Top tips to boost customer retention this year
Focusing on driving your customers to shop with you again and again isn’t just a ‘nice to have’; it’s essential for sustainable growth.
Acquiring new customers is getting more expensive, so brands that focus on keeping their existing customers engaged will always come out on top.
A strong retention strategy means customers spend more, come back more often, and stay loyal for longer, driving predictable revenue and reducing reliance on costly acquisition.
Plus, loyal customers are your best brand advocates. They’ll rave about your products, refer friends, and contribute to long-term profitability.
The brands that win long-term are the ones that treat retention as a priority, not an afterthought.
Here are some top tips to strengthen your retention game this year:
Add a "Reorder" Button in Customer Accounts
Make it easy for customers to repurchase by adding a "Reorder Previous Purchases" button to their account dashboard. This works particularly well for brands in the beauty, supplements, and consumables sectors.
Product Recommendations Based on Past Purchases
Instead of generic "Best Sellers," display AI-driven recommendations on your homepage or PDPs. Examples include "Complete Your Routine" or "Frequently Bought Together" bundles.
SMS for High-Intent Actions
Use SMS for order tracking, restocks, and VIP events to drive immediate engagement and repeat purchase.
Retargeting Ads for Repeat Purchases
Leverage paid media channels and retarget past shoppers with product refills, new arrivals, or exclusive events to encourage them to come back for more.
Exclusive Content via WhatsApp & Community Groups
Beauty and fashion brands are using WhatsApp and private social media groups to offer VIP early access to new drops, build communities, and create spaces for advice exchange. Check out 'The Fairfax & Favor Club' who have over 120k engaged users.
Retention isn’t just about keeping customers; it's about building deeper connections that drive long-term growth and profitability.
Small, strategic changes can have a huge impact on repeat purchases, CLTV, and brand loyalty.
The reality is, retention is where the real value lies. It’s not about chasing quick wins or one-off sales, it’s about building relationships that compound over time. The most successful brands know their best customers are worth far more than a single transaction, and they act accordingly.
So if retention hasn’t been at the top of your list, now’s the time to change that.