The e-commerce marketplace is massive and growing bigger than ever. Every brand has a competitor, and customers are practically spoilt for choice with so many brands to choose from.
This means reduced repeat purchases and the need to acquire new customers, making the efforts to build a new customer base frequently and exceeding your marketing budget each time.
How can brands overcome this pain-point? Simply through customer retention.
Studies suggest that increasing customer retention by 5% can increase profits from 25-95%.
Clearly, it’s a must-not-miss situation for e-commerce businesses of today. Before we talk about the importance of Shopify customer retention and strategies that brands can implement, let us understand the term better.
What Is Customer Retention?
By definition, customer retention is a business or company’s ability to hold its existing customers loyal to the brand over a specified period of time.
It involves incorporating strategies and providing offerings that keep customers engaged, satisfied, and loyal to the brand or company, thereby encouraging repeat purchases and reducing customer churn.
Being a Shopify business in today’s landscape means you not only have to curate strategies to fight the competition, but also learn how to stand out as a brand that offers more.
To say that customer retention is important for e-commerce brands is an understatement. Let’s find out how it can positively affect businesses.
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Why Is Customer Retention Important?
Customer retention is a significant way for businesses to grow their business. Here are a few reasons that show the importance of Shopify customer retention for e-commerce businesses.
1. Boosts Brand Revenue
One of the best ways to improve brand revenue is by targeting customers who have already made successful purchases with your brand. This way, you are saving time to find a new audience that might be interested in your brand. Additionally, you get to create a loyal customer base. By retaining existing customers and encouraging repeat business, businesses can drive consistent revenue growth and improve profitability.
2. Improves Brand Reputation
When a brand has an army of loyal customers, it says highly of the brand’s offerings and shows that the brand can be trusted. Businesses that prioritize customer satisfaction and loyalty are more likely to stand out from competitors and attract new customers through positive word-of-mouth, online reviews, and recommendations.
3. Better Customer Lifetime Value
Customer lifetime value (CLV) is a metric that indicates the amount of revenue a customer generates for a brand through their entire relationship. By focusing on customer retention, brands can increase the customer lifetime value and can maximize the long-term value of each customer and optimize their overall revenue potential.
4. More Cost-Effective
Customer retention is said to be a more cost-effective way to boost revenue. Studies have shown that acquiring new customers can be significantly more expensive than retaining existing ones. By focusing on customer retention, businesses can reduce marketing and acquisition costs and maximize the return on investment (ROI) from their marketing efforts.
10 Strategies to Improve Customer Retention
Now that you are aware of the importance of customer retention, here are the top 10 strategies to improve customer retention.
1. Host a Customer Loyalty Program
Hosting customer loyalty programs can be a highly effective Shopify customer retention strategy. A loyalty program is an arrangement that allows customers to gain advantages such as credit points or exclusive discounts in return for their loyalty toward a brand. Additionally, integrating the best Shopify discount apps can streamline the process of offering personalized discounts.
So when a new customer makes a purchase from your business, you can offer the customer a discount coupon valid on shopping for a minimum value. These types of offerings not only foster loyalty but also encourage customers to make more significant purchases with the brand.
2. Offer an Engaging Shopping Experience
Another brilliant way to improve Shopify customer retention is by offering a smooth and interesting shopping experience to your customers. When you integrate quality content into your website that provides value, you can attract customers better, leading to more time spent on your Shopify store.
Content like authentic reviews, visual testimonials, and product demonstrations can help improve the engagement rate of your website and help your brand shines online.
3. Collect and Showcase UGC
Keeping your customers in the limelight is a great way to make them feel like part of your brand’s community and gain their loyalty. Brands must focus on seamlessly collecting any type of user-generated content, such as visual reviews, ratings, or feedback created for your brand, and leveraging it lawfully on your website by creating shoppable UGC galleries and integrating them into landing pages.
By letting your customers speak for your brand, you will establish social trust and retain your customers. This strategy is highly powerful in effectively improving brand reputation and sales.
4. Improve your Customer Support
If you are looking for a strategy to retain your customers, this is where you can start. Good customer support is the foundation of a trustful brand. Aim to resolve customer issues and complaints promptly and satisfactorily to demonstrate that you value their business and are committed to their satisfaction.
By improving your customer support system, you can become more reliable and transparent as a brand, ultimately improving more confident purchases.
5. Be Responsive
Another top strategy to improve Shopify customer retention is to respond promptly to your customers. Always respond to customer inquiries, feedback, and concerns in a timely manner to show that you are attentive and responsive to their needs. Listen to customer feedback and use it to improve your products, services, and overall customer experience.
This quickness shows that you are there for your customers, keeping them in a position to trust you better and return to your brand whenever they need to make a purchase again.
6. Host Email Campaigns
Hosting email campaigns is an excellent way to improve Shopify retention rate. Brands can reach out to your customers to convey unique offerings and rekindle existing customers’ interest in your brand. You can incorporate valuable content, such as visual reviews of a product your customers have shown interest in previously or sending personalized messages with exclusive information about a certain product.
