Running an online store is about much more than your first sale – the crucial development and success over time comes when a customer comes back to buy more from you.
These repeat customers will typically spend more than other customers (think upselling and cross-selling), are easier to retain than new customers, and often recommend your business to their friends, family, and peers. This is why every ecommerce has to have strategies in place that encourage a return sale (or two).
In this post, we’re going to discuss some small hacks that online store owners can use to get customers to return to their store. They don’t require large setups or tons of money; they are all simple and practical techniques, can help you enhance customer loyalty and promote growth.
Why Repeat Sales Matter
Before reviewing the hacks, first consider why repeat sales are considered so valuable. Everyone knows that acquiring new customers generally costs a lot more than retaining existing customers. When you acquire new customers, you will spend money on ads, promotions, or, often, discounts. Selling to an existing customer is far less costly because they already know who you are.
Repeat customers often spend more. Once a customer trusts your products, they have a better chance of trying different items or larger quantities of items with you. They also have more confidence in your delivery and customer service processes and are more likely to make an even larger order.
Trust is another significant advantage. A first-time customer is simply testing you. When they make a return purchase, that means they trust your brand. Once a customer trusts you, it becomes easier to launch new products because they already trust your quality.
On top of this, happy repeat customers become brand promoters. They tell their friends and family about you, which gives you free word-of-mouth marketing.
Just like retailers use tools such as CRM platforms or even an auto phone dialer to follow up with leads and stay connected, ecommerce stores need simple hacks to encourage buyers to return.
Hack 1: Send a Friendly Post-Purchase Email
One of the easiest yet most effective ways to start building loyalty is to send a post-purchase email. Some ecommerce stores send only an invoice or shipping notice, but it doesn't have to be that way.
A simple, friendly thank-you note to the purchaser helps to show the customer that you appreciate their business and encourages a potential relationship. You can also include tips on how to use the product or other information they may find useful that relates to their purchase.
This type of communication makes customers feel valued. They feel personal service instead of just a number on a sheet. That little touch can make all the difference in encouraging them to return.
Hack 2: Create a Simple Loyalty Program
Customer loyalty programs can be yet another way to attract repeat customers. Implementing a loyalty program does not have to be complicated. Even a straightforward program where consumers earn points each time they purchase something can be effective. Customers earn points based on the payments they make and can redeem those points to earn a discount on their next purchase.
For example, you could offer 1 point for every ₹100 a customer spends, and once they have collected 100 points, they would receive a discount of ₹100 off their next order.
It is straightforward to explain to customers and keeps them engaged and motivated to continue shopping with you instead of a competitor. You can take it a step further by setting up a simple membership site where customers can log in, track their points, and access members-only discounts.
Hack 3: Send Reorder Reminders
If your shop has merchandise that people buy regularly, like skincare products, health supplements, food, or pet foods, you can send reorder reminders to encourage repeat sales. A short email or SMS reminding customers when to restock is very effective.
For example, you could send a message like this: "Hi [Name]! It’s been 30 days, you want to reorder?" These reminders decrease the effort for the customer and allow them to come back and purchase again without thinking about it.
Tools like BotSpace simplify the process by sending personalized reorder messages at optimal times through WhatsApp or Instagram, ensuring a smooth and thoughtful shopping experience for your customers.
Hack 4: Personalize Recommendations
Personalization is a crucial component of ecommerce today. Instead of sending all your subscribers the same promotions, customize your offers based on their previous purchases. To do this well, you need accurate and enriched customer data, tools like Waterfall Enrichment ensure your CRM has complete, up-to-date contact details so personalization campaigns actually hit the mark.
Someone who buys running shoes might be interested in purchasing an accessory such as socks or a gym bag. Someone who bought a laptop may be interested in a laptop sleeve, or wireless mouse, or a keyboard.
Personalization shows customers that you understand them. When customers recognize that your commercial relationship knows their needs, they are likely to repeat within your store for future purchases.
To push this a step further, you can even use a product configurator and sell fully personalized products for a complete personalization experience. Another option is updating your online catalog with related products and seasonal items, so customers can easily browse and discover new things they may want to add to their order.
Hack 5: Make Returns Easy
Some store owners worry that making returns easy will cost them a sale. The truth is, it will do the exact opposite. When customers know they will be able to return products with ease, they feel more secure when making their purchase. That confidence leads directly to repeat sales.
Be clear about your return policy. Have reasonable return windows, and process refunds or store credits promptly. Customers who have trust that you are fair when it comes to handling problems are much more likely to purchase from you again.
Consider using tools like Outvio, which allow you to turn returns into up-sell sales through the automation of product exchanges and store credit.
Hack 6: Offer Subscriptions
Subscriptions are one of the most dependable ways to guarantee customers buying from you again. If your products have a motive for repeat consumption and use - think coffee beans, pet food, and skincare products - then the option to subscribe is a huge step forward.
With subscriptions, they can receive the product at a frequency without any other action by them to reorder. Customers love the convenience, and your store wins with steady sales!
Hack 7: Surprise with Freebies
Small gestures can make a big difference. Even a little extra something in the packaging can put a smile on your customers' faces. You don't have to spend a lot on a little something extra and it doesn't even need to be the same type of product as what they purchased.
