Smart and logical tips how to retain your customers and make them buy again and again from you. You will find more useful Magento tips on Magetips.com

1. How to retain your customers?
Tips for your Magento store

2. Everybody knows that it costs less to retain an existing customer than to
acquire a new one.
If you would like some numbers, according to the report of Bain &
Company, obtain a new customer costs a company 6-7 times more.
That’s why you have to treat your customers right after they buy not
less, but even with more appreciation as it was before they buy. One of
the most efficient way to grow your business is to keep your existing
customers coming back.
Why is it’s smart to retain your customers?

3. Why customers are leaving?
Before we start with practical tips how to retain customers it would be
useful to underline three main reasons why customers may leave:
- 68% leave because they are unhappy with the service they receive.
- 14% are unhappy with the product or service.
- 9% decide to use a competitor.

4. Great customer service
What can you do?
- allow free returns
- propose free shipping starting from certain amount of
purchase
- provide useful advices for clients
- add social sharing buttons and comments to the product page
“86% of customers state they would pay up to 25% more for a
better customer experience.” -
RightNow Technologies

5. Great customer service
Advantages:
• Proven results
• Increases repeat purchases and
referrals
• Customers share great service
experiences over social media
Disadvantages:
• Time consuming
• Difficult to attribute/track
• Can get expensive

6. Great customer service
Magento modules that could help to improve your customer service:
1) Free Shipping Remaining Cost - Free
2) AddThis - Social Sharing Buttons - Free
3) Use live chat ! Check our presentation on this LIVE CHAT topic !

7. Loyalty & Rewards Programs
“Loyalty programs can increase your repeat purchase rate by
20%” -
Sweet Tooth
It’s a tactic and tool used to increase customer loyalty and sometimes referrals.
Customers can be directly rewarded, or can spend “points” or “credits” on
discounts, status-based rewards, experiential rewards, charitable donations and
more.

8. Loyalty & Rewards Programs
Advantages:
•Customers are familiar with them
•You can use points to incent many
different actions
Disadvantages:
Customers are generally members of multiple programs
You need to make a program stand out to be effective

9. Loyalty & Rewards Programs
Magento modules that could help to implement great Loyalty & Rewards program:
1) Sweet Tooth Loyalty Programs - 59$
2) Loyalty Program by Amasty - 129$
3) Points and Rewards by aheadWorks - 299$

10. Personalization
“Marketers see an average increase of 20% in sales when using
personalized web offers. ”
Monetate
Everyone wants to feel like they are special, and that is what personalization allows
you to do. You can create a unique experience for each customer. These
experiences can be as simple as emails that are addressed to them by name all the
way to personalized product recommendations.

11. Personalization
Advantages:
• Increases conversion rates
• Increases satisfaction
• Small personalization techniques
are inexpensive
Disadvantages:
• Large data collection solutions can
be pricey
• Implementation of larger systems
can be time consuming
• If personalization is wrong it can
lead to reduced sales

12. Personalization
Magento modules that could help to improve personalization
level in your store:
1) Advanced Customer Segments by Amasty - 159$
2) Recommendation Service epoq RS - free

13. Retention Emails
“91% of your customers are checking their email at least once
daily.”
Exact Target
One of the easiest ways to implement retention marketing is through retention
emails. These are email campaigns that are designed to re-engage customers and
encourage customers to purchase again.
Retention emails can be done manually or added into the automation of an existing
email service provider.

14. Retention Emails
Advantages:
•Easy to get started
•Can be used with an existing email
solution
•Inexpensive
Disadvantages:
• Requires data collection to know
how to set emails

15. Retention Emails
Magento modules that could be useful:
1) MageMonkey - Official MailChimp and Mandrill Extension - Free
2) Email ― Follow Up Email by Mirasvit - 149$
3) Abandoned Cart Alerts Pro by Aitoc - 99$
4) Follow Up Email by aheadWorks - 199$

16. Appreciate complains
One complaining customer actually represents many other customers who had the
same problem, but didn’t complain. And because that’s true, you should try to
uplift them every time.
“When you treat complaints as opportunities to build loyalty, you
can create customers for life and uplift your entire company in the
process.”
Ron Kaufman

17. Appreciate complains
What can you do?
- Provide customers with a way to give their feedback, positive and negative
- Show appreciation for the complaining customer’s time, effort, communication,
feedback, and suggestions
- Always answers to the client’s complain and take them in consideration
- Never leave without answer complains on your page in social networks
- Fix the problem if complaint is fear

18. Have more question?
Don’t be afraid - ask us!
Write us @
start@opsway.com
We will be happy to help you!

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