global online retail market <a rel=\"noreferrer noopener nofollow\" aria-label=\" (opens in a new tab)\" href=\"https:\/\/www.digitalcommerce360.com\/article\/global-ecommerce-sales\/\" target=\"_blank\">topping $3.4 trillion<\/a> in sales in 2019, customer loyalty in eCommerce has never been more important\u2014or more difficult.<\/p>\n\n\n\n<p>It\u2019s no secret that upping the number of return customers can increase brand awareness and reduce the cost of acquiring new customers. But, in a world where customer support speed, and convenience mean everything, brand loyalty can be slippery at best.<\/p>\n\n\n\n<p>Not to mention, online customer retention is much harder than it is for brick-and-mortar businesses. Why? In-person stores have more opportunities for personalized service and to build relationships with staff members\u2014although COVID-19 is certainly changing this. In fact, the 2020\u2019s global pandemic makes <a href=\"https:\/\/compose.ly\/strategy\/what-is-brand-loyalty\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">developing customer loyalty<\/a> more important than ever for eCommerce businesses.<\/p>\n\n\n\n<p>If you\u2019re looking to improve customer loyalty for your own online brand, you need to leverage every tool at your disposal. For starters, you can maximize your eCommerce business\u2019s customer loyalty through these seven tactics.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"1-use-authentic-messaging\">1. Use authentic messaging<\/h2>\n\n\n\n<p>Think of your eCommerce storefront as your resume and a consumer\u2019s first visit to your site as a job interview of sorts. It\u2019s crucial to make a great first impression. The best way to accomplish this is with authentic messaging that connects and excites an audience but never oversells or falsifies any information. After all, <a rel=\"noreferrer noopener nofollow\" aria-label=\" (opens in a new tab)\" href=\"https:\/\/www.crowdspring.com\/blog\/small-business-branding-lessons\/\" target=\"_blank\">91% of people<\/a> are more likely to buy from an authentic brand than a dishonest one.<\/p>\n\n\n\n<p>To make you&#8217;re messaging more sincere, be sure to:<\/p>\n\n\n\n<ul><li><strong>Use real product photos. <\/strong>Prospective clients want a good look at what they\u2019re paying for before they can begin to trust your brand. High-quality product images are a must.<\/li><li><strong>Feature a variety of real client testimonials. <\/strong>Glowing customer reviews can do wonders for customer loyalty\u2014but they come across as suspect if they\u2019re all over the top in their enthusiasm or echo the same sentiments.<\/li><li><strong>Don\u2019t exaggerate product claims.<\/strong> It\u2019s fine to tout your product\u2019s strengths but don\u2019t go overboard. Overstating product capabilities means you run the risk of making consumers feel like they\u2019ve been lied to.<\/li><\/ul>\n\n\n\n<p>Depending on what your brand sells, you may even want to create a <a href=\"https:\/\/unbounce.com\/conversion-rate-optimization\/ecommerce-landing-page-examples-sales\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\" (opens in a new tab)\">dedicated landing page<\/a> instead of relying solely on product pages to communicate what your brand is all about. Just remember to answer these key questions:<\/p>\n\n\n\n<ol><li>What does your product do?<\/li><li>Who is your product for?<\/li><li>Does your product work?<\/li><\/ol>\n\n\n\n<p>For an example of an <a href=\"https:\/\/fantomagency.io\/how-to-design-a-killer-sales-page\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\" (opens in a new tab)\">effective sales page<\/a>, look no further than the online furniture retailer Lovesac.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh4.googleusercontent.com\/V4I9qjN_r0afzIxsriIINtIrA1xI9ya2jzqhPwTJm3INhh3UrdLI_uXJcLJZP3e041WjWBT8H-3yAQTO_w3-AYM2OK3we1X6mUn7sUu4-FmSHh3fgk1GCJMoEFnfrLJ_ulnFI4Ai\" alt=\"effective sales page for 'increase customer loyalty for eCommerce business'\"\/><\/figure>\n\n\n\n<p>Its informative and interactive sales page communicates to customers who it is\u2014and its value\u2014in a straightforward yet engaging way.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"2-send-personalized-customer-communication\">2. Send personalized customer communication<\/h2>\n\n\n\n<p>A customer may identify with your brand and make a purchase, but it doesn\u2019t guarantee their return business. To forge a more human connection with buyers, it\u2019s important to use clear, personalized messaging.<\/p>\n\n\n\n<p>Why personalize customer communication? Relevant emails outperform broadcast emails by a wide margin, driving up to <a href=\"https:\/\/myemma.com\/strategy\/eighteen-stats\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\" (opens in a new tab)\">18 times more revenue<\/a> than generic messaging.