A Repeat Customer Insights customer emailed me a great question that every shop should think about:
What do you see is the best way to increase the first repeat purchase rate?
The first repeat purchase rate is the most critical because what happens there determines if a customer will only be a one-time customer or turn into a repeat customer.
There's a lot of things you can do depending on what you already have in place.
The most impactful ones are:
- New customer welcome campaign
- Win-back campaign that triggers right around the latency shown in the 1st-2nd order (i.e. if they haven't placed the 2nd order by this time, email them)
- General keep-in-touch/awareness campaigns
- Proactive customer service e.g. contact them a few days after delivery to check in, contact them near that latency time to see how they've been
You can find out your store's repeat purchase rate along with other purchasing metrics by installing Repeat Customer Insights.
Eric Davis
Analyze your customer's behaviors before they defect
Your customers aren't yours forever. Some might have defected today, never to be seen again.
You need to analyze your customer behavior so you can reach them before they defect.