25 Ways To Get Repeat Business Online

I’m off to Birmingham on Friday evening to see Slipknot in concert again. I saw them for the first time in January last year, and I have seen some of my other favourite bands live three or four times. This has got me thinking about repeat customers, and what it is that makes a customer go back to a company to make a second (or third, or fourth) purchase.

So here are 25 ideas for how your online business can generate repeat customers:

Quality Products or Services

Provide a quality product or service customers will love
Provide something unique customers can’t get anywhere else
Make sure customers are aware of your USPs by selling yourself really well on your website, social media and email marketing
Pay attention to the details – even something as simple as pretty packaging or a personalised note can make a product feel more special
Be dependable – give customers what they expect from you and keep sight of your core competencies

Great Communication

Remind customers to buy things when they "need" them, for example in the run-up to Valentine’s Day
Predict when customers will need you again and remind them – for example if a customer has bought printer ink from you regularly, email them when you think it’s time for them to stock up again
Communicate with your customer throughout the entire buying process to increase trust and reassurance. You can do this by letting a customer know when their order has been processed and dispatched or allowing them to track their package.
Resolve any problems during the transaction quickly and efficiently to turn a potentially bad experience into a good one
Get personal with your follow-ups, for example by recommending a product based on your customer’s perceived needs or previous purchases
Gather feedback from customers, show that you value their opinions, and act on their comments
Be responsive with fast and helpful customer service via social media and email
Respond to any negative feedback quickly – comment on negative reviews so customers know you’re committed to providing a good service
Offer after-sales support if relevant so that customers can come to you for help with using their product

Great Deals

Offer packages or special offers on your customer’s next visit to entice them back
Reward your regular customers with offers and discounts

Great Online Experience

Remind customers you still exist with mailshots and marketing campaigns
Make everything easy for the customer – navigating your website, contacting you, and completing their transaction
Provide advice and information that helps your customers (and also shows off your expertise)
Show you care by sending birthday emails offering discounts or free gifts
Show gratitude – make your customer feel loved and important after completing a transaction
Think about your customers’ needs when writing copy for your website and marketing strategy – even on your About Us page, you need to show people why they should buy from you
Know your competitor, keep an eye on what they are doing in terms of online marketing, and strive to be better
Don’t give customers any reason to not come back to you – for example by having a buggy website with broken links or missing pages, or not being contactable
Stay up to date with industry news and trends to cater to your customers’ changing needs