Customer loyalty
Customer loyalty is the phenomenon of customers coming back to your store to shop repeatedly. It is due to satisfaction with the products and service, plus a feeling of belonging - they identify with your brand values and the lifestyle the products offer. Customer loyalty is nurtured through a product-market fit, where you reach your ideal customer, a pleasant shopping experience, meaningful engagement and retention stimuli.
Customer loyalty is very valuable because:
- It guarantees stable sales to returning customers without marketing costs
- You can rely on word of mouth referrals
- Happy customers leave positive reviews
- Return customers spend more, convert more easily and cause less trouble because they know the brand’s terms, sizes and so on.
Additional resources
Starting with ecommerce customer retention marketingon Metrilo blog
See also
Customer retentionPopular— Customer retention is the process of engaging customers continuously and stimulating repeat orders. Customer retention marketing uses data to personalize and guide the customer journey, build a deeper relationship with the customer, and win their loyalty a
— Customer acquisition cost (CAC) is the marketing cost you pay to gain a new customer. In ecommerce, usually the first order incurs a loss because most brands rely greatly on ads and influencer campaigns for customer acquisition. Generally, if CAC is
— Revenue from returning customers is the share of sales coming from repeat buyers. This can be very different from retention rate. A small percentage of loyal customers can still make up a big part of your revenue. Or the other way around. So it&rsqu
— Customer engagement is the long-term communication between customer and brand. For companies, it means brand awareness and continued interest, returning customers and loyalty. Engaging customers is a way to be remembered between orders and to get noticed b
— Repeat orders can mean two things in ecommerce: when a product gets reordered by the same customers or when a customer just places another order. Both are signs of high customer satisfaction and good customer retention. If you monitor product performance,
