Tag: loyalty

Do the work today for repeat customer success in the upcoming months

The work you put in today with customers, will benefit you in the upcoming months. Spending time to connect, answer questions, or write emails to new customers and newly ordered customers is one of the best ways to build repeat customer behavior. Ignored or confused customers might not return an order but they definitely won’t …

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For more repeat customers, focus on getting second orders

Customer buying behavior shows patterns when you look across your store as a whole. One behavior that successful stores show is a high number of new customers coming back for a second order. It makes sense too. Every loyal customer started out as a new customer who bought again and again. Getting that new customer …

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Last chance customer service

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 …

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Loyalty starts with delivery

With Shopify’s acquisition of Deliverr, fulfillment has been on my mind and it definitely has me a bit concerned. The last time I had an order problem from a Shopify store was when the Google address auto-filled in the wrong address and I didn’t catch it. I had to send the store one email and …

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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 …

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“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 …

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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 …

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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 …

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