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Strategies for retention

Learn and grow your ecommerce strategies to build customer loyalty and increase retention.

  • 15 Topics
  • 28 Replies
15 Topics
liz.hayes
Problem Solver III
liz.hayesCustomer Champion
published in Strategies for retention
Harness customer insights to deliver unexpected joy

Surprise and delight marketing is all about going beyond the transactional, to create unforgettable, unexpected experiences for your customers.It’s about surpassing expectations and sparking genuine joy—leaving a lasting impression that transforms casual shoppers into lifelong advocates for your brand.When it comes to surprise and delight campaigns, they can be a lot like flossing. You know it’s essential, but finding the time, energy, and motivation can feel like a challenge. And let’s not forget the biggest hurdle in retail—budget. How do you justify the ROI on initiatives centered around emotional connections, personal loyalty, and relationship building?The answer lies in one simple question: What is your customer truly worth to you? How do you quantify the value of a loyal brand advocate—someone who keeps coming back, shopping with you for years, and enthusiastically recommending your brand to everyone they know?In my opinion, that kind of loyalty is priceless. This (lost) art of s

322
talhahussain
Problem Solver IV
1 day ago
Christiannoerbjerg
Problem Solver III
ChristiannoerbjergProblem Solver III
posted in Strategies for retention
Are you dependent on the checkout start event to show customers their basket in an email? No need to with this solution.

Imagine a world where you can guide your customers seamlessly back to their checkout with a single, personalized email. By leveraging webhooks in Klaviyo, you can achieve this—saving cart items and checkout URLs directly as properties on customer profiles. This innovative approach not only streamlines your email marketing but also enhances the customer experience. Let’s dive into how it works and why it’s a game-changer for your e-commerce strategy.Why use webhooks to save cart items and checkout URLs?Traditionally, abandoned checkout emails rely on the customer triggering an event, such as leaving their cart without completing a purchase. While effective, this approach has limitations—most notably, the delay in communication. With webhooks, you can save cart and checkout data in real time, enabling you to: Send timely follow-ups: No need to wait for the abandoned checkout flow to trigger. Engage customers proactively. Personalize at scale: Use Klaviyo’s person.lookup tag in campaign

20
Christiannoerbjerg
Problem Solver III
9 days ago
In the Inbox
Partner - Platinum
In the InboxChampion & Partner
published in Strategies for retention
Measuring success & growth opportunities with reports

Hello Community, I’m a big fan of data, and when it comes to helping my clients develop meaningful and impactful campaign strategies, everything I do is data-driven. Klaviyo comes packed with a variety of reports and dashboards to help you analyze, really any aspect of your owned marketing initiatives. In fact, the amount of data and analysis you can access from this platform is among the best in the marketplace. Over the last few years, since I’ve been using Klaviyo, I have seen them roll out a ton of different reporting tools. While the list of different tools for campaigns and flows is long, I wanted to highlight some of my recent favorite reports in an area that might get overlooked: list growth and engagement. Here are my top 3 list growth and engagement reports you can use to track success and identify growth opportunities. 1. Subscriber Growth ReportFor a long time, measuring growth had to be manually figured out via segments and for a specific list. It was challenging to determ

601
M
Contributor II
10 days ago
KatherineB
Partner - Platinum
KatherineBChampion & Partner
published in Strategies for retention
Build brand advocates and boost retention with free trials

Free trials are a great way to engage interested leads and bridge the gap between the consideration and buyer phases of the customer journey.Leads tend to be more qualified, since only someone truly interested in your product or solution wants a trial. And the longer someone uses a product, the more likely they are to keep it or purchase more.Is a free trial offer right for your business?Free trials are a great tactic, but they don’t work well for all business types. If you sell products that are very complex or high-value, a free trial might not offer enough time for users to truly appreciate the product/service.If you have a very small team and limited resources, the effort to set up (and possibly manufacture) a trial version of your product could be prohibitive.Lastly, if you’re part of a niche market or have a small number of potential consumers, a free trial might not be necessary since consumers in these types of markets tend to be more informed.Benefits of offering a free trialI

471
alexratcliff
Problem Solver III
23 days ago
A
Problem Solver IV
ashgc1997Customer Champion
published in Strategies for retention
Beyond Points: Designing VIP Tiers That Build Customer Loyalty

The development of loyalty programs: establishing genuine customer relationships with VIP tiersAcquiring new customers can be 4–5x more expensive than retaining current ones, according to Forbes—which makes building customer loyalty a wise and economical tactic.VIP loyalty programs have the power to transform new customers into devoted brand advocates, especially during hectic times like the holidays—and using personalisation and VIP tiers can improve your loyalty program above and beyond points, further increasing customer retention. Here’s how. Shifting the perspective of loyalty programsOne-size-fits-all loyalty programs are obsolete. More than points and discounts, today's consumers seek out distinctive experiences, a feeling of belonging, and relationships that make them feel like they’re part of a community.Memorable experiences, not just points, are what create loyalty in today’s world. VIP tiers address this need by giving consumers a more upscale brand experience and making th

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alexratcliff
Problem Solver III
23 days ago
In the Inbox
Partner - Platinum
In the InboxChampion & Partner
published in Strategies for retention
Why clean your email list right after Cyber Weekend ?

