Customer loyalty: a 4 step guide

  • Why is customer loyalty important?

  • Customize your order confirmation and fulfillment emails

  • Include a handwritten note in your packages

  • Offer shipping updates

  • Fix problems before your customers even know about them

Building customer loyalty is a lot cheaper than attracting new customers. Here’s 4 steps you can take to do that.

Why is customer loyalty important?

Market research has shown that happy customers tell 9 friends about great experiences, and we all know that you’re more likely to buy something that’s been personally recommended. It’s also cheaper to sell to your existing customers because they’ve most likely signed up for your email list, so sending them news and offers is really cheap. In fact, it’s at least 5 times cheaper. Letting people know about new or complementary products is a great way to keep them interested in your store.

Two of the important times in the customer purchasing experience are once they’re on your site and after they place their order. In fact, the post-purchase experience is probably the most important of all; the customer is excited about what they ordered and they get anxious easily. And yet many stores don’t pay enough attention to this critical time.

Here are some steps you can take to help keep your customers happy and excited while they’re waiting for their order.

1. Customize your order confirmation and fulfillment emails

There are a lot of tweaks you can make to these Shopify settings, but luckily, you only have to make them once. Ad your store logo and accent color. Customize the language to feel more like your brand’s and not Shopify’s. Add a personal note or amusing photo. Spice it up!

2. Include a handwritten note in your packages

Most people like feeling that they’ve been paid special attention. And they like to be thanked. Interestingly, research showed that just getting a sincere “thank you” was more important to people than a coupon or special offer. A handwritten thank you note, written on nice stationary, is really the best way to do this. Especially when you’re starting out, making that personal connection is important to help keep your store top of mind to your customers.

3. Offer shipping updates

Shopify offers built in shipping updates for the most common shipping carriers in North America: the US Postal Service, UPS, FedEx, and Canada Post. Make sure tracking numbers are being added to every order and that the correct carrier is selected. You also want to add the tracking page URL and number to your notification emails. It’s a little tricky and Shopify provides some good instructions. Let us know if you need some help.

Shopify tells your customers when the order is fulfilled, when it’s out for delivery, and when it’s been delivered.

4. Fix problems before the customer knows about them

Roughly 10% of packages either go missing or are delayed, which is distressing for both you and your customer. The typical store owner only learns about it when their customer emails them. But wouldn’t it be better if you knew before they did, and could fix it for them? How much is your average order worth? The best way to resolve these problems is by proactively contacting your customer with a solution. If the package is really and truly lost, send them a replacement. People want the item they ordered, not a refund. If it’s delayed, let them know the new expected delivery date if the carrier gives one. Either way, your customer will be grateful you’re looking out for them.

Tools like ShopClerk alert you to any shipping problems so you can concentrate on giving excellent customer service. They’ll appreciate it. Do things right, and you’ll make a customer for life.

ShopClerk’s 14-day trial will let you analyze your last 60 days of shipments and monitor your new ones to uncover any hidden problems and. Give us a try.