Success on Yumbles, like any channel, isn't all about acquiring new customers each month. You will also want to ensure that newly acquired customers return and buy from you again.
The stats dashboard gives you data on how much of your sales revenue is from returning customers and what % of customers who bought from you in the selected period were returning customers (your repeat rate). This is an important one to monitor, and try and increase.
Here's just some of the tactics you can deploy:
Fulfil Orders on Time. It has to start there. Deliver the service they expect which means delivering their order in line with the timescales you are communicating on your shop pages and on orders. Check your On Time Fulfillment metric on the Customer Service tab of the Stats Dashboard which will tell you if there is room for improvement on this. If the issue is that the delivery times you are showing in your shop and on your orders don't reflect your current realities then adjust your timescales in your shipping settings.
Activate a promo code on your packing slip. Add an incentive in every packing slip that goes out with the orders. If you activate a promo code on your packing slips then recipients will see a clear call to action (and direct link) to come and shop from your Yumbles shop and receive your gift (discount). Find out more about Promotion Codes.
Enable Subscribe & Save. If your items are regular consumption items that customers might want to get recurring deliveries of then make sure you have enabled Subscribe & Save in your listings. Find out more here.
Listen to Customer Feedback. Customer complaints, negative reviews, refund requests... these can be hard to see but can also be seen as opportunities. If you address some of the fair and consistent feedback points, you can increase customer satisfaction and ultimately your repeat rate. Don't forget for every 1 vocal unhappy customer there will be ten fold more voting silently with their feet instead and shopping elsewhere next time.
If all of the above is in place and yet you continue to see low revenue from returning customers then consider if your product range is meeting expectations and delighting customers sufficiently or if there is room for improvement. It is rare for customers to proactively give feedback instead they may be simply voting with their feet so if you aren't sure why customers aren't returning then reach out to a few and ask for feedback on their experience.
Comments