Many online retail brands understand the importance of retaining existing customers and don’t know how to retain customers. According to a survey conducted by Yotpo, 70% of respondents expressed that they perceive the customer retention rate as beyond their control, and they fear that it would worsen if they were to cease their promotional efforts.

In reality, while this figure may seem uncontrollable, marketing professionals know how to increase and maintain customer retention rates and dismiss the notion that customers will naturally come back simply out of fondness for the brand, as this approach proves to be ineffective.

"Appreciating the value of customer feedback and creating a holistic customer profile are essential tactics for achieving prosperity in the online marketplace." - Jimmy Lee

Don't Let Customers Pass by Your Brand Like a Breeze

1. 5 Reasons Why Returning Customers Decide Against Making a Purchase

Many sellers know the importance of retaining customers but don't know how to manage it

In the era of Industry 4.0, customers consider multiple factors when making decisions. However, they are sure to exclude certain shops from their thoughts if they encounter these five shortcomings. We hope you can apply this strategy to attracting and retaining customers:

1. Lack of personalized communication: They seek a trusted companion who understands and addresses their specific concerns, and the seller is ideally positioned to fulfill this role
2. Inconsistent or inadequate customer support: When they encounter difficulties or have questions, they expect prompt and reliable assistance from the seller.
3. Lack of customer appreciation and rewards: When sellers fail to show appreciation or offer incentives, customers may feel undervalued and be more inclined to explore alternatives that provide a more rewarding experience.
4. Failure to stay relevant and innovative: If customers perceive that a seller fails to keep up with market trends or offer innovative solutions, they may switch to more exciting and up-to-date competitors.
5. Ignoring customer feedback: Sometimes, customers have to go through too many steps to report issues with a seller's product or service. Most online shoppers prefer silently abandoning a brand rather than providing feedback.

In order to retain customers and avoid being replaced in today's highly accessible environment, sellers must learn five key secrets to effectively retain their existing customer base. By implementing these strategies, sellers can significantly improve their chances of maintaining a strong relationship with their customers and ensuring their continued loyalty.

2. Unlocking the Secrets: 5 Ways You Can Boost Customer Retention and Bring Them Back to Your Product/Service

Unlocking the Secrets: 5 strategies You Can Boost Customer Retention

Online shops can indeed increase customer retention rates, and the statistics in the last statement may surprise you as they highlight a significant missed opportunity in your sales efforts.

1. Personalized Communication & Support: By understanding and addressing individual needs, sellers can build strong relationships with customers, ensuring they feel heard and valued throughout their journey.
2. Implement a Loyalty Program or Promotion: By offering exclusive benefits, discounts, or rewards, sellers can show their gratitude and create a sense of value for customers.
3. Focus on Customer Experience: By prioritizing the needs and preferences of customers, sellers can create positive interactions at every touchpoint.
4. Upgrading and innovating products and services: By introducing new features, enhancements, or even entirely new offerings, sellers can cater to evolving customer needs and preferences to generate interest and excitement among customers
5. Regularly Engage with Customers: By staying connected, sellers can keep customers informed about trends, new information, and updates related to their products or services. Additionally, actively monitoring and addressing customer feedback helps identify and resolve issues promptly, demonstrating a commitment to customer satisfaction. This proactive approach to customer engagement fosters trust, and loyalty, and strengthens the overall relationship between the seller and their customers.

A recent survey conducted by Yotpo with 550 participants aged 16 and above revealed that, 58% of shoppers on average tend to read 3-5 product reviews before making a purchase decision. With unfamiliar brands, 49% of shoppers often make a purchase only after finishing between 5-10 reviews, while surprisingly, 34.7% of them remained unsatisfied even after reading those reviews and eventually go on to read 10 more before making their final decision.

Unlocking the Secrets: 5 Ways You Can Bring Customers Back to Your Product/Service

From these numbers, it is evident that sellers need to serve quality products and good services to buy trust from customers alongside building up their name on digital platforms. When customers have their needs satisfied and give out their trust, they will make purchasing decisions. Therefore, creating features that facilitate customer-seller interaction and product evaluations is essential.

3. Global Sales with papmall®: Introducing a Product Review Feature - the best way to retain customers

papmall introducing a product review feature

The product & service rating as well as reviewing features is one of the hottest trends in the online shopping market, enabling customers to interact directly with sellers to resolve shopping and usage issues. When a brand receives feedback, it gains a better understanding of its customers, allowing for improvements in products and services in the future. Recognizing the importance of this feature, papmall® has incorporated it into every shop registered on the papmall® e-commerce platform. “By offering a feedback feature, we empower both customers and sellers to enhance their shopping experience and this is the best way to retain customers.” - papmall® Team.