ILG offers tips for retaining Black Friday customers
Logistics firm International Logistics Group provides six tips for e-commerce brands to retain customers post-Black Friday. The aim is to convert new buyers into repeat purchasers through improved experiences.
International Logistics Group (ILG), a logistics provider, has released guidance for e-commerce businesses on how to foster customer loyalty following Black Friday purchases. The company advises that online retailers should focus on a smooth purchasing process and a positive delivery experience to turn new Black Friday shoppers into repeat customers.
During peak periods like Black Friday, it is crucial for e-commerce brands to ensure customers have a seamless experience from adding items to the cart through to delivery. ILG states that acquiring new customers is significantly more expensive than retaining existing ones, highlighting the importance of customer loyalty for sales growth.
According to ILG's six key tips for enhancing customer retention, an easy and clear checkout process is paramount. This includes offering multiple payment and delivery options and ensuring completely transparent pricing, so customers are aware of the final cost without hidden fees.
The delivery experience is also critical. ILG recommends keeping customers informed about their order status via email, SMS, or app. Accurate and realistic delivery time estimates, along with fast and reliable delivery, build trust. It is estimated that 72% of consumers say on-time delivery strongly influences their decision to buy again.
Furthermore, ILG emphasizes the role of the unboxing experience in shaping a customer's initial impression of a brand. A visually appealing, memorable, and eco-friendly package can serve as a marketing channel to attract new customers beyond the Black Friday event.