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Why Loyal Customers Are Key to Your E-commerce Business and How to Boost Loyalty

Joanne Goff
August 18, 2021

At btwn, we understand the significance of loyal customers for any e-commerce business. Increasing customer loyalty is a crucial consideration for any company, and we offer a referral program to help achieve this goal. With btwn, customers are rewarded for referrals and repeated purchases through loyalty stamp cards. Keep reading as we explore why loyal customers are essential for your ecommerce business and some effective strategies to boost loyalty.

Why are Loyal Customers So Important For E-commerce Businesses?

Businesses of any type should prioritize building a network of loyal customers. Here are just a few of the top benefits you'll experience from having loyal customers.

Stops Customers From Moving Between Businesses

A major reason to build loyalty is to prevent customers from switching between businesses for their purchases. With the growth of the internet, it's easier than ever for customers to move from one business to another. However, by establishing customer loyalty, you can ensure they'll return to your site over and over again.

Higher Average Order Value and Lifetime Value

A loyal customer is much more willing to spend money at your store since they already know the quality of your products. This means that the average order value usually increases, as well as the loyal customer’s lifetime value. These two figures can have a huge impact on your overall earnings, which is why customer loyalty is so crucial.

Brings in New Referrals

Loyal customers are likely to spread the word about your company to their friends and family, bringing in many new referrals without the need for extra marketing efforts to discover new customers. With a referral and loyalty program like btwn, your customers are rewarded for referrals and repeat purchases, making them more inclined to return to your store and refer their friends.

The Cost of New Customer Acquisition

As an ecommerce business owner, you're well aware that the cost of acquiring new customers is high in the industry. Unless you happen to sell high-ticket items, it's unlikely for an online retailer to break even with a one-time shopper. That's why it's critical to focus on obtaining loyal customers, as they can help lower the long-term cost of customer acquisition.

Tips to Boost Customer Loyalty

Now that you know some of the key reasons to work on building a loyal customer base, let’s take a look at some of the best ways to increase customer loyalty.

Loyalty Stamp Program

If your competitors don’t have a loyalty stamp program set up, but you do, this can be the reason that new and loyal customers choose your business. Here at btwn, we offer a referral and loyalty program that rewards customers for referrals and repeated purchases. This is one of the easiest ways to boost loyalty, and it is quick and simple for you to implement.

Focus on Your Customer Service

Quick, convenient, and empathetic customer service is the key to attracting loyal customers. If you’ve ever found contacting an e-commerce business a hassle, you know how frustrating this interaction can be. Working to respond in a timely manner to every question you receive is crucial for good customer service.

Invest in Customer Service Tools

Spending time and money on customer service tools will benefit you in the long run. For example, a referral program like btwn will encourage your customers to refer their friends and family to your business. Additionally, consider the database you are using for contacting customers and upgrade to a better CRM system if needed.

Reward Your Customer

A loyal customer deserves to be rewarded, so ensure that you're offering them benefits to return to your store. You could run specials for return customers or offer them a sneak peek at your upcoming releases. Work to make them feel valued and offer loyal customers more than a one-off customer would receive. At btwn, we provide merchants with customer engagement tools such as coupons and invitations, which are the perfect way to reward a loyal customer.

As you can see, there are so many simple ways to boost your customer loyalty. Here at btwn, we are passionate about rewarding loyal customers and will offer you all of the tools you need to build loyalty for your e-commerce business.

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