You can include a free sample of another product, a small discount voucher for their next order, or a handwritten thank-you note. Customers tend to feel appreciated when they receive a little extra, and that feeling of positive emotion also makes them remember your brand, and ultimately increases the chance they will be back for more.
Hack 8: Run Exclusive Offers for Existing Customers
Most businesses place a lot of emphasis on discounts for new customers and forget about their old customers. However, rewarding your old customers typically has better results. You can run offers for individuals who have purchased before.
For example, sending out "VIP-only" discount codes, giving early access to sales, or just perks for loyal customers with "loyalty-only" promotions works very well. This makes them feel like part of the community and helps keep them engaged with your store.
Hack 9: Improve Customer Service
Customer service in e-commerce app development solutions is too often ignored, but it can play a huge role in repeat sales. When a customer has a problem, what you do when a customer has a problem will determine if that customer will ever come back. If your team can fix issues and do it with speed and care, the customer feels truly cared for and respected.
A customer who had an issue but received exceptional support will sometimes be more loyal than a customer who did not have any issue at all. Speed, empathy, and fairness should be the foundation of your support team.
Hack 10: Stay Active on Social Media
Social media is not only great for finding new customers, but it’s also an excellent way to remain connected to existing customers. If you consistently post product updates, customer stories or helpful tips, you continue to stay present in those customers' lives.
Having your customers continue to see you in their social feeds keeps your brand at the top of their minds. So when they are ready to buy something, your store is the first store they think of.
Hack 11: Collect Feedback and Act on It
Consumers appreciate a listening ear. Seeking feedback indicates you value their opinions and can solicit feedback by collecting evaluations, simply surveying in a few questions, or seeking feedback.
The critical piece is taking action on the feedback. If customers see that you are resolving their complaints or adding features you have enhanced based on their feedback, they know they are valued and are more likely to remain loyal to your e-commerce store.
Hack 12: Keep Shipping Fast and Affordable
An easy delivery process is necessary for getting repeat sales. If your shipping is lengthy, costly and/or unreliable, customers will not return to your store. Use trusted courier partners, set attainable timelines, and keep your customers updated with tracking information.
You can also promote loyalty by giving free or discounted shipping for repeat customers. Many times a customer will select a store simply because of shipping convenience.
Hack 13: Use Post-Purchase Cross-Selling
Once someone purchases, ease into suggesting further items. If someone orders a yoga mat, you can suggest yoga straps or yoga blocks. If someone orders skincare cream, you could offer a matching face mask at a discount.
Cross-selling like this will increase your order value, while customers also experience more products and are more likely to return.
Hack 14: Build an Email Newsletter
One of the oldest and most reliable tools for ecommerce is email newsletters! Email newsletters help you stay connected with your customers, even when they’re not shopping. And rather than only sending promotions, you can strike a balance by sending helpful tips about product care, product guides, or industry trends alongside promotional emails.
When customers receive articles with useful content as opposed to solely special offers, they tend to engage with your emails longer and return to your store.
Hack 15: Use Retargeting Ads
There are occasions when a customer may be browsing your store, but they don't purchase anything for whatever reason. You can bring them back with retargeting ads. They will target visitors who have explored your store and remind them of what they were looking at.
You can even run specific retargeting campaigns for previous visitors who have a discount or are time-limited. For creating the new ad creatives for these campaigns, you can use an AI ad generator like Predis.ai to generate multiple designs and ad copies based on your input that can be used for different campaigns.
Typically, you would retarget potential customers at a lower cost than targeting first-time visitors. Retargeting ads are often cheaper and more effective than trying to attract all new people.
Hack 16: Offer Bundles and Discounts
Customers like value. Bundling products and discounts on multiple purchases is a great way to incentivize customers to purchase more products at one time. An example is a "buy two, get one free" deal or a discounted pack of three.
This acts to increase the amount of each order while keeping customers stocked so, when they run out, they are less likely to buy from a competitor.
Hack 17: Build a Community
When you create a community that fosters connection to your brand, you create brand loyalty that lasts. You can create a community in any form such as a Facebook group, WhatsApp broadcast list, or a forum just for customers.
Communities allow customers to connect with not only with your brand but with each other. When they feel a sense of belonging, they engage and buy more.
Hack 18: Keep Products Fresh
Your customers may get bored if your products never change. Small changes can be enough to maintain interest and excitement in your brand. Seasonal flavors, limited-edition designs, or brand-new colors can keep your product range fresh.
Regularly updated products provide your customers with an excuse to come back and see what’s new in your store. Regularly updated products can help to eliminate stale inventory.
Hack 19: Use SMS for Quick Promotions
SMS is still a very quick way to engage with customers. Since most messages are almost always read very quickly, SMS marketing can be useful as a method of driving time-sensitive promotions, stock updates, or reminders.
As an example, if you're running a one-day offer, you can see how a simple SMS can drive fast repeat purchases through automated text messages than just using email.
Hack 20: Appreciate Customers Publicly
Great marketers know that people enjoy recognition! If a customer takes the time to post a picture of your product to social media, share it to your page! It may seem small, but featuring user-generated content not only allows that customer to feel recognized, but also encourages others to shop and share their experience.
The cycle of recognition and appreciation builds deeper connections with customers, and stimulates repeat sales.