<\/p>\n\n\n\n<p>To start, send <a href=\"https:\/\/blog.mailtrap.io\/welcome-email\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\" (opens in a new tab)\">a welcome email<\/a> within the first 48 hours of a customer\u2019s purchase or signup. You can even sweeten the pot by offering recipients a discount code or an exclusive piece of content, like a members-only video.<\/p>\n\n\n\n<p>Besides a welcome message, send customers a follow-up email after any and every purchase. Take the opportunity to thank them for their trust in your brand, give them all pertinent order details, and open the door for clients to ask any post-purchase questions they may have.<\/p>\n\n\n\n<p>It\u2019s not just <a href=\"https:\/\/www.emailvendorselection.com\/guide-ecommerce-email-marketing\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\" (opens in a new tab)\">email marketing that works for ecommerce<\/a>, by the way.<\/p>\n\n\n\n<p>Online businesses should make use of other channels like social media and their respective messaging platforms. For some inspiration, check out DOYOUEVEN\u2019s <a href=\"https:\/\/blog.octaneai.com\/how-this-apparel-brand-made-155k-in-additional-revenue-using-messenger-and-sms\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\" (opens in a new tab)\">case study<\/a> on the power of communication through Facebook Messenger.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh6.googleusercontent.com\/k6uYizvvUi31EzXfY-8HyaPElvjOqbn-rZXgLn-VumSQnOMGUqw3P2jLtzsM-wUq9EoE2wg2c6BgUMKpahpfDyjdvUby3AC5STHlZSoLRSqh51azt2SVRR-7xDaeX8Ctms-4g9-3\" alt=\"Social media for 'increase customer loyalty for eCommerce business'\"\/><\/figure>\n\n\n\n<p>(Image credit: <a href=\"https:\/\/blog.octaneai.com\/how-this-apparel-brand-made-155k-in-additional-revenue-using-messenger-and-sms\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\" (opens in a new tab)\">Octane AI<\/a>)<\/p>\n\n\n\n<p>Using both Messenger and SMS, the activewear brand succeeded in boosting its overall revenue by 10%\u2014the perfect example of how active, personalized communication can win over more repeat customers.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"3-ask-for-product-feedback\">3. Ask for product feedback<\/h2>\n\n\n\n<p>It\u2019s not enough to simply wait and hope one-time buyers will turn into repeat customers. To find out how your product is really performing with buyers, you should seek out honest consumer feedback.<\/p>\n\n\n\n<p>The most personalized way of collecting feedback is through one-on-one interaction with a customer support representative. This way, your team can get a real sense of which areas are your product\u2019s strong points and which ones need improvement.<\/p>\n\n\n\n<p>Of course, this style of collecting feedback can be inefficient.<\/p>\n\n\n\n<p>Another more convenient way to collect product feedback is by sending a digital survey to gauge consumer satisfaction. This method is more impersonal but is by no means less valuable. Clients may also be more open to sharing their opinions through a survey.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh3.googleusercontent.com\/bPQIo3GG4NjymwEzifGri8fzSO8Y_h9a-siJ3B8O3f7jzq6xPOFw98CM-gt9Kgwfsy9Rd7NAJXHTqeXBbU-Jx-DGUeHVapFVumHEiWsd2YJ2qOUw24pshz-ZvkX2nYJ1q4bLBEtB\" alt=\"Feedback for 'increase customer loyalty for eCommerce business'\"\/><\/figure>\n\n\n\n<p>It all goes back to the idea of customers feeling like they\u2019re part of your brand because they\u2019re being heard. The respect that\u2019s earned in these moments plants the seed for strong, lasting eCommerce customer loyalty later on.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"4-provide-excellent-customer-support\">4. Provide excellent customer support<\/h2>\n\n\n\n<p>First-rate customer support has long been a cornerstone of businesses with excellent brand loyalty. However, as of 2018, <a href=\"https:\/\/genbin.genesys.com\/media\/Genesys-CX-Report-FINAL_06112018.pdf\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\" (opens in a new tab)\">only 19%<\/a> of businesses say they have a dedicated support team to manage the customer experience.<\/p>\n\n\n\n<p>Without an actionable plan in place, below-average customer support translates into lost investment and diminished brand loyalty. If a customer is unhappy with their experience, the right response can mean the difference between retaining those clients or losing them for good.