Get returning customers to your online shop

Art. no. 140014490 24 Apr 2025

Whether you're new to e-commerce or have been doing it for years, getting conversions is always difficult. With the ever-changing consumer landscape and marketing strategies, it's hard to win this never-ending battle for customers.

Did you know that about 69% of e-shoppers abandon their shopping cart before they get to the checkout? We've put together some great tips to help you get more repeat customers on your online store.

Improve your customer service
Support systems help you communicate effectively with your customers and provide them with the right level of support. A support system can help both before and after the sale by enabling you, or your employees, to clearly communicate with the customer.

Having a live chat or helpdesk tool available can turn a customer query into an actual purchase or a complaint into a solution. Whether they come through your webshop, via email or social media. Very often, a quick and well-handled problem can turn a dissatisfied customer into a loyal, returning customer. You also get invaluable feedback directly from customers that can help you improve your products and your overall shopping experience.
Offer a loyalty program
Reward customers for their loyalty. It could be a membership or a discount code when your customers come back and buy your products. Take inspiration from the e-commerce giants when it comes to points systems and the like. Maybe it's as simple as rewarding your customers in some way for their second purchase in your store or after they have purchased a certain amount of goods/services.

*This can be achieved by manually setting up different discounts for customers. Read more here.
Ensure a great experience for customers during their visit
Start from the premise that nobody really needs what you sell. In just over 25 years, we have moved from an economy based on the scarcity of goods and services to one that offers an unimaginable abundance. There are very few products you can sell that are not already sold elsewhere.

Instead, focus on how you sell what you sell. Differentiate your customer experience from your competitors and increase the chances of them coming back! Products come and go, but there will always be a market for truly remarkable experiences.
Reduce the risk of cart abandonment
Send out emails if the customer leaves the cart without completing their purchase! Because if they choose to read that email, statistics show that they tend to spend 55% more than the original cart was worth. Talk about great marketing!

Remember, these emails are going to customers who already have some knowledge of your brand. They already know your brand is good, so remind them why they can trust you.
Send newsletters/use email marketing
You can use email marketing to nudge existing customers in the right direction, and get them to repeat a purchase. By sending personalized messages, you can reach people who have abandoned their basket or who have bought consumables.

Previous customers have already shown some interest in your brand's products, so there's a good chance they can be encouraged to buy again. Regular emails are also a great way to keep your brand top of mind with customers, showcasing new products, promoting sales and offering exclusive discounts - all of which can help boost sales.
Learn from feedback
Our final tip is to listen to your customers. Give them a chance and many will be brutally honest and tell you exactly what they love, and what they don't. Make it easy to give reviews on multiple channels.

Collect reviews on social media and ask for a review after each purchase via email. You can send a thank you email and include a short survey or a simple ranking system. You can then use the collected information to send personalized offers. Remember that returning customers spend more if they trust your brand.

Also, consider the use of your coupons as feedback - you can see which promotions work best and adjust accordingly.

Returning customers are a valuable resource for any e-commerce business. While you are making efforts to bring in new customers, you should also focus on getting repeat purchases from your existing customers.

Bonus tip!
Having returning customers in your webshop is great! But how can you ensure they buy from you? Let's take a quick look at some steps on how to successfully drive repeat purchases from your ecommerce customers:

Collect data.
Create customer segments based on behavioral patterns
Build category groups for product recommendations.
Implement machine learning.
Use retargeting ads. Read more at Facebook