Customer loyalty is no longer a given

Gone are the days when an e-shop won a customer and they automatically came back. Today, loyalty is disappearing faster than ever. Competitive offers are just a click away and consumers are increasingly price and shopping experience sensitive. It is therefore crucial for e-tailers to build a relationship that retains customers and motivates repeat purchases.

What are the main reasons why customers leave? And how to prevent it?

3 main reasons why customers leave e-shops

1. Lack of motivation to repurchase

Most customers will only return to an e-shop if they have a clear reason to do so - and product quality alone is not enough. If an e-shop offers no incentive for repeat purchase, the customer is likely to switch to a competitor.

🔹 So lution: implementing a smart loyalty system such as Ellitythat offers customers rewards for every purchase, referral or interaction with the brand. Instead of regular discounts, customers can collect loyalty points that turn into attractive benefits.

✅ Example: instead of a one-time coupon after purchase, the customer receives points for every CZK 1 spent and can exchange them for discounts, gifts or exclusive content.

2. Competition offers a better experience and benefits

The e-commerce market is crowded and customers today expect not only bargain prices, but also a convenient shopping experience and exclusive benefits. If your e-shop doesn't offer something extra, customers will go where they get more.

🔹 So lution: Ellity' s loyalty program allows e-shops to personalize rewards based on customer behavior. Instead of offering flat discounts, you can offer:

• Exclusive VIP levels for frequent customers
• Individual offers based on purchase history
• Special bonuses for birthdays or first purchase anniversaries

✅ Example: a customer who has made five purchases can be automatically enrolled in the VIP Club, where they get a permanent discount or exclusive access to new products.

3. Impersonal approach and poor communication

Loyalty is not built on discounts alone. If a customer has no emotional connection with an e-shop, they will easily switch to another one. Personalisation and proper communication play a key role in whether they will return to you.

🔹 So lution: with Ellity, you can create personalized communications that reach customers at the exact moment they are most likely to buy:

• Automated emails and notifications to alert customers of points they can redeem
• Individual offers based on customer behaviour (for example, a discount on a product they have viewed)
• Rewards for community engagement, such as sharing reviews or referring friends (available in 2025)

✅ Example: if a customer hasn't made a purchase for a long time, you can automatically send them a notification that their loyalty points are about to expire - to motivate them to make another purchase.

How can you ensure customer loyalty in 2025 and beyond?

In order to succeed in an era where customers have unlimited choices, e-tailers must actively nurture customer loyalty. It's not enough to expect them to return - they need to be motivated and rewarded for their trust.

💡 Key strategies for customer retention:
✅ Introduce a smart loyalty system - like Ellity- that motivates repeat purchases.
✅ Create personalised offers that appeal to customers based on their behaviour.
✅ Communicate effectively and regularly to keep customers engaged with your brand.
✅ Build a VIP community that gives customers exclusive benefits and a sense of specialness.

📌 Do you want to increase customer loyalty? Find out how a loyalty system can help you Ellity! 🚀

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