DTC brands are increasingly relying on customer retention strategies for growth. Why? Because they see how retention impacts the bottom line and gives them room to breathe, invest in new products and expansions. Scaling at a loss is no longer an option. Retention gets you revenue without the marketing budget.

In a recent survey among ecommerce companies we work with, we found that the average retention rate is about 28%. But it strongly varies across product niches – from 21% for tea to 36% for CBD products. Other retention metrics like revenue share from repeat orders, time between orders, number of orders per customer, LTV and AOV also vary across industries.

Coupons are one of the most popular marketing tools used by ecommerce businesses. They drive conversions and customer retention. And they are easy to use.

But are you making the most of coupons? Are you using them in the best possible way?

The problem with coupons is this: giving them out without measure doesn’t help. Coupons are often synonymous with discounts. SALE30OFF, CLEAR50, NEW10 – they are all too familiar. And discounts alone can do more harm than good – reducing your profit margin only to drive sales short-term. You need to measure the impact and give away coupons sparingly.

To use coupons effectively, you should:

• Measure the results – what coupons bring traffic, revenue, customer loyalty, VIPs, new customers
• Track what type of coupons work best – percentage vs money value off, wording, campaign
• Reuse the coupons and ideas that work well
• Scrap the ones that don’t

VIP customers are invaluable for ecommerce brands, bringing about 60% of revenue on average. They are loyal, shopping repeatedly from you, which means lower costs and higher profits. VIP customers are also involved with the brand, checking in often and spreading the word about you.

Every brand would be aiming at getting an army of VIP customers who share its values, who shop without being tortured into it and who vouch for it. The VIPs are your biggest fans. They deserve to be treated specially because you can rely on them for recurring orders. Special attention will make them even more loyal and engaged, driving even more revenue, community spirit and referrals your way.

This article is about finding your best customers and getting to know them better so you can engage with them and keep them for longer. You’d be reaping all the benefits of a positive customer relationship.

Customer retention is a vital asset for growing your ecommerce business and establishing your brand. The revenue from a single repeat customer is equal to that of up to seven new one-time customers.

Also, up to 40% of online retailers’ revenue comes from repeat customers, even though they are only 8% of the all shoppers. Because repeat business is potentially such a gold mine for ecommerce retailers, it’s essential to increase your repeat purchase rate. You’ve probably tried various smart tools for getting your customers to keep coming back. But here’s something you may not have considered before: the shipping options your offer are actually one of the most powerful tools at your disposal for boosting customer retention and driving repeat business.

Customer loyalty is critical to the bottom line of any business, especially those with a direct-to-consumer business model, which are built on their customer relationships. The interactions your buyers have with customer service have a major impact on their loyalty to your brand.

These are the 7 essential ingredients of customer service that wins long-term customer loyalty.

Do you wonder what creative campaign to run every time you launch a new product? Do you find your regular marketing efforts not enough for promoting a new product? We know you want to make a splash. You want to create buzz around your newest release. Here are our ideas how to promote your new product to attract old and new customers.