<\/p>\n\n\n\n<p>Contrary to popular belief, excellent customer service goes beyond hiring more staff and making a good first impression. It\u2019s an ongoing process that continually evolves alongside raised consumer expectations. To enhance your brand\u2019s customer experience, try these tactics:<\/p>\n\n\n\n<ul><li>Act fast. In other words, respond quickly to customer questions and complaints.<\/li><li>Connect with customers using direct messaging on social media platforms like Facebook, Twitter, Instagram, and Snapchat.<\/li><li>Use chatbots to reduce the number of open support cases through task automation.<\/li><li>Integrate a help desk or knowledge center into your brand\u2019s app and\/or website.<\/li><li>Hire a professional <a href=\"https:\/\/plugmatter.com\/wordpress-maintenance-service\" target=\"_blank\" rel=\"noreferrer noopener\">WordPress Maintenance Service<\/a> to help you with the technical support of your Ecommerce business.<\/li><\/ul>\n\n\n\n<p>By improving customer support, you&#8217;ll not only boost brand loyalty but also customers\u2019 willingness to pay more for your products. After all, <a href=\"https:\/\/www.pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/pwc-consumer-intelligence-series-customer-experience.pdf\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\" (opens in a new tab)\">86% of buyers<\/a> are willing to shell out more cash for better customer support.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"5-reward-loyal-customers\">5. Reward loyal customers<\/h2>\n\n\n\n<p>Generating loyal customers who grace your storefront with repeat business is great, but how do you keep them interested over time?<\/p>\n\n\n\n<p>The answer lies in giving back to brand loyalists with a rewards program. It\u2019s a way to entice people to join what is essentially your brand\u2019s fan club, all while earning gifts, discounts, or even free products along the way.<\/p>\n\n\n\n<p>One of the best-known rewards program success stories is Starbucks. The coffee behemoth boasts <a href=\"https:\/\/stories.starbucks.com\/press\/2020\/starbucks-reports-q2-fiscal-2020-results\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\" (opens in a new tab)\">over 19 million<\/a> active members in the U.S. alone, up 15% year-over-year. Basing the rewards system on earning stars for every dollar spent, it\u2019s a model of efficient user engagement.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh3.googleusercontent.com\/X6X-42o5VRK3niu0FVkMA2x1HMSVZUsgnqGZbAhbnwa1IxVOyOgIFz51BNMD8hP0vlZ_qygQz-Vx-BP25o51N7hp4W2qw33vE0KV0Z_p6gvU6bk8BajMGegDgEewiTJBni0Sffag\" alt=\"Reward for 'increase customer loyalty for eCommerce business'\"\/><\/figure>\n\n\n\n<p>Just a few of Starbucks\u2019 pillars for success include:<\/p>\n\n\n\n<ul><li>An outstanding mobile experience that sidesteps the traditional \u201ccard-only\u201d system most brick-and-mortar stores still rely on<\/li><li>Extending the program to grocery items and other merchandise, which casts a wider net than restricting the program to in-store beverages or food<\/li><li>Different membership statuses that reward frequent spenders with more perks and exclusivity<\/li><\/ul>\n\n\n\n<p>Though it\u2019s not an ecommerce business, Starbucks offers a terrific example of how inclusive and attractive a customer loyalty rewards system can be.<\/p>\n\n\n\n<p>Rewards programs can also generate a contagious buzz, as studies show that participating clients visit a company\u2019s site <a href=\"https:\/\/www.slideshare.net\/margaretlink\/the-ultimate-guide-to-customer-loyalty-in-2017?qid=e7e8506b-32a3-4865-8ce1-ff4664e2f79d&amp;v=&amp;b=&amp;from_search=2\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\" (opens in a new tab)\">35% more frequently<\/a>. Better yet, you can even build site visits directly into your loyalty program by making them a way to earn points. Check out how online thrift store thredUP does this:<\/p>\n\n\n\n<figure class=\"wp-block-image is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/lh5.googleusercontent.com\/Z-01rX4UdT30EN-tR-ey0o5FIiY_zGEqNICtg6ptT4h-QpU9ZE4DYhihgMoDzVE8i7cN2dWE9QpzOetiHOA3oSsa9_wFJ7DqxT-WDgfFdYviraFP8l8MyXPMJtj5GmhXWr0A2TB1\" alt=\"Earn rewards for 'increase customer loyalty for eCommerce business'\" width=\"580\" height=\"454\"\/><\/figure>\n\n\n\n<p>No matter which approach you take, giving back to buyers via loyalty programs makes customers feel like they\u2019re part of your brand.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"6-gamify-your-loyalty-program\">6. Gamify your loyalty program<\/h2>\n\n\n\n<p>Not all loyalty programs are created equal. Some will start off well and then stagnate after a few months. As a result, the momentum needed to generate sustained customer loyalty peters out.<\/p>\n\n\n\n<p>But you can avoid this scenario by gamifying your ecommerce loyalty program. Whether it\u2019s through a points system or another method, gamification incentivizes your customers to take action and continually participate in an entertaining way.