{"id":184,"date":"2020-12-18T09:49:15","date_gmt":"2020-12-18T09:49:15","guid":{"rendered":"https:\/\/shippingchimp.com\/blog\/?p=184"},"modified":"2024-09-09T14:11:27","modified_gmt":"2024-09-09T14:11:27","slug":"customer-loyalty-for-online-store","status":"publish","type":"post","link":"https:\/\/shippingchimp.com\/blog\/customer-loyalty-for-online-store\/","title":{"rendered":"5 Strategies To Build Customer Loyalty For Your Online store"},"content":{"rendered":"\n<p>In this article, we are unpacking the strategies to earn <a href=\"https:\/\/shippingchimp.com\/blog\/shippingchimp-for-shopify\/\">customer loyalty<\/a>. The top 5 strategies are:<\/p>\n\n\n\n<ul><li>Provide accurate delivery estimates during checkout<\/li><li>Reduce customer support time with self-service<\/li><li>Provide personalized checkout to package-delivery notifications<\/li><li>Monitor your <a href=\"https:\/\/shippingchimp.com\/blog\/how-to-choose-shipping-carrier\/\">shipping carrier<\/a>&#8216;s performance &amp; proactively fix delivery issues<\/li><li>Collect customer feedback for every delivery<\/li><\/ul>\n\n\n\n<p>Unlike any other industry, the eCommerce industry receives 64% of revenue from its happy loyal customers. This is almost twice compared to other industries.  As per a recent survey, 73% of buyers will avoid a business for two or more years for the following reasons<\/p>\n\n\n\n<ul><li>Inability to track orders in real-time<\/li><li>Poor customer support<\/li><li>Incorrect arrival date<\/li><li>Complex return process<\/li><li>Lack of information on checkout page<\/li><li>Product &amp; delivery issues<\/li><\/ul>\n\n\n\n<p>As the eCommerce industry booming, demands are skyrocketing. One of the most critical elements a business needs to focus on is <strong><a href=\"https:\/\/shippingchimp.com\/blog\/ecommerce-customer-experience\/\">customer experience<\/a><\/strong>. In this Amazon era, customer service and experience are the heart of the retail\/eCommerce businesses.<\/p>\n\n\n\n<p>Customer experience isn\u2019t just limited to your eCommerce storefront UX\/UI. It must include every touchpoint throughout the customer journey:- From checkout to order-fulfillment.<\/p>\n\n\n\n<h1>5 Strategies To Build Customer Loyalty For Your Online store<\/h1>\n\n\n\n<p>Here are the best practices you must follow to retain one time shoppers and  turn them into brand ambassadors:<\/p>\n\n\n\n<h2>1. Provide accurate delivery estimates during checkout<\/h2>\n\n\n\n<p>Displaying an estimated delivery date on your online storefront is always a great idea to stand out from the competition. Baymard&#8217;s <a href=\"https:\/\/baymard.com\/checkout-usability\">checkout usability<\/a> study shows that what users really care about is not \u201cshipping speed\u201d but rather the date of delivery, as in: \u201cWhen will I receive my order?\u201d.<\/p>\n\n\n\n<p>Why do businesses then display shipping speed instead of delivery date?<\/p>\n\n\n\n<p> Mostly because integrating with multiple shipping carrier APIs and finding the best service-type or rate is hard. Also, they have no means of controlling that information.  Thanks to Machine Learning &amp; AI, Platforms like <a href=\"https:\/\/www.shippingchimp.com\/\">ShippingChimp.com<\/a>. Online stores now can display the accurate delivery date at checkout &amp; estimated date after shipping by analyzing your shipping carrier performance.<\/p>\n\n\n\n<p><strong>Confusing Checkout Page:<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" width=\"710\" height=\"371\" src=\"https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-5.png\" alt=\"\" class=\"wp-image-196\" srcset=\"https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-5.png 710w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-5-300x157.png 300w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-5-380x199.png 380w\" sizes=\"(max-width: 710px) 100vw, 710px\" \/><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p><strong>Clear and conversion optimized:<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" width=\"553\" height=\"283\" src=\"https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-6.png\" alt=\"\" class=\"wp-image-197\" srcset=\"https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-6.png 553w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-6-300x154.png 300w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-6-380x194.png 380w\" sizes=\"(max-width: 553px) 100vw, 553px\" \/><\/figure>\n\n\n\n<h2>2. Reduce customer support time with self-service<\/h2>\n\n\n\n<p>According to a recent HubSpot Research survey, <a href=\"https:\/\/blog.hubspot.com\/service\/customer-service-stats\" target=\"_blank\" rel=\"noreferrer noopener\">90%<\/a> of consumers want \u201cimmediate\u201d responses from customer support. More than 64% of the users contacting customer support needs help with order-related features such as tracking, delivery dates, the status of the delivery, return.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" width=\"662\" height=\"441\" src=\"https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-3.png\" alt=\"\" class=\"wp-image-194\" srcset=\"https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-3.png 662w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-3-300x200.png 300w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-3-380x253.png 380w\" sizes=\"(max-width: 662px) 100vw, 662px\" \/><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p>Source: Baymard\u2019s quantitative study of 1,102 users<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" width=\"1024\" height=\"630\" src=\"https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-4-1024x630.png\" alt=\"\" class=\"wp-image-195\" srcset=\"https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-4-1024x630.png 1024w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-4-300x185.png 300w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-4-768x472.png 768w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-4-380x234.png 380w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-4-800x492.png 800w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-4.png 1112w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p>A majority of redundant order-related queries like the status of <a href=\"https:\/\/www.shippingchimp.com\/delivery-dispute-portal\" target=\"_blank\" rel=\"noreferrer noopener\">delivery, returns requests  or delays<\/a> can be provided as self-service reducing the burden on your support team.