Customer Retention on Your eCommerce Site

Disclosure:  This is a guest post.

Do you want to keep customers coming back to your ecommerce site? If you have decided to start an online store, you probably already know that the most important thing that you can do is to work hard to get as many of these repeat customers as possible. They make it far easier to sell new items, they give you a revenue stream that is consistent enough to count on, and they make it so that your business can thrive. How should you go about doing this? There are many ways, but these should be at the top of your list:

Utilize Excellent Customer Service

You always need to focus on good customer service. It can be the difference between getting a customer for life and losing them for good. If they get a bad product – one that slipped through with a defect, for instance – they are already going to be on the verge of never buying from you again. If they then call you and feel like your customer service is terrible, that’s the end of their business with you. If they call and you are very helpful, they will be glad to overlook the incident since they got what they wanted in a way that showed them that you cared about their business.

Make Sure That Your Site is Easy to Navigate

This sounds obvious, but the problem is that you may be too close to your site to see how hard it is to actually use. Sometimes it helps to bring in a consultant. Make sure that you focus on navigation and ensure that it is easy for people to find new products and the products that they are looking for. Remember that there are many online stores out there. If they come to yours and cannot find what they want, and very quickly, they will probably leave to find it somewhere else. While having given them high quality products in the past can help, a poor site design can still be a hinderance.

Connect with Them in a Positive Manner

Finally, you want to connect with your past customers. However, if they feel that you are just sending them spam, they are not going to be that likely to come back. Rather than sending the same emails to everyone, tailor each email to each customer. Give them notices about new products that they may actually like, based on the purchase they made before.