Tag: customer loyalty

Simple and honest loyalty offers can be effective

We’re members in a local store’s loyalty program. They sent out an email last week, it was short but it thanked us for supporting them during the pandemic and gave us a small coupon. Nothing groundbreaking or innovative. Just a reason for the email and a simple loyal customer offer. You don’t have to have …

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Communities can be a sharp knife, both useful and dangerous

Some industries foster communities. If you sell surfboards, blenders, or crafting tools, you already know your customers talk to each other. In these communities they share ideas, help each other, and recommend products and services. They also report on bad products and experiences. More and more communities are forming now as there is no technical …

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A simple rule of thumb for repeat customers

A lot of customer retention and analysis can get complex and confusing fast. But there’s one rule of thumb you can use to tell if you’re doing a good job keeping customers coming back: At least 1 of every 4 customers should be a repeat customer. If that’s not happening, you’re going to want to …

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Too busy for customer retention

I heard from a Shopify store that they are too busy for customer retention because all their time is focused on customer acquisition. They didn’t realize that they were the ones creating the problem with their business. When you ignore customer retention, customers will leave. Some might stick around but those will be the minority. …

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Using product education to attract new and retain repeat customers

A couple of months back I happened across a native flower that only grows in our area. It’s also the main source of food for various butterflies, including an endangered one. The store I learned about it from wasn’t selling it any longer but they did list their supplier in their product description. Their supplier, …

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Get 1 out of 3 customers to buy again

In Repeat Customer Insights I code in some industry statistics to make it easier to compare your Shopify store to ecommerce as a whole. The percentage of customers buying again (Repeat Purchase Rate) is about 27% which means an average store will get 1 out of 4 customers to buy again. Some stores are better. …

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Should you ever take 0 profit on orders to build customer loyalty?

I was thinking about something the other day. Is it ever worth taking zero profit on an order for a repeat customer? For a new customer it’s different (e.g. loss leader strategy). It’s riskier as you don’t know if they’ll reorder or have customer service issues that end up costing you. It can work, but it …

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Discontinuing a product line can cause customers to defect

Every year I have to buy a new phone case. Not because I’ve upgraded my phone, it’s because I’ve worn out my old case. Spending $20-$50 per year to protect a $600 device makes sense. But it’s a hassle because every year as it gets harder and harder to find the ones that fit. There …

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How to identify, track, and retain repeat customers in Shopify

A Repeat Customer Insights customer was asking me last week how to identify, track, and keep their high-repeat buyers. My answer is specific to the app but you can still follow it if you have a way of measuring customer purchases and grading them by how recently and frequently they order. The app uses the …

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