Comments on: Treat your customers well, your repeat customers better

By: Peter Harrington

Peter Harrington — Sat, 03 Sep 2011 08:33:41 +0000

In our business – http://www.alwaysriding.co.uk, we make use of a nice open source system called http://www.mailbeez.com, which allows us to send loyal customers personalised email offers after a certain number of orders – certainly helps us to reward loyalty, and our customers seem to really appreciate it.

By: Ecommerce Web Development

Ecommerce Web Development — Fri, 16 Jul 2010 20:17:07 +0000

I think you are absolutely right. Repeating customers will trust transactions however you should always develop your site with usability and security in mind. Studies show that over 70% of visitors that leave with no transaction left because of failed checkout pages or they feared giving out their credit card information because they did not feel it would be protected. Security and Usability go a long way with eCommerce sites. Thanks for the post.

By: Online Store Coach

Online Store Coach — Sat, 19 Jun 2010 19:00:12 +0000

Agreed. Not enough online retailers focus on their current customers. Too bad because that’s where all the profit is.

I’l like to add to this conversation the concept that not all current customers are created equal. So, if you are to focus on driving repeat business, then make sure you’re focused on the best customers (best lifetime value or affulent) vs. a broad approach to go after all repeat customers.

Keep up the good posts.

Thanks,
David
OnlineStoreCoach.com

By: E-Ticaret

E-Ticaret — Mon, 24 May 2010 16:46:41 +0000

This is an interesting post, mostly true. i think that, any company should make their each and every customer feel that they are one and only one customer of the company. it doesnt matter new or repeat.

By: e-Commerce Solutions company New York

e-Commerce Solutions company New York — Sat, 15 May 2010 09:40:06 +0000

Hey first thnaks for sharing the article. Really the word of bad customer service spreads much further than that of good services.

By: Paul

Paul — Fri, 23 Apr 2010 18:06:05 +0000

Customer Service is very important, even some of the bad customers you need to treat good, as word of mouth can be damaging to buisness, the ” customer is always right” attitude is i think crucial for any successfull buisness.

By: Chris Q

Chris Q — Fri, 23 Apr 2010 14:04:18 +0000

Nice article, and some good points. It’s very true that word of bad customer service spreads much further than that of good service.

By: Online Bidding

Online Bidding — Wed, 07 Apr 2010 06:19:35 +0000

The subject “your repeat customer better” is the most important subject in regard to the Business Development opportunities. Now We need to analyze what strategies we need to adopted to get the potential customer on our website and the customer will become our repeating customer.

Regards

By: Redspell

Redspell — Sat, 03 Apr 2010 22:58:30 +0000

Very interesting post.

As Tula states, the issues regarding payments received via paypal always puts online sellers on their back foot. There are so many instances where e commerce stores can lose money when using paypal you can’t really blame one for being extra meticulus (even if it was for a $10 sale).

Fair play to the online retailer in your second example, a good example of customer service.

By: Tula

Tula — Thu, 25 Mar 2010 23:42:59 +0000

I think part of the blame for the first problem can be placed on Paypal. They have very restrictive policies for covering payment problems and one of them requires shipping to a confirmed address. If someone ships to an unconfirmed address, they receive no Paypal protection for it.

Now, the company could override this for a repeat customer, but I find I can’t fault them for complying with the policies of their payment service provider.