And then, they incentivize a repeat purchase with both a $10 coupon code AND free shipping.
Posted: Sun Dec 22, 2024 9:22 am
In e.l.f.'s case, they are incentivizing joining telegram database their loyalty program, "Beauty Squad", not a single transaction.
They also create various types of incentives. You get $5 off. You get free shipping. 50 points are added to your account - ANDY you get the option for a free full size item.
This layering of incentives is a common theme in e.l.f.'s customer retention strategy.
Customer Retention Tactic 2: Overcoming Bad Experiences with Pre-Emption, Apology, Free Shipping, and Free Moneys
How do you handle late shipping times?
e.l.f. recognizes when a shipment is delayed. And they don't pull any punches in their response.
Here is a screenshot of the email they send out.
Notice how they take a bad experience and use it to ensure a repeat purchase.
They apologize. They recognize me as a first-time customer, and stand by the value they create in generally on-time deliveries.
All of this is done without complaint from the customer. Instead, it is triggered when there is a delay in shipping.
This is key.
Customer's don't always voice their displeasure. Taking initiative is key to customer retention.
Customer Retention Tactic 3: Creating a Tiered Loyalty Program that Rewards Lifetime Value, not Transactions.
Loyalty programs should focus on lifetime value, and hedge against rewarding transactional behavior.
They also create various types of incentives. You get $5 off. You get free shipping. 50 points are added to your account - ANDY you get the option for a free full size item.
This layering of incentives is a common theme in e.l.f.'s customer retention strategy.
Customer Retention Tactic 2: Overcoming Bad Experiences with Pre-Emption, Apology, Free Shipping, and Free Moneys
How do you handle late shipping times?
e.l.f. recognizes when a shipment is delayed. And they don't pull any punches in their response.
Here is a screenshot of the email they send out.
Notice how they take a bad experience and use it to ensure a repeat purchase.
They apologize. They recognize me as a first-time customer, and stand by the value they create in generally on-time deliveries.
All of this is done without complaint from the customer. Instead, it is triggered when there is a delay in shipping.
This is key.
Customer's don't always voice their displeasure. Taking initiative is key to customer retention.
Customer Retention Tactic 3: Creating a Tiered Loyalty Program that Rewards Lifetime Value, not Transactions.
Loyalty programs should focus on lifetime value, and hedge against rewarding transactional behavior.