Additionally, you can also send shoppable emails that allow brands to integrate shoppable social content into emails, helping customers to buy products directly from the emails.
7. Offer Exclusive Discounts
Another beneficial customer retention strategy is to offer exclusive discounts, rewards, and incentives to encourage repeat purchases and reward loyal customers. Additionally, brands can personalize offers and tailor discounts and promotions based on customer preferences, purchase history, and behavior to make them more relevant and appealing to individual customers.
By promoting offers through email campaigns, social media, and other marketing channels brands can encourage customers to make additional purchases and continue shopping with your brand. Additionally, integrating the Shopify discount apps can streamline the process of offering personalized discounts.
8. Make Returns Easy
A complicated or inflexible return policy is one of the biggest reasons for cart abandonment in today’s e-commerce landscape. By extending return periods and making the return process simple brands can instill confidence and make customers feel more comfortable making purchases.
This confidence is a big motivator for customers to return to your store while shopping, improving the overall returning customer rate Shopify.
9. Offer Personalized Shopping
Developing personalized marketing campaigns that resonate with individual customers and address their specific needs is a great way to improve customer retention. interests, and preferences to drive engagement, loyalty, and sales.
Brands can provide personalized product recommendations in emails or via WhatsApp, provide unique offers, and content based on customer preferences, and browsing behavior to enhance the shopping experience and encourage engagement and conversions. If you design membership cards tailored to customer interests, that can also add a layer of personalization, enhancing their loyalty to the brand.
10. Utilize Social Media
Stay active on social media and maintain a solid presence by sharing quality content and customer testimonials. Brands must also stay in touch with their customers by sending messages, responding to their comments, and participating in relevant conversations to build relationships and foster community.
This activity is a great way to build a community of loyal followers on social media and redirect them to your website, where they can take action, make purchases, and stay loyal to your brand.
Must Read: 11 Best Shopify Marketing Strategies For Your Store to Increase Sales
How to Calculate Customer Retention Rate in Shopify?
Customer retention rate is a valuable metric to learn well about the number of loyal customers of your brand. After all, knowing which audiences have been with your brand since the beginning is crucial to identifying the type of customer base your business has.
Here is the formula to calculate the customer retention rate:
What Is A Good Customer Retention Rate?
A good customer retention rate varies from industry to industry and can be different for each brand, depending on the size, business model and other specifications.
However, statistically, a customer retention rate above 70% is considered above average. This means that over 70% of customers who have given your brand revenue have shown loyalty and have provided repeat purchases.
Examples of Customer Retention Strategies from Different Brands
Here are some examples of real-life brands utilizing strategies to improve their customer retention rate:
Spotify
We all know that no brand beats Spotify when it comes to building a loyal community. From releasing ‘Spotify Wrapped’ every year, which has become a major trend on the internet, to sending personalized playlists for each customer via email, Spotify’s customer retention schemes are impeccable.
The brand’s marketing strategies have built an army of loyal brand advocates. With their personalized email marketing campaign, Spotify has created an ecosystem of music enthusiasts. Here’s an example of Spotify’s personalized email for better customer retention.
Shoppers Stop
Shoppers Stop is a leading clothing store that houses 100+ global brands and lets customers shop them in one place. The brand’s customer retention strategy involves sending shoppable emails showcasing certain products in which customers have shown interest.
The images integrated in the email are shoppable and redirect the customer to the product’s page instantly, allowing them to make their purchases more seamlessly without much navigation. Shoppers Stop’s emails are prime examples of sending actionable emails to customers based on correct data, such as purchase history, to retain their loyalty.
Must Read: 10 Best Shopify Apps For Clothing Stores in 2024
Reina Olga
Reina Olga is a popular swimwear brand that offers a range of stylish bikini sets and swimsuits for women. The brand’s customer retention strategy focuses on leveraging user-generated content to provide potential customers with inspiration and existing customers with a sense of belonging with the brand.
Reina Olga has integrated a shoppable UGC gallery on their homepage that showcases customers’ images of the brand. The brand’s hashtag #ROGirls is mentioned on the homepage and urges customers to post content using the same hashtag to get featured on their website. This strategy has helped them boost 3X user-generated content and helped them establish exclusivity.
Conclusion
To wrap up, implementing the provided Shopify customer retention strategies can substantially grow your brand. There are many reasons why customer retention is essential for brands today—the most important one is building effective customer relationships that provide fruitful results for a lifetime.
In this article, we have discussed the importance of customer retention for Shopify businesses today and the top strategies that can help you improve customer loyalty to your brand.
FAQ
Retention KPI or Key Performance Indicators is a metric that measures the ability of a business to retain its customers over a specific period, based on customer loyalty and satisfaction.
Customer retention below 60% is generally considered low or poor. It indicates a higher rate of customer churn and potential customer satisfaction and loyalty issues. A low customer retention rate directly correlates to customers not staying loyal to the brand.
Customer churn refers to the percentage of customers who stop doing business with a company after just one purchase or do not stay loyal for a long time. It indicates the rate at which customers are lost or “churned” away from a business.
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