Customer Loyalty in E-Commerce In perspective of Bikroy.com
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This document discusses customer loyalty in e-commerce. It introduces five team members and their topic on customer loyalty in e-commerce. It then defines customer loyalty and discusses the importance of retaining existing online customers. It outlines some successful customer loyalty strategies like fast delivery, meeting expectations, easy repeat purchases, and free returns. It also discusses why loyalty programs are important to stand out from competitors and increase customer spending. Finally, it discusses factors that influence customer loyalty like service quality, customer trust, personal interactions, website design, reliability, and product quality.
Customer Loyalty in E-Commerce In perspective of Bikroy.com
- 1. Welcome
- 2. TEAM MEMBERS NAME ID MAHBUB NABI RASEL M21421111108 NAZMUS SHOEB JAMIL M21421111122 NAZMUL HOSSAIN M21421111123 MD.BILZAR RAHMAN M21241111141 MD.SUMON AHMED M21241111130
- 3. TOPIC CUSTOMER LOYALTY IN E-COMMERCE
- 4. INTRODUCTION Customer loyalty is both an attitudinal and behavioral tendency to favor one brand over all others, whether due to satisfaction with the product or service, its convenience or performance. Creating online customer loyalty, Retaining existing customers is a necessity for online vendors. Customer loyalty encourages consumers to shop more consistently. and feel positive about a shopping experience and helping attract consumers to familiarize themselves with brands in the face of a competitive environment.
- 5. A successful Customer Loyalty Strategy Get the packaging right : Have complete control over the delivery process, ensure that the packaging has that 'wow factor‘. Offer fast delivery options: Retailers should never underestimate the 'want it now' mentality. If customers know that they will receive goods quickly when they order, they'll keep coming back.
- 6. A successful Customer Loyalty Strategy Set and beat customer expectations: This is vitally important, as delivery issues are guaranteed to deter repeat purchases. It's about under-promising and over-delivering. Easy repeat purchases: One-click payments are a big part of its success online It makes purchases incredibly simple so encourages shoppers to keep coming back.
- 7. A successful Customer Loyalty Strategy Social media customer service Offering great customer service via social media can help customers to avoid the pain of the call centre queue, and offer a more personal touch. Offer free and easy returns Offering free and convenient returns is a great way to persuade first-time customers to buy, but is also a great retention tactic. If customers know they can return items easily if they change their minds, they are more likely to come back again.
- 8. WHY USE LOYALTY PROGRAM STAND OUT : Acknowledge new buyers with a reward for first time purchase. It’s easy to stand with the crowd, it takes courage to stand alone. Promote yourself as a unique company with a unique service & give customers a reason to choose your Brand
- 9. WHY USE LOYALTY PROGRAM COST LESS & PROVIDES INSTANT ENGAGEMENT: Rewards must be instantly available or if the customer chooses, accrued toward future purchases Acquiring a new customer costs 5-10 times more than retaining an existing one.
- 10. WHY USE LOYALTY PROGRAM BUY MORE : Rewards must be meaningful - if you are selling online, redemption of rewards should be available online. A repeat customer spends 67% more than a new one.
- 11. SERVICE QUALITY AND CUSTOMER LOYALTY Customer loyalty deals with customer intentions to do more business with the vendor . Recommend that vendor to other customers Quality service is something that customers typically want and value, providing high quality service. It should arguably increase their willingness to come back Customers who experience low service quality will be more inclined to defect to other.
- 12. CUSTOMER TRUST AND CUSTOMER LOYALTY • Customer trust in the online vendor is important. • there is little guarantee in an Internet environment that the online vendor will refrain from undesirable, unethical, opportunistic behaviors. • Unfair pricing, presenting inaccurate information, distributing personal data and purchase activity without prior permission redeemed customer trust. customers who do not trust an online vendor will be less inclined to do business with the vendor.
- 13. Factors Personal Interaction: Asking the customer about the use of Website how they personally Feel during visiting purchasing from the website. Physical Aspects: the website designed user friendly or not to the customer .
- 14. Factors • Reliability: • The information about the product • Delivery of the product on the right time • Policy: • mainly focuses on safety trading • securing the information of the customers • a better e-commerce experience.
- 15. Factors • Product Quality: Customers are asked • the quality of the product that they have previously purchased and they • can easily order the product whenever they want. • Site Availability: • is site availability 24/7. • From any technology