Yesterday I was asked by an author for a quote about retention that I wanted to share:
What is your #1 tip to improve customer retention for an eCommerce store?
Make sure you're sending emails to new customers that eventually leads them to make a second purchase. Don't assume they'll come back, they won't. This first to second purchase is the largest barrier to customer retention, solve it and everything else becomes easier.
Those three sentences summarized years of research I've been doing for Repeat Customer Insights.
Small stores, big stores, and huge stores. They all have that same problem of the 1st to 2nd purchases and it's such a powerful place to focus your resources on.
It's a hard problem to solve sure, but once you do... watch out. Even incremental improvements stack nicely.
If you haven't installed Repeat Customer Insights yet, the Entrepreneur and Growth plans include the Customer Purchase Latency report which break down the 1st to 2nd purchase metrics automatically. It makes it easy to see how you're doing and if you've improved over the years.
Eric Davis
Refine your automated marketing campaigns with better timing
When building any automated marketing campaign that sends messages over time, you need to know how long the campaign should be and how long to delay the messages. The Customer Purchase Latency metrics calculated by Repeat Customer Insights can help you figure out that timing.