If you’re lucky, customers will tell you when they’re about to defect. Usually through a bad interaction with customer service. Let’s back up a bit though. Most customers don’t want to go someplace else. They just want a store to fulfill their need or solve a problem. When they buy a product, if it meets …
Tag: customer loyalty
Retention-first
Awhile back the idea of “mobile-first” websites started to grow. It meant a change in how websites are build. Instead of building a website for a regular desktop user and then trying to shrink it all down to fit on a phone, developers would build the phone-sized system first and then scale it up for …
“Tamales for sell. Tamales.”
While out this weekend, I heard the local tamale guy yelling. He or the women who works with him are out now and then with a push cart selling tamales. They’re both loud enough that you can hear them a quarter mile away. The first time I heard them, I had no idea what they …
Should you design a loyalty program around 5 orders or 10 orders?
When you start to build a loyalty program, you have a ton of decisions to make. One is if you want to offer different levels of rewards and if so, what should those levels be. You can make a guess and use something like 10 orders but that’s probably going to be too low or …
Gift options for your top-spending customers
Julie replied to my article about finding loyal, high-spending customers with a question: I’d love for you to do a follow up email explaining what to do with or for (gifts?) those high spenders in our store(s). What you use for gifts will depend on a lot. Your merchandise, margins, and shipping costs will determine …
Loyalty programs are not required for loyal customers
You’re not required to have a loyalty program to have loyal customers. The programs are just one way to organize different incentives you offer to customers. Instead of different deals or coupons, the customer would typically earn points that they can use to buy an incentive they want. Customer loyalty goes deeper than how much …
Take care of loyalty problems before they turn into weeds
I’ve been procrastinating weeding the front planting strip for the past couple of months. I told myself it’s fine because it’s still very wet and cold here. Then I went for a walk a couple of days ago and saw some troublesome weeds starting to flower and set seed in the middle of freezing weather. …
Loyal customers who just reordered are prime candidates for high-touch customer service
Yesterday I wrote about finding loyal customers who spent the most. Another angle is to find loyal customers who just ordered. This could be useful for a 1-on-1 phone call or follow up to build loyalty. The Loyal and VIP automatic customer segments in Repeat Customer Insights are very similar so instead of using the …
Using Recency and Frequency to measure customer loyalty
In Repeat Customer Insights there are a few insights you can pickup by comparing the Recency-Frequency (RF) Grids. The segments to the top right are the best for repeat customers, the ones to the bottom left are the worst. If segments to the right are increasing (higher Frequency), that’s a sign that new customers are …
Spot customer acquisition issues with the Customer Grid and RFM
Comparing the Customer Grids in Repeat Customer Insights can help you spot customer acquisition issues. The New and Promising New segments include customers who have only purchased one time. Their main difference is how recently they purchased. Comparing them month-to-month, you’ll want to check their counts. If the counts are increasing, you’re acquiring more new …