Secrets to Retaining Repeat Customers, According to Consumers
Posted: Sat Jan 18, 2025 10:42 am
In the survey, consumers were asked about the factors that made them repeat purchases from a brand they are loyal to. 77% of respondents said the number one factor that encourages them to stay is when a company has an excellent product or service that meets their needs.
As a brand, you probably already know the importance of having a product that meets the needs of your audience and sets you apart from the competition. A complete understanding of your audience is the best way to create this type of product.
Who are they? What are their needs and pain points? How morocco phone number material will your product meet those needs better than your competitors with similar products?
Iterating and improving your product is also important as customer needs can change over time.
Have excellent customer service
Customer service is naturally an essential aspect of your business.
Your ability to connect with customers beyond the point of purchase demonstrates a total dedication to their needs and goals. Unsurprisingly, the survey revealed that excellent customer service is the third most important factor that inspires consumers to become repeat customers of the brands they are loyal to.
The two customer service factors that influenced respondents to become repeat customers are:
Support representatives respond quickly and provide prompt solutions
60% of respondents said that representatives who respond quickly and offer quick solutions is the #1 customer service factor that drives repeat purchases.
Quality customer service means that your company is there for your customers when they need it. Immediate response times elevate your service and show people that you are always available to answer their questions. Don’t forget that today’s customers expect immediate responses .
Customer service representatives are engaged and enthusiastic
Consumers don't want to feel like they're bothering a representative during a conversation. They want to talk to engaged, enthusiastic people who are ready to help them and provide the solutions they need, contributing to a great experience.
It’s important to continually deliver excellent service to every customer, regardless of whether it’s their first or 100th purchase. A mindset that believes current customers are already loyal to your brand and don’t need to be wowed by excellent service can drive away your loyal customers.
In the survey, consumers said engaged and enthusiastic representatives are the second most influential service factor in inspiring their loyalty.
Prioritize the entire customer experience
Customer experience is everything a consumer does in relation to your business, good or bad, from how they are greeted when they enter the store to how easy it is for them to leave a review. According to those surveyed, prioritizing customer experience is a determining factor in repeat purchases.
Prioritizing customer experience means giving your customers the answers they need and going above and beyond to ensure their satisfaction. For example, even if your regular customers have a favorite product, a great way to boost CX is to send them newsletters with announcements and solution recommendations to make sure they are aware of everything you offer in case new needs arise.
Remember the information they share with you
At some point in your life, you probably had a favorite restaurant or bar that you went to regularly. Why did you keep going back? Simple: because people remembered your name, your favorite drink, and what you did. This certainly wasn’t forced, but they genuinely cared about the connection you built.
Personalizing the customer experience by remembering information about consumers and their lives encourages them to stick around. It shows that you’re listening to them and that you see them as more than just a name on a receipt. In short, you’re making it clear to them that they’re valued.
Create successful customer loyalty programs
An engaging loyalty program incentivizes customers to stay with your brand. But what makes a loyalty program successful? After all, when it’s free and there are no consequences for leaving, what makes your customers stick around?
Some key pillars of a customer loyalty program are:
Offer rewards for various customer actions, such as creating an account, subscribing to a newsletter, referring a friend, etc.)
Provide rewards that have meaning and value to customers, such as redeemable points
Offer different types of rewards as customers have different preferences (such as monetary rewards, invitations to events, donations to causes that interest them, etc.)
Make the registration process easy and have logical rewards and a proper points structure
According to consumers, the most desirable features of loyalty programs are discounts, points or rewards, and exclusive or early access to products.
As a brand, you probably already know the importance of having a product that meets the needs of your audience and sets you apart from the competition. A complete understanding of your audience is the best way to create this type of product.
Who are they? What are their needs and pain points? How morocco phone number material will your product meet those needs better than your competitors with similar products?
Iterating and improving your product is also important as customer needs can change over time.
Have excellent customer service
Customer service is naturally an essential aspect of your business.
Your ability to connect with customers beyond the point of purchase demonstrates a total dedication to their needs and goals. Unsurprisingly, the survey revealed that excellent customer service is the third most important factor that inspires consumers to become repeat customers of the brands they are loyal to.
The two customer service factors that influenced respondents to become repeat customers are:
Support representatives respond quickly and provide prompt solutions
60% of respondents said that representatives who respond quickly and offer quick solutions is the #1 customer service factor that drives repeat purchases.
Quality customer service means that your company is there for your customers when they need it. Immediate response times elevate your service and show people that you are always available to answer their questions. Don’t forget that today’s customers expect immediate responses .
Customer service representatives are engaged and enthusiastic
Consumers don't want to feel like they're bothering a representative during a conversation. They want to talk to engaged, enthusiastic people who are ready to help them and provide the solutions they need, contributing to a great experience.
It’s important to continually deliver excellent service to every customer, regardless of whether it’s their first or 100th purchase. A mindset that believes current customers are already loyal to your brand and don’t need to be wowed by excellent service can drive away your loyal customers.
In the survey, consumers said engaged and enthusiastic representatives are the second most influential service factor in inspiring their loyalty.
Prioritize the entire customer experience
Customer experience is everything a consumer does in relation to your business, good or bad, from how they are greeted when they enter the store to how easy it is for them to leave a review. According to those surveyed, prioritizing customer experience is a determining factor in repeat purchases.
Prioritizing customer experience means giving your customers the answers they need and going above and beyond to ensure their satisfaction. For example, even if your regular customers have a favorite product, a great way to boost CX is to send them newsletters with announcements and solution recommendations to make sure they are aware of everything you offer in case new needs arise.
Remember the information they share with you
At some point in your life, you probably had a favorite restaurant or bar that you went to regularly. Why did you keep going back? Simple: because people remembered your name, your favorite drink, and what you did. This certainly wasn’t forced, but they genuinely cared about the connection you built.
Personalizing the customer experience by remembering information about consumers and their lives encourages them to stick around. It shows that you’re listening to them and that you see them as more than just a name on a receipt. In short, you’re making it clear to them that they’re valued.
Create successful customer loyalty programs
An engaging loyalty program incentivizes customers to stay with your brand. But what makes a loyalty program successful? After all, when it’s free and there are no consequences for leaving, what makes your customers stick around?
Some key pillars of a customer loyalty program are:
Offer rewards for various customer actions, such as creating an account, subscribing to a newsletter, referring a friend, etc.)
Provide rewards that have meaning and value to customers, such as redeemable points
Offer different types of rewards as customers have different preferences (such as monetary rewards, invitations to events, donations to causes that interest them, etc.)
Make the registration process easy and have logical rewards and a proper points structure
According to consumers, the most desirable features of loyalty programs are discounts, points or rewards, and exclusive or early access to products.