To acquire customers is costly. But to retain customers – not so much. That is one of the many reasons why returning customers should be what all retailers strive towards. But do you know the best customer retention strategies? Keep reading and you’ll get 8 pieces of advice!
New customers are exciting. But if your retail business spends all its time chasing them—and little on keeping the ones you already have, you’re leaving serious money on the table.
Retention isn’t just more cost-effective than acquisition (by a factor of up to seven times); it’s also where long-term growth happens. Loyal customers buy more, buy more often, and tell their friends. They become your brand ambassadors, spreading the word in a way no ad campaign ever could.
So why do so many retailers focus almost exclusively on acquisition? And more importantly, what can you do differently?
Let’s explore how you can build a customer retention strategy that not only works but becomes your strongest driver of profitability.
It’s actually pretty easy to start implementing strategies to reach higher customer retention. Here are 8 different strategies you can copy-paste into your way of working:
Too often, a retailer’s relationship with a new customer ends at the first purchase. But in reality, that’s when the real work begins.
An effective retention strategy starts with a thoughtful onboarding experience. Think of it as an extended first impression: a chance to welcome your customer, guide them to a second purchase, and lay the foundation for loyalty.
Some easy ways to improve your onboarding flow:
A simple thank-you or relevant offer can go a long way, and customers who feel seen are more likely to return.
If there’s one word at the heart of every successful retention strategy, it’s personalization. Today’s customers expect experiences that feel tailored to them. And if they don’t get it from you, they’ll find a competitor who delivers.
The good news? You don’t have to do it manually. With the right tools, you can:
Over time, this helps you build a smarter, more personal connection with your audience—and that’s what keeps them coming back.
No loyalty program or CRM tool can make up for a poor customer experience. That’s why your retention efforts need to extend across every touchpoint. Whether someone is shopping in-store or online, your brand experience should be intuitive, pleasant, and friction-free.
Here’s what to review regularly:
Even small frustrations can push a customer away, so aim to make every part of the journey smooth and enjoyable. Read more: How customer satisfaction affects customer retention
Modern shoppers care about more than just convenience and cost. They care about what your brand stands for. If you support sustainable sourcing, ethical labor, or community initiatives, bring those values forward in your marketing. Tell the story on your website, share behind-the-scenes content, and celebrate the progress you’re making.
When customers feel emotionally connected to your mission, they’re far more likely to stick around—not just as shoppers, but as brand advocates. Read more about retail brand loyalty and how to achieve it here.
Want to know what keeps your customers coming back? Ask them.
Customer feedback is one of the most powerful (and underused) retention tools out there. Start small with a post-purchase survey or Net Promoter Score (NPS) rating—and make sure you actually use the insights you gather.
Tips for effective feedback collection:
This kind of two-way relationship shows that you care—and builds trust that leads to long-term loyalty.
How to work with NPS scores in Voyado? Just add the module to your emails where customers can rate your company on a scale from 1-10, and you’ll get a feel for where you are on the scale. It’s a great way to find out which customers you need to show some extra love to.
Continuing to thrive and expand! Social media offers a wonderful platform to showcase your creative talents. When customers connect with your brand through inspiring content, they’re more likely to make another purchase!
Here what you can use social media for:
Even small gestures, like replying with a first name or emoji, make your brand feel more human—and more worth sticking with.
In Voyado, you can work with Facebook audiences. Wouldn’t it be awesome if the person handling your social media could use their first name when responding to comments and tags? This shows the real person behind your brand and makes the customer feel more connected to you.
Customer service is often where loyalty is either won or lost. When shoppers reach out with a question, complaint, or concern, it’s a chance to show them how much you care. Fast, proactive, and personalized support can turn a frustrated buyer into a raving fan.
Here are a few tips of how to make that happen:
Great service isn’t just about fixing problems—it’s about building trust.
Think about what you want your customers to say when they talk about your brand. Do they mention the surprise note in their order? The ultra-fast support reply? The personalized product recommendation that turned out to be perfect?
These small, meaningful moments are often what transform a single transaction into a lasting relationship. Loyalty isn’t built on points alone—it’s built on feeling valued.
So go the extra mile. Add delight. And create experiences your customers can’t help but talk about.
The right tools make all the difference. At Voyado, we make customer retention simple, innovative, and scalable.
With one platform, you get:
Whether you’re just starting out or looking to sharpen your strategy, Voyado gives you everything you need to turn shoppers into raving fans. Explore Voyado’s features and start building retention strategies that truly perform.
We love all things customer and product data, and would love to chat about your brand’s individual challenges, and how our solutions can help.
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