Hi Community! Happy Post-BFCM season. Cleaning your email list is among the most important tactics you should do to maintain a healthy marketing program. In my experience, most brands prefer to clean their list in Q2 or Q3, when sales cycles might be lower, or in preparation for the Q4 holiday push.  Another great time would be right after the holiday season.  During the holiday push - BFCM (Black Friday/Cyber Monday) and December - brands often expand their regular “active” segments to a broader range to try and engage lapsed or churned customers in hopes that those contacts may return to make a new purchase when prompted with an incredible offer. While customers are conditioned to receive an increased number of emails, the inbox service providers (ISPs) also expect the influx of messages and seem to tolerate it enough without penalizing the brand’s email reputation for breaking best practices*. You can also use this opportunity to weed out invalid addresses via bounces, given the inc

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Lyrick
Contributor I
1 month ago
Omar
Partner - Platinum
OmarChampion & Partner
posted in Strategies for retention
How to mass (re)move profiles from/to a list

We needed to mass (re)move people from a list without unsubscribing, deleting or suppressing the profiles. For a client of ours we recently ran into an issue where we needed to mass remove various contacts from a list and add them to separate sub/smaller lists.Segmentation was not an option since we needed people to be subscribed to a list and not based on variables that could change. In this specific case it was a custom multilanguage shop with 1 Klaviyo account.An easy way to remove subscribers from a Klaviyo listKlaviyo does not provide an option to delete users from a list without manually removing them one by one. With thousands of people that needed to be removed this was not an option.SolutionUsing the information found in the klaviyo development documentation I've created this as a way to remove contacts from a list by using a CSV file with all email addresses in the header Email.Use case:While having to split up a main list in seperate sub-lists I encountered an issue that we

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ali786
Problem Solver IV
1 month ago
Adam Ragsdale
Partner
Adam RagsdaleChampion & Partner
published in Strategies for retention
How to Nurture Your Customer Base Without Discounts

Are you familiar with this scenario? Sales are sluggish, so you decide to send an email campaign with a discount offer. It works and delivers an immediate boost in sales. You might think, “Wow, this is easy!” But can you just keep regularly sending? Not so fast, my friends. Regularly sending discount emails can help deliver short-term sales, but it can also:Erode your profit margins Attract price-sensitive customers who aren't loyal Devalue your brand in the eyes of consumers On top of all that, here's the real problem: relying on discounts means you're not truly nurturing your customer base. You're just bribing them to come back. When was the last time you felt a genuine connection with a brand that constantly bombarded you with discount codes? Exactly.  In the ever-competitive ecommerce market, this approach is unsustainable. Consumers have countless options, and if price is their only consideration, you'll always be racing to the bottom. So how can you nurture your customer base wit

2401
retention
Partner - Platinum
1 month ago
Ashley I.
Partner - Platinum
Ashley I.Champion & Partner
published in Strategies for retention
How to turn new customers into repeat buyers

 We all know that it costs exceedingly more to acquire a new customer than it does to retain a hard-won one; 4 to 5 times more, actually, per Forbes. The holiday season presents a unique opportunity to introduce brands to a large influx of first-time buyers that they can convert into loyal customers. In this post, we’ll explore some tried-and-tested strategies you can implement today to retain your new customers. Understanding the stages of the customer journey  We think about the customer journey in 5 stages: Awareness, Acquisition, Conversion, Fulfillment, and Loyalty. During the Awareness & Acquisition phases, prospective customers are most receptive to information that’ll help them identify a fix for their specific need. They also compare products and the benefits of choosing between various brands during these top-of-the-funnel stages. When customers enter the Conversion stage, most have enough information to make a purchasing decision, while others may choose to subscribe and

7402
Victoria_ap_G
Expert Problem Solver I
10 months ago
In the Inbox
Partner - Platinum
In the InboxChampion & Partner
published in Strategies for retention
How to engage your unengaged segments after the holidays

 In Part 1 of this series, “Why you should clean your email list right after the holidays”, we shared a couple of tactics to use during the holidays to effectively identify unengaged email subscribers from the increased send volumes during BFCM and December. If you missed it, make sure to check it out . In part 2, we want to explore alternative ways you can leverage segments of unengaged or even unsubscribed contacts identified during the holidays to market your products and services.  Depending on your business, your engaged and unengaged segment definitions may differ. However, some segments we commonly look at after the holidays include: Email engagement:  90-day email open, 0-6 month purchase 180-day email open, 0-6 month purchase 365-day email open, 0-6 month purchase Non-opener, 0-6 month purchase Non-opener, no purchase Unsubscribed  Website engagement 90-day active on site, 0-6 month purchase +90-day active on site, +6 month purchase +90-day active on site, no pur

