top of page

Consumer Retention for Direct to Consumer Brands

Writer's picture: Aditya SomaiyaAditya Somaiya

Acquisition is costly business. What is costlier, is low retention.


What do you do with acquired consumers?


Purchase marks the end of courtship and the beginning of a relationship with your consumer. How you nurture that relationship here on determines its longevity and "happiness".


What happens post purchase?


- Post purchase anxiety - In case of a high involvement category, what the consumer didn't buy starts to feel more valuable than what she did, reassurance at this stage goes a long way


- Delivery experience - this is simple, #amazon sets the gold standard, try to come as close to it as possible


- Product Unboxing and Initial reaction - Imagine opening the package yourself and see if you deliver on the brand promise e.x if a brand talks about sustainability, is it using sustainable packaging


- Product Usage - this is make or break, without it, retention is a non starter


- Feedback - do you take feedback, not reviews and ratings but actual feedback, do you use it and acknowledge the feedback


- Conversation - do you have conversations with your consumer, e.x. if you sell coffee/ tea, can you send an email with 5 innovative recipes that the consumer can try with your product, notice how it's conversation and not one side communication


- Repeat Purchase - Understand your category, if it's variety seeking, offer the variety, if its habit, make the process of repeat purchase easier through subscription etc and offer value (note, value is not only discounts)


- Make the Consumer Feel Valued - Like relationships, not all relationships are the same, investing time and resources in the important ones (read loyalists) is the way to go


- Community - Give similar consumers a platform where they can exchange ideas, the brand is the gatekeeper of the community, the participants drive the engagement and the conversation


Start small, listen intently, communicate and be willing to change.


59 views0 comments

Comments


green logo.png
  • LinkedIn
  • Facebook
  • Instagram
Contact Us
  • Know more about Digital Marketing
    digital marketing services company | digital marketing and ecommerce | ecommerce digital agency | ecommerce digital marketing agency | ecommerce digital marketing strategy | digital performance agency | performance based marketing agency | performance based marketing companies | performance marketing companies | performance agency | digital marketing for ecommerce website | ecommerce growth agency | ecommerce advertising agency | Performance marketing services | performance digital marketing agency | digital marketing agency for ecommerce ecommerce marketing agency near me | top ecommerce marketing agencies | d2c marketing strategy | digital ecommerce marketing agency | Performance marketing Expert | d2c digital marketing services | d2c digital marketing consulting | d2c marketing consulting | ecommerce consulting | digital marketing experts | ecommerce ppc management | ecommerce marketing agency | digital performance marketing shopify marketing agency | online performance marketing | best performance marketing agencies | performance marketