customer retention strategykeep your customers shopping
for forward-thinking DTC brands
THE TRUE VALUE OF CUSTOMER RETENTIONto drive customer loyalty, build repeat business and ultimately profit
It's a great feeling knowing people are visiting your site and shopping. A wonderful feeling. What about when that customer comes back? Again and again? That's when you know you're doing something special. There's a connection. Your product and your marketing just works.
It's my job to help you not simply win new customers, but to keep those customers loyal, talking about you and ultimately, shopping again.
Customer Retention is the ecommerce growth strategy. Most online retailers pile money and all attention into paid ads to drive acquisition. It makes sense until you realise the value of keeping customers over simply acquiring customers. They miss the immense opportunity that a clear customer retention strategy can bring. Both before and after the first purchase.
I partner directly with ecommerce clients to help review, build and optimise their customer retention strategy and evolve their business model. From order success onwards we will personalise each and every customer touchpoint to build loyalty, learn from your customers and earn the right to motivate your customers to shop again.
We'll dig deep into customer data to help you fully understand your customer lifetime value and build a route to greater profitability for your ecommerce brand.
We'll learn the value of retention-focused copy. Shifting away from the 'rush to sell' to the 'help to buy' mentality. It's a powerful conversion skill.
We'll also learn how to use customer insights to improve your customer acquisition process. To build a better shopping experience and deliver a truly customer-centric model to your marketing strategy.
Make the shift and evolve from a pure focus on acquisition to where the real money is made in ecommerce - customer retention growth.
Ian RhodesEcommerce Customer Retention Specialist
INCREASING CUSTOMER LIFETIME VALUElet's future-proof your ecommerce brand
Retention marketing is the make or break of your ecommerce success. For many, it’s where the money is made. Let’s discover how to drive customer retention making better use of marketing technology, personalising the post-sales experience and giving people a reason to talk about your brand.
I will work with you to plan and action key retention drivers for your business including:
- Customer Lifetime Value (CLV) benchmarking and measurement
- Existing customer retention strategy audit & review
- Post-sale delivery communication & welcome sequencing
- Product unboxing advice and recommendation
- Repeat customer voucher & discounting strategy
- Remarketing to existing customers
- Business model evolution from high value, low repeat to high repeat, high loyalty
- Mastering the ease of customer returns and exchanges
- Earning vital customer feedback
- Building customer communities
- Email segmentation and flow sequences for VIP customers
- Customer loyalty programmes
- User generated content
- Ecommerce marketing technology review & recommendation
- Friend referral programmes
- Reward programmes
- Subscription business model strategy
- Email newsletter segmentation & strategy
- Timed win-back campaigns
- Seasonal campaign strategy
Your work in retention will transform the success of your customer acquisition work. Develop a greater understanding of your most valuable customers - loyal, motivated and profitable.
are you rewarding loyalty?motivate your customers to stay with you
Customer retention and loyalty should be central to your growth strategy. Most ecommerce brands ignore the opportunity to drive significant profitable growth through their existing customer base.
Inspire your customers to share their experience with your brand and significantly impact the opportunity word-of-mouth marketing will provide your ecommerce brand.
Do what your competition won’t. Start building your brand less ordinary through a fresh focus on how you retain your existing customers (without the need to trash your prices)