While many e-commerce businesses today focus on customer acquisition to drive profitability, others have found success by choosing to prioritize customer retention. In fact, new data from Yieldify’s “Personalization After COVID-19” report reveals that customer retention is now a top goal for 59% of e-commerce websites, overtaking acquisition (45%) and conversion (55%).
Even within the context of the Philippine e-commerce sector, this trend is not difficult to understand when you consider that it’s significantly more cost-effective to cultivate long-term relationships with existing customers than to acquire new ones. Moreover, loyal customers tend to spend more over time, provide valuable word-of-mouth marketing, and contribute to a stable revenue stream. It’s with awareness of these advantages that modern e-commerce businesses focus on cultivating repeat business to pave the way for sustainable growth.
Of course, customers return to an e-commerce business for various reasons beyond just the quality of the products and services they purchase. As online markets grow more competitive, consumers will be looking for differentiating factors like memorable shopping experiences and excellent customer service. Here at Maya Business, we’re dedicated to helping you build an online store that customers will return to again and again. Read on for some tips for creating a loyal customer base that will be happy to support you for years to come:
Improve Your Checkout Process
The checkout process is the final touchpoint in the customer’s journey through an e-commerce site, and it’s often what can make or break their whole experience. When the process is intuitive and straightforward, customers are less likely to encounter frustrations that could deter them from finalizing their orders. As such, be sure to make checkout as easy for your customers as possible by reducing the number of steps they need to complete to place an order. Most users will also appreciate it if you offer guest checkout options instead of requiring them to make an account on your site.
Investing in a reliable payment processor that accommodates multiple payment methods is another surefire way to optimize checkout at your store. If your business operates in the Philippines, for example, you’ll find no better payment gateway solution than Maya Checkout. In addition to traditional credit and debit card payments, Maya Checkout also takes e-wallet payments and QR Ph payments to accommodate a wide range of customer preferences. Its secure and user-friendly interface ensures that every transaction is smooth and reliable, which can help encourage trust.
If you’re particularly in need of a trustworthy Shopify payment gateway, rest assured that Maya Checkout also integrates seamlessly onto the Shopify platform via a simple, user-friendly plugin. The setup process is designed to be simple and quick, even for those without technical expertise, so you can immediately enjoy all the solution’s benefits with minimal downtime. Your customers will enjoy a hassle-free purchase process, and you’ll soon discover for yourself what makes Maya Checkout the payment gateway Shopify users depend on.
Personalize the Shopping Experience
Online shopping, while undeniably convenient, can also feel removed and impersonal. Hence, many of your customers will appreciate your going the extra mile to provide a more tailored shopping experience. Leveraging data analytics will allow you to offer tailored product recommendations, personalized email campaigns, and even special offers based on past purchases and browsing behavior. This approach sends the message that you’re paying attention to what your customers want and need, which, in turn, may increase the likelihood of repeat purchases.
Implement Loyalty Programs and Incentives
Loyalty programs and exclusive incentives send the message that you recognize and appreciate your customers’ continued patronage. Because of this, they’re powerful tools for encouraging repeat business. Some popular ways to incentivize repeat purchases include points systems, tiered rewards, and exclusive discounts, among others. You might also offer early access to sales or special promotions to make your loyalty program stand out. The key is to make returning customers feel valued and to provide them with tangible benefits that keep them coming back.
Provide Excellent Customer Service
Any successful business can testify that exceptional customer service is a major contributor to customer retention. Customers will naturally feel more comfortable coming back to your business if they know they can depend on you to address any concerns they have promptly and effectively. Start by offering multiple channels for customer support, such as live chat, phone, and email, so that customers can reach you in their preferred manner.
The quality of the customer service experience that your business offers is directly dependent on how well-trained your team is. Teach all staff members to handle inquiries professionally and empathetically, so that when the time comes, they have the skills and knowledge needed to turn potentially negative interactions into positive ones. Make it standard practice to follow up with customers after their issues have been resolved, as this strengthens trust and can incentivize them to continue shopping with you.
Encourage Reviews and User-Generated Content
Reviews and feedback from happy customers will make your e-commerce store look more credible and trustworthy to those who are new to your brand. These reviews serve as social proof that your business provides quality products and services, and they can also help potential customers make more informed choices before buying. User-generated content, such as photos and testimonials, adds authenticity to your brand and can help transform your customer base into an active, supportive community.
To motivate customers to leave reviews, simplify the process as much as you can. Integrate quick and user-friendly survey tools onto your website itself, so your customers won’t have to navigate elsewhere to leave their comments. You might also consider offering incentives, such as a small discount on a future purchase, to express your appreciation for the feedback you receive.
Secure Your Customers’ Long-Term Loyalty with Maya Business Solutions
Today’s customers are more than willing to establish strong, loyal relationships with e-commerce businesses that prove they deserve it. Sign up for Maya Business today and you’ll gain immediate access to our suite of cutting-edge business solutions, which you can then leverage to provide a one-of-a-kind shopping experience.
A Maya Business account lets you open a Maya Business Deposit account and use it as your settlement account. With an industry-leading 2.5% per annum interest rate, you’ll earn PHP 25,000 in interest per year on a PHP 1 million deposit. You’ll also get to send money to your partners and suppliers for free via InstaPay and PESONet, which can net you significant savings in the long run.
A Maya Business account also qualifies you for a no-collateral Maya Flexi Loan offer of up to PHP 2 million in just 3 months, opening up a helpful funding source you can use to develop your business further. Just use Maya as your primary processor for all wallet and card payments. The more you use our solutions, the better the loan offer will be.
Maya Business solutions give you a resource-efficient way to improve operations and drive repeat business at your online store. Sign up with us today!
