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Customer loyalty is the difference between a brand that thrives and a one-hit wonder. Experts suggest that 43% of consumers spend more time with brands that they are loyal to, which often results in more conversions and increased site engagement.
As we step into a new era of online shopping, brands continue to compete to hook their customers and lead them to the checkout. However, many of these retailers forget about their consumers as soon as they leave the checkout.
For brands looking to improve their customer loyalty in the retail sector here in Europe and abroad, don’t worry. We’ve got you covered. Here are eight ways to improve your customer retention in 2024.
1. Customizable shopping experiences.
Did you know that 62% of consumers are more likely to interact with your brand if you provide a customizable shopping experience?
Leveraging data from your consumers’ previous interactions with your website can help enhance the shopping experience. Using a smart set of algorithms based on purchase history and product engagement, brands can tailor their promotions, target their marketing, and offer personalized offers to each customer to keep them coming back.
A great example of this comes from clothing retailer StitchFIX. Considering a customer’s shopping patterns, they use age, location, gender, and first-party data to craft the perfect customizable style recommendations for all occasions.
Each and every user can enjoy personalized outfit matches based on their style interests and color preferences.
2. Omnichannel optimization.
Online shopping has become a multi-platform affair in recent years.
As we swap brick-and-mortar shopping for online scrolling, omnichannel optimization is essential to keeping consumers coming back.
Ensure that your brand has a voice on popular social platforms like TikTok and Instagram. On these platforms, customers can be retargeted with adverts and a quick call-to-action to return to the online store for continued conversions.
3. Loyalty programs.
One of the most obvious ways to improve customer loyalty is to introduce a robust loyalty program to your online brand.
Providing repeat consumers with the chance to win offers and discounts if they sign up for a reward scheme is a brilliant way to keep them engaged long-term. Seventy-five percent of consumers are more likely to favor a brand with a loyalty scheme or program.
Take Pacifica Beauty, for example. Their loyalty program features a pop-up display that subscribers can see when they browse the brand’s website.
Here, they can track reward points, offer codes, and personalized favorites for an enjoyable online shopping experience.
4. Electronic POS systems.
If you want to improve customer loyalty, you must make the entire customer journey with your brand flexible.
If you run a brick-and-mortar store alongside your eCommerce brand, it’s crucial that you combine your in-store data with your online customer data to enhance the customer experience and increase retail sales.
Investing in a modern POS system that facilitates transactions and stores customer purchase data is an easy way to keep up with your buyers’ engagement with your brand.
This stored data can then be used to tailor your buyer’s experience online, allowing for seamless interactions between physical and digital stores.
5. Enhanced customer support.
If your brand can provide exceptional customer support via 24/7 chatbots, sales phone lines, and AI-powered virtual assistants, you’ll quickly build loyalty amongst trusting customers.
Another way to ensure that your customers trust your brand enough to stay loyal is to open up an area for customer reviews on-site. This enables a lead to see real-life opinions and your replies as a brand, working to fix any potential issues with products, delivery, etc.
6. Interactive content.
Ensure that your shopping platform is exciting to interact with if you want to keep your customers coming back. One way to do this is to introduce interactive features to the shopping experience.
These include animations, virtual try-ons, quizzes, and more. The more you get involved with your buyer’s browsing journey, the more likely they are to stick around and convert.
Take Sephora’s virtual try-on app as an example. Using AR, the app allows customers to try on makeup shades and colors before purchasing.
This builds consumer trust and encourages them to try before they buy products in the future.
7. A simplified checkout process.
Creating a user-friendly checkout process is a brilliant way to retain customers and build trust for the brand.
There’s nothing worse than a complicated checkout process. Customers want to enjoy simple, one-touch payment options such as Apple Pay or PayPal that immediately facilitate a fast transaction.
One way to encourage loyalty during the checkout process is to offer customers the ability to make an account and save their details for next time. For convenience alone, you’re likely to get hundreds of sign-ups to avoid a lengthy payment process in the future.
8. Maintain ethical standards.
Online brands should work hard to incorporate ethical practices into their online store strategy, especially if they want to attract and retain customers in 2024.
Don’t just take our word for it. According to experts, nine in 10 customers now actively choose to purchase from brands that ethically source their products. This includes the use of materials, how a product is made, and how it is transported.
Therefore, if you want to stay relevant to your target demographic and encourage them to jump on board long-term, you must show a willingness to adhere to their sustainable values. This enhances your reputation as a brand and encourages customers to grow with you.
Wrapping Up
Did you know that your chances of acquiring a new customer are just 5% to 20%? If you nurture your existing consumers, your chances of reselling could rise up to 70%.
Fortifying your customer loyalty strategy using these eight tactics can help your brand capture long-term eads and stay competitive in the online selling arena.