Request Demo

E-Commerce is built on Returning Customers

Blog by Adam Dorrell
February 14, 2018
If you work in the e-commerce business, you'll know that customer retention is maybe not the sexiest part of the operation, but it's one of the most important. Too often I've seen a relentless drive for customer acquisition - spending $20 - $50 on getting customers to buy.So how does a retention rate of 75% grab you?Tony Hsieh, CEOs of Zappos, a $1bn US online apparel store showed how they get to these numbers in his recent SXSW presentation, and kindly shares his 10 lessons for success in e-commerce with us.[slideshare id=298372&doc=zappos-sxsw-presentation-top-10-lessons-learned-in-ecommerce-03-08-08-1205009434280458-3&w=425] Summary: Zappo's Keys to Success:
  • Customer-centric Philosophy "Powered By Service"
  • 5 weeks of "Culture" training
  • Fast, Free shipping and free returns (up to 1 year!)
  • Repeat Customers:
  • Customer Service is an investment (not an expense)
  • and others... check the presentation.
More on Tony's
Subscribe now to get the latest from the CustomerGauge Blog
See our Privacy Policy and GDPR terms.
More On This Topic
Loading Symbol