4 Techniques to Succeed in Retaining your Customers

What is Customer Retention?
Before we go through the strategies for retaining customers, let us
first understand what actually is a customer retention?
‘Customer Retention’ is the rate with which we measure how
an eCommerce company is taking care of its customers over a
duration. After all the business is for the customers and the success
can be measurable through the customer satisfaction and retention.
Prepared By : M-Connect Media

• If you have a low retention rate, then you must what is going
wrong with your process.
• On the other hand, if you have a high retention rate, you should
make a strategy to maintain that rate.
Customer Retention Rate

How to Retain the Customers?
It is difficult to retain the customer if any of you is not paying
attention to another.
•For retaining your customers, you should have an exceptional user
experience, connection & communication with your customers and
education.

Techniques to Retain Customers
Here, we have included 4 techniques which will help
you in retaining your customers.
1.Find Out and Focus On Your Target Audience
2.Seek and Act on Customer Feedbacks
3.Boundless Improvement of User Experience
4.Apt Message after Sale

Find Out & Focus on Target Audience
• The first step which needs to be focused before actually
planning the customer’s retention is that an eCommerce
business needs to find out and focus on their target customers
as well as existing loyal customers. When you create the plan for
customer’s retention keeping in the mind your target audience,
it gives more profit or ROI than focusing on your new or
average customers.

Focus on Target Audience (Cont..)
• To identify your target customers, you can check the metrics
such as Purchase frequency, Customer Lifetime value, Price
sensitivity, Average order value etc.
• To increase the retention rate and conversion rate, you also
need to find out the annual rate of people leaving your site or
subscriptions or memberships.
• If you want to customize the retention process then you have to
track the purchase behavior of your customers.

What to Do?
•To enhance the conversion rate of your brand, you can use the
Net Promoter Score method. This will let you know about people
who like your products and services (promoters), people who
don’t like your products and services (detractors) and people have
neutral experience or perspective (Passive) about you.
•This will help you find out the group of people on whom you
could focus more for retaining them on your website.

Seek and Act on Customer Feedbacks
• The companies who take the customer feedbacks and reviews
seriously, become successful as compared to the customers who
don’t take that into account. A customer review not only help
to get your company credibility but it also helps to increase the
conversion rate and build trust.

(Cont..)
• This happens because any new customer will first check the
review before they purchase your product. They will believe in
the review or feedback from others.
• Taking down the surveys or feedbacks from your customers
after they have made a purchase gives an opportunity to see the
pain points in real time and help you to see the areas of
improvements.

(Cont..)
You can ask for an on-page-survey depending on the
following factors:
•Duration on the website
•At the step of “adding the items into their carts”
•Number of webpages browsed
•These feedbacks can help you to know the points using which
you can retain your customers.

What to Do?
•Take down all the feedbacks seriously whether it is a positive or a
negative one. If you have received a negative review, then take that
into consideration and correct your mistakes.
•This will increase the chances of building more customer faith in
you.

Boundless improvement of user experience
• For creating and improving the customer experience, it takes the
data for feedbacks and user’s site activity or purchase behavior.
But for this, you need to have not the best technology but also
upgrading systems.
• When you determine the satisfaction level of the customers
once they have made a purchase from you, it also reveals how
they interacted with your site, happiness they got, experience
they had and loyalty they have towards your website.

(Cont..)
• If you want to provide the exceptional shopping experience to
your customers, then you have to make sure that you prepare
and follow a personalized approach. It not only gives them a
personal touch but also connect with them emotionally. And
this will give you long term loyal customers and increasing sales
rate.

•To make a personalized touch, you can find out about the
emotional motivators and execute your motivation plan.
•Let us consider Ease and Convenience as the emotional motivator
for your targeted customers. You should use such messages or
designs which offer ease and convenience to your customers while
they are shopping from your website.
(Cont..)

•For Example :
Nettleton Shoes, have a special section on their website which
offers a chance to try their 1-2 pairs of shoes at their home before
they actually take the decision of buying those.
(Cont..)

What to Do?
You must concentrate on providing a personalized and emotional
touch to your customers. The emotionally connectivity between
the business and customers ultimately establishes the trust factor
and improves the sales.

Apt Message after Sale
• Before you send the emails or message after a sale, you should
know about the purchase history of that particular customer.
Don’t send a post sale message just after a week of a purchase. It
will not look relevant or it will be too early for those messages.
• You can send an email or message regarding cross selling
products as per the customer’s purchase history or behavior.

Apt Message after Sale (Cont..)
• For Example:
Amazon has sent a post-sale email to its customer which also
included cross selling products.

What to Do?
• In order to retain your customers through post sale messages is
to send them cross selling products, new items in the same
category or reminder of consumable products.
•This will help you keep the track of their purchase and also
connect with them.

Conclusion
• You may have some shortcuts to succeed in retaining your
customers. But those shortcuts will not last long. You need to
seek the data and take it seriously for creating the customer
retention strategy. Don’t forget that if you are successful in
retaining your customers, then those customers will bring value,
sales and success to your business.
• However, understand and learn from the points discussed in
this presentation and retain your customers.

Do you want more sales, more profit?
For an eCommerce business, it is very crucial to gain credibility
and popularity. And you can achieve that through your loyal
customers.
So, what do you do to retain your old/targeted
customers?
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/. You can also share your suggestions or points and ask the
questions via comments also. We would be happy to talk to you!

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