Ecommerce Customer Retention Strategy

The video discusses ecommerce customer retention, emphasizing the importance of retaining existing customers over acquiring new ones. It covers metrics like repeat customer rate and customer lifetime value. The video provides strategies to improve customer experience, such as seamless shopping, mobile-friendly websites, and personalized recommendations. It highlights features for ecommerce furniture stores, including high-quality imagery and interactive room planners. The importance of regular communication, high-quality customer service, and loyalty programs is also discussed to enhance customer retention.

What is a common metric used to measure customer retention in e-commerce?

• Customer satisfaction score

• Net promoter score

• Average order value

• Repeat customer rate

Why is a seamless shopping experience crucial for e-commerce businesses?

• It reduces the need for customer service

• It ensures customers can find products easily and checkout smoothly

• It allows for more advertising opportunities

• It increases the number of website visitors

Which feature is particularly important for an e-commerce furniture store to enhance customer experience?

• Discount coupons

• Live chat support

• Free shipping

• 360° view of products

Which of the following is NOT a feature that enhances customer experience on an e-commerce website?

• Customer reviews and ratings

• Detailed product descriptions

• Interactive room planner

• Limited payment options

What is a potential consequence of overwhelming customers with too many communications?

• Increased sales

• Higher customer satisfaction

• Unsubscribing or unfollowing

• More website traffic

How can high-quality customer service contribute to customer retention?

• By increasing advertising spend

• By providing more product options

• By resolving issues quickly and efficiently

• By offering the lowest prices

What is a benefit of running loyalty programs for e-commerce businesses?

• It encourages customers to return and make repeat purchases

• It reduces the need for marketing

• It decreases the need for customer service

• It allows for higher product prices