Attract, Delight, Repeat: How To Turn Ecommerce Buyers Into Repeat Customers

Growing an ecommerce business relies on having a strong customer experience and offering excellent products for the right price.

While the competition may be able to mimic your product or undercut your pricing, you always have total control over your customer experience. So what can you do to improve it?

In this webinar, we discuss the challenges of the competitive ecommerce market and how delightful customer experiences can drive repeat purchases, grow retention, and ultimately earn loyalty. Our speakers feature Eryn Chesney, Customer Experience Manager at Mabel's Labels, Dan Caldwell at Klaviyo, and Kristen Bryant, VP of Brand at Help Scout. Watch this video to learn how to build a loyal customer base and drive long-term success in ecommerce. 

In this webinar, you learn about:

• The role of customer experience in ecommerce retention

• Practical ideas for turning customers into fans

• The resources needed to create repeat ecommerce customers

and more!

3 takeaways from the webinar

The webinar covered a wide range of topics related to the ecommerce industry, with a specific focus on the challenges it faces and the crucial role of customer experience in customer retention. Additionally, practical ideas were shared on how to effectively convert customers into repeat buyers and even transform them into enthusiastic fans.

Here are some key pieces of advice that were shared during the webinar. However, to explore more valuable insights and recommendations for your own ecommerce business, we recommend watching the complete recording of the free webinar.

1. Personalization and memorable experiences are important for ecommerce

In ecommerce, having repeat buyers is important for sustainable growth. Companies must prioritize providing a good customer experience and personalized communication. Every touchpoint matters and can influence whether customers will return. This can include things like offering user-friendly interfaces, personalized recommendations based on their preferences and purchase history, and timely and relevant communication. Go the extra mile by personally reaching out to customers, sharing updates, and offering incentives to not only help retain them but also to exceed their expectations. By tailoring your approach to each customer and making them feel valued, you can establish a connection that goes beyond a simple transaction.

"If you're gonna obsess over anything, obsess about your customers and their experience. And at the end of the day, those are the businesses that I see being successful.” - Dan Caldwell, Klaviyo

2. Close the feedback loop with customers and across departments

Actively closing the feedback loop with customers and valuing their input can have a profound impact on their perception of your brand. Listening to their feedback, addressing any issues promptly, and incorporating their suggestions demonstrates that you value their opinions and are committed to providing a positive experience.

By sharing customer feedback across different departments and not confining it solely to customer support, you can drive organizational change and prioritize the customer experience as a company-wide goal.

“One of the biggest game changers for us has really been closing the feedback loop proactively with customers before they even need to reach out to us.” - Eryn Chesney, Mabel's Labels

3. Set clear expectations with customers

There are many barriers in the ecommerce industry that need to be considered; cost, shipping, and delivery timelines are a few of them. Balancing factors like speed, trackability, predictability, and cost when it comes to shipping is important. While free shipping may lack trackability and predictability, it's crucial to set clear expectations and provide options for customers. Utilize content management strategies — such as FAQs focused on shipping, chat beacons, or pop-up messages at checkout — to thoroughly communicate shipping details.