<\/p>\n\n\n\n<h2>3. Provide personalized checkout to package-delivery notifications<\/h2>\n\n\n\n<p>Proactive <a href=\"https:\/\/www.shippingchimp.com\/delivery-alerts\" target=\"_blank\" rel=\"noreferrer noopener\">personalized email<\/a> or SMS notifications to customers at every shipment transit after checkout helps to reduce shopper anxiety. <\/p>\n\n\n\n<p>As an eCommerce store owner, your responsibility does not end with successful checkout. Hand-holding the shoppers throughout the journey until they receive the package is critical. By providing frequent updates on delivery like dispatched, In transit, out for delivery, expected to be delayed, etc with personalization elements like customer info, order details, etc would increase the trust in your brand.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" width=\"621\" height=\"581\" src=\"https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-2.png\" alt=\"\" class=\"wp-image-193\" srcset=\"https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-2.png 621w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-2-300x281.png 300w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-2-380x356.png 380w\" sizes=\"(max-width: 621px) 100vw, 621px\" \/><\/figure>\n\n\n\n<h2>4. Monitor your shipping carrier&#8217;s performance &amp; proactively fix delivery issues<\/h2>\n\n\n\n<p>Your shipping partner plays a major role in your customer&#8217;s happiness score. More than 79% of SMBs are not aware of their shipping carrier&#8217;s delivery SLAs. This not only leads to poor deliveries but also results in losing out on repeat purchases.<\/p>\n\n\n\n<p>By monitoring all your <a href=\"https:\/\/www.shippingchimp.com\/livetrack-shipments\" target=\"_blank\" rel=\"noreferrer noopener\">orders in real-time<\/a>, your support team will be the first to know of any shipping carrier exceptions like incorrect address, fake attempted deliveries. This can help the support team stay proactive.  This can reduce non-deliverable returns drastically and gain customer&#8217;s trust.<\/p>\n\n\n\n<h2>5. Collect customer feedback for every delivery<\/h2>\n\n\n\n<p>If you aren\u2019t providing options to provide feedback to customers, you may be missing out on valuable customer data. You definitely need feedback on product, delivery, storefront UX to tweak your product and delivery experience. This also ensures that your customers are comfortable sharing their reviews with you directly rather than posting negative feedbacks on social media.<\/p>\n\n\n\n<p>As per studies, 54% of buyers share bad experiences with more than five people, and 33% share good experiences with more than five people. Collecting feedbacks directly encourages buyers to purchase from you again.<\/p>\n\n\n\n<p>Include feedback surveys on <strong><a href=\"https:\/\/shippingchimp.com\/blog\/post-purchase-email-template-bfcm\/\">post-purchase email<\/a><\/strong> communications after delivery and in your <a href=\"https:\/\/www.shippingchimp.com\/branded-tracking-page\" target=\"_blank\" rel=\"noreferrer noopener\">order tracking page<\/a>.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" width=\"882\" height=\"910\" src=\"https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-1.png\" alt=\"\" class=\"wp-image-192\" srcset=\"https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-1.png 882w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-1-291x300.png 291w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-1-768x792.png 768w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-1-380x392.png 380w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/image-1-800x825.png 800w\" sizes=\"(max-width: 882px) 100vw, 882px\" \/><\/figure>\n\n\n\n<h2>6. Simplify return process &amp; policy<\/h2>\n\n\n\n<p>Unlike offline\/brick and mortar stores, e-commerce businesses receive more return requests. The reasons for returns could range from images not matching your product, damages during transit, or delayed delivery.<\/p>\n\n\n\n<p>Offer a simple and fast return\/refund option to customers. This instills confidence in shoppers at the time of making the purchase. Once they see a good purchase\/return experience with your brand, they are 4.2X more likely to buy again.<\/p>\n\n\n\n<p>Automate <a href=\"https:\/\/www.shippingchimp.com\/returns-center\">return process<\/a> rules and provide a single click return option instead of lengthy forms or email. Provision for a returns request portal within your shopping site. Allow shoppers to file return requests in a hassle-free manner. <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" width=\"1024\" height=\"855\" src=\"https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/Returns-1024x855.png\" alt=\"\" class=\"wp-image-190\" srcset=\"https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/Returns-1024x855.png 1024w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/Returns-300x250.png 300w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/Returns-768x641.png 768w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/Returns-1536x1282.png 1536w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/Returns-380x317.png 380w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/Returns-800x668.png 800w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/Returns-1160x968.png 1160w, https:\/\/shippingchimp.com\/blog\/wp-content\/uploads\/2020\/12\/Returns.png 2000w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h1>Conclusion<\/h1>\n\n\n\n<p>Creating a stellar customer experience means providing touchpoints throughout the customer lifecycle from checkout to delivery. Engaging with the customers, collecting feedback, personalized experience, simplifying the returns process are the keys to retain customers and increase loyalty. Make the delivery experience memorable. And Shoppers will reward you by turning into a brand spokesperson.<\/p>\n\n\n\n<p>Ready to gather all your e-commerce date in one place and boost customer experience?<\/p>\n\n\n\n<p>Get in touch with <a href=\"https:\/\/www.shippingchimp.com\/contact\" target=\"_blank\" rel=\"noreferrer noopener\">ShippingChimp<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"In this article, we are unpacking the strategies to earn customer loyalty. The top 5 strategies are: Provide&hellip;\n","protected":false},"author":1,"featured_media":189,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[10,4,6],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v15.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>5 Strategies To Build Customer Loyalty For Your Online store - ShippingChimp | Blog<\/title>\n<meta name=\"description\" content=\"Building and maintaining customer loyalty can be challenging for eCommerce companies. 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