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The Importance of Online Customer Retention [Infographic]

41% of online revenue comes from returning and repeat purchasers, who represent only 8% of all visitors and a 5% increase in customer retention can increase profits by 25% to 125%. Check out our latest infographic “The Importance of Online Customer Retention” to understand how important is it to retain online customers and customer retention best practices for E-commerce businesses.

The Importance of Online Customer Retention [Infographic]

Infographic by go-globe- Web Design Abu Dhabi

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Companies focus on customer acquisition more than customer retention, even though it can cost 7 times more to acquire new customers.

Globally, the average value of a lost customer is $243.
A 5% increase in customer retention can increase profits by 25% to 125%.

The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20%

E-commerce spending for new customers is on average $24.50, compared to $52.50 for repeat customers.

39% of surveyed shoppers see loyalty programs as the biggest incentive to making a second purchase online.

17 Best Practices of Online Customer Retention

  • Offer quality products
  • Offer exclusive deals
  • Provide excellent customer service
  • Sell at competitive prices
  • Be very convenient
  • Reward repeat purchasers
  • Never stop saying “Thank You”
  • Ask for opinions
  • Use a personalized approach
  • Think lifetime value
  • Offer complementary products
  • Stay in touch
  • Offer incentives for referrals
  • Offer fast delivery options
  • Set and beat customer expectations
  • Allow easy repeat purchases
  • Offer free and easy returns
  • Send email reminders for birthdays and events

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