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Akers Digital
Partner - Silver
1 year ago
chelsgrove
Partner - Gold
chelsgrovePartner - Gold
published in Strategies for retention
How To Win Back Your Users Effectively

Hi Community!  Winback emails are pretty standard practice in marketing, and with good reason. They have been proven to boost engagement and bring customers back into the buying cycle. However sometimes I’ll be working with a client who has implemented a winback flow, but they aren’t seeing good results. Why does it work for some businesses, and not for others? The answer is in the details.  How to Create an Effective Winback Strategy While a business might be sending out emails that are triggered by inactive accounts, there’s no guarantee that the email will be received, opened, or influence the customer to reengage. Not unless you tailor that email to meet not just your needs, but the needs of the customer. So before you create a generic email with the title “winback,” you first need to identify why the customer stopped engaging and what would persuade them to come back.  Identify What Persuades Your Users To identify the why you’ll need to first evaluate your own product and anticip

9992
Jameswalon
Contributor I
2 years ago
julie.accardo
Klaviyo Employee
julie.accardoKlaviyo Employee
posted in Strategies for retention
Recap discussion: [Account spotlight] A glimpse into Chike Nutrition’s marketing strategies

  Let’s keep the conversation going with Shea and Julie from the October 26, 2022, Account Spotlight featuring Chike Nutrition! This is a collaborative space to post any of your additional questions or share your own marketing wins, strategies, or lessons learned with other like-minded business owners and creators. During this session, we discussed how the Chike Nutrition marketing team: sent a revenue generating email campaign to raise awareness of their new exclusive VIP Facebook group.  approaches running offers and discounts and which are the most successful for them. ran a 24 hour initiative where they refunded a single same day purchase every hour and how they can improve similar campaigns in the future. If you want to learn more, check out our live training schedule to see when the next Account Spotlight session is scheduled. Key takeaways from the training:  With repeat customers spending, on average, 31% more than first time customers, it’s no surprise that nurturing exist

2641
S
Contributor I
2 years ago
Bobi N.
Partner - Platinum
Bobi N.Champion & Partner
published in Strategies for retention
The importance of list cleaning and how to properly do it

Hello Community!  I’m going to lead us through this conversation through the point of view of an email marketing agency, sharing how to effectively tell your clients the potential issues your account faces if you choose to dismiss this practice, however, this conversation is equally important to those managing their own email marketing strategies too! This topic is specially important as we are in BFCM prep season. Let’s get started! Why You Should List Clean There are several reasons why this practice is important for your account and additional benefits from this habit that I’d like to outline as well. Here are a few: Improve your account stats (open and click rates) By removing unengaged users and lowering the amount of subscribers you send to, your opens and clicks will increase because you’re sending more to users who actively engage with your content Gain a better account health rating This is the rating that inbox agencies give to your account and it greatly depends on t

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Bobi N.
Partner - Platinum
2 years ago
In the Inbox
Partner - Platinum
In the InboxChampion & Partner
published in Strategies for retention
How to merge profiles and utilize transactional messages

Hi Community!  You might have seen me popping into Community threads here and there, but today I wanted to share some of my experiences with you all in regards to utilizing transactional messages to build your brand’s deliverability. Deliverability is a huge factor in email marketing and your brand’s success so you should always be aware of how you’re doing and of course, looking for ways to always improve! Having a good deliverability rates for your email sends, essentially lets the inboxes that they can trust you and have a good ‘sender reputation’ essentially.  However, as we sought to increase our deliverability rates, we also gained a lot of insight into the process of merging profiles in Klaviyo that I think could benefit the Community at large too! Identifying the Opportunity at Hand Transactional messages typically have high engagement rates as most customers want to know if their order was received and/or shipped and are very likely to open these emails. Essentially, my client

6370
In the Inbox
Partner - Platinum
2 years ago
Mailbox Manny
Partner - Silver
Mailbox MannyPartner - Silver
posted in Strategies for retention
🔔 Tip: Syncing Shopify Account Registration/Loyalty Customers To Your List

Hey Community, this time of year is a great time to double check/audit your account to get ready for Q4 and I came across something you may not realize is happening.This reminder/tip is especially for those with a loyalty program in Shopify.  Most loyalty programs require members to register for an account on the store. The usual message to encourage visitors to sign up is early access, exclusives and discounts. However, I came across an account recently that didn’t realize visitors creating an account weren’t being added to their email list (and then not getting the email of the perks advertised).Solution?A little bit of coding to make it all work. Here’s an easy to follow tutorial on how to update the code in Shopify to get it working. https://help.klaviyo.com/hc/en-us/articles/4403349019163-How-to-Sync-Shopify-Account-Registration-Customers-to-a-ListIf you’re having any issues, send me a note!

801
Dov
3 years ago
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