<\/p>\n\n\n\n<p>This encouragement to get to the next level, either through earning points or spending more money on your brand\u2019s products, promotes recurring behavior. By baking this into customers\u2019 interactions with your business, gamification moves engagement beyond transactional events alone.<\/p>\n\n\n\n<p>Some non-purchase gamification elements earning rewards or points for:<\/p>\n\n\n\n<ul><li>Leaving a customer review<\/li><li>Getting friends or family to become members<\/li><li>Yearly milestones like membership anniversaries or birthdays<\/li><\/ul>\n\n\n\n<p><a href=\"https:\/\/callminer.com\/callminer-index-customer-churn-survey-us-thank-you\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\" (opens in a new tab)\">30% of consumers<\/a> switch providers because they feel that there is no reward for loyalty. Increase customer engagement by giving them a real reason to stick around and get to the next level in their customer journey.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"7-never-stop-improving-your-product-service\">7. Never stop improving your product\/service<\/h2>\n\n\n\n<p>After <a href=\"https:\/\/compose.ly\/strategy\/brand-relationships\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\" (opens in a new tab)\">building a customer-brand relationship<\/a>, customer loyalty becomes more about keeping users from moving to a competitor. The only lasting way to achieve that is by continuously improving your product.<\/p>\n\n\n\n<p>Infrequent product upgrades send the wrong message to customers. You risk falling behind the minimum marketplace standards for your product and give competitors an opportunity to surpass your brand by exceeding those quality benchmarks.<\/p>\n\n\n\n<p>This process doesn\u2019t happen overnight. It takes drive, leadership, and a long-term vision. Contrary to media and news reports, many of the biggest \u201covernight\u201d successes in eCommerce, like Amazon and Wayfair, were years in the making. The people at the helm of those organizations had the wherewithal to work at their offerings and make them great instead of just \u201cgood enough.\u201d<\/p>\n\n\n\n<p>By focusing on quality and keeping up with both your competitors and market trends, you aren\u2019t giving customers an excuse to jump ship. Instead, you\u2019re enticing them with something that\u2019s always getting better. What better reward for loyalty could you ask for?<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"conclusion\">Conclusion<\/h2>\n\n\n\n<p>Increasing customer loyalty and retaining the buyers who support your brand is essential for <a href=\"https:\/\/plugmatter.com\/spark\/9-essential-tips-to-increase-ecommerce-conversion\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\" (opens in a new tab)\">ecommerce growth<\/a>. It creates great word-of-mouth buzz and can greatly reduce customer acquisition costs.<\/p>\n\n\n\n<p>By leveraging authentic, personalized messaging, you\u2019ll hook customers from the first visit to your site. Getting their feedback and using that data to improve your product can also go a long way in upping brand loyalty. Finally, excellent customer support and gamified rewards programs will further incentivize people to stick with your organization, even if competitors are nipping at your heels.<\/p>\n\n\n\n<p>Just remember: customers want to be heard, they want added convenience, and they want to feel like they\u2019re a part of something real and exciting. It\u2019s up to you to consistently hit those notes.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"your-turn\"><strong>Your Turn<\/strong><\/h2>\n\n\n\n<p>Share this Article with your acquaintances &amp; if you want a professional, responsive &amp; mobile-friendly eCommerce website then check out our Premium <a href=\"https:\/\/plugmatter.com\/wordpress-maintenance-service\" target=\"_blank\" rel=\"noreferrer noopener\">WordPress Maintenance Service<\/a> for eCommerce.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>With the global online retail market topping $3.4 trillion in sales in 2019, customer loyalty in eCommerce has never been more important\u2014or&#8230;<\/p>\n","protected":false},"author":14,"featured_media":4401,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[79,7],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>7 Ways to Increase Customer Loyalty for Your Ecommerce Business<\/title>\n<meta name=\"description\" content=\"Increasing the number of return customers can increase brand awareness and reduce the cost of acquiring new customers. 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