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“If you leave me now”: How to hold on to e-commerce customers (Webinar)

Blog by Ian Luck
February 14, 2018

Dave the retention manager had the bright idea of singing an old Chicago song to the customers

Chicago’s 1976 cheesy chart-topper echoes the mournful cries of e-commerce retailers as their expensively-won customers fail to return to purchase again. With an average of 89%* of customers leaving after one purchase it really is “Taking away the biggest part of me”.

In a short webinar we bring together two experience e-commerce executives to discuss ways of keeping customers loyal, and returning to buy again. Here’s a clue: it’s not repeatedly sending marketing emails.


Examining the strategy  behind the customer retention strategies of major ecommerce vendors including Sony, Philips and others.

  • Looking after the important customers – we show how 7%** of ecommerce customers drive more than half the revenue
  • Using an open source KPI as a benchmarking tool: the Net Promoter® Score
  • Making customers feel like VIPs – involving them in service improvements

Learn practical examples and hear some little-known facts, and put your questions to the experts.

About the presenters

  • Jos Williams, international e-commerce expert: Former Director of Philips eShop Europe, currently with
  • Adam Dorrell, CEO CustomerGauge, former Director of SonyStyle Europe and

This webinar is now archived (30 minutes): watch it here

The presentation is available in our Download area.

(first broadcast Tuesday 19 July 2011)

*/** based on anonymised retention numbers/RFM data from 10 major ecommerce clients (CustomerGauge)

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