I had to upgrade one of my infrastructure services for Repeat Customer Insights. It out-grew the plan it was on. Instead of just locking me out or upgrading me automatically, their support reached out to me. We ended up having a conversation about trying to squeeze back into the old plan but I still couldn’t …
Tag: customer loyalty
Spend more on retaining your existing customers
Many stores spend a lot of resources on customer acquisition. How much does it cost on average? What about an online store customer vs POS vs Facebook? Does it increase over time or stay within a band of costs? But acquisition costs are only part of the picture. You’ll want to look past the first …
Get your loyalty program setup now so it can help you by Black Friday
Now would also be a good time to start setting up a loyalty program. Get it in place now so you can start to get some experience and see how your customers respond to it. Take what you learn over the next three months and use that during the holiday season (e.g. “double the rewards points …
Squeeze a bit more trust into your Shopify store
I’m going to plant some squash and chia in one of the garden beds. Both plants that need a lot of heat to grow. With spring just getting started, that bed is empty and will be empty for another month at least. So I planted a 100 or so radishes in it. They’ll keep the …
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 …
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 …
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 …
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. …
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, …
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. …