What influences customer loyalty?

Product and service quality
Customers return if they are satisfied with the quality of the products or services offered.
‍Example: An electronics e-shop offers an extended warranty on its products as part of a loyalty program. This provides customers with a sense of security and safety.
‍Customersupport
Fast and effective communication in case of questions or problems greatly influences whether a customer will return.
‍Example: A chatbot on the e-shop website that answers customer questions immediately or support available 24/7.
‍Personalisation
Customers appreciate it when offers and communication are tailored to their preferences and needs.
‍Example: A customer who regularly buys children's clothing receives personalised offers on new collections or discounts on products they frequently buy.
‍Rewardsand Benefits
Loyaltyprograms that offer valuable rewards strengthen the relationship between the brand and the customer.
‍Example: Points for each purchase that can be redeemed for discounts or free shipping for loyalty program members.
‍Building anemotional connection with the brand
Brands that communicate their values and story create an emotional connection with customers.
‍Example: An e-shop that supports environmental initiatives or donates to charity engages customers who share similar values.

How to measure customer loyalty?

Net Promoter Score (NPS)
Measures how likely a customer is to recommend your brand to others. Asks, "How likely are you to recommend our store to friends or colleagues?"
Repeat Purchases
Track how often customers return and what percentage of sales are repeat purchases.
Average Order Value (AOV)
Loyal customers typically have a higher order value than first-time buyers.
Customer Retention Rate (CRR)
The percentage of customers that return to you after their first purchase.

Recommendations for e-shops: how to improve customer loyalty?

• Create a loyalty program
  You implement a system that rewards customers for their purchases. Offer different levels of benefits that motivate repeat purchases.
• Communicate your brand values
  Emphasise what sets you apart from your competitors, such as supporting local production, environmental initiatives or social responsibility.
• Personalise offers
  Use customer behaviour data to create relevant offers and campaigns.
• Invest in customer support
  Provide multiple channels of communication (email, phone, chat) and fast response to questions and issues.
• Engage gamification
  Add game elements to your loyalty program that engage customers and motivate them to earn points.

Why choose the Ellity loyalty system?

Ellity offers a comprehensive loyalty system for Shoptet that combines personalization, gamification and modern technology to improve the customer experience. Our solution allows e-tailers to easily create an effective loyalty program that will increase repeat purchases and strengthen customer loyalty. Join the future of e-commerce with Ellity and gain a competitive advantage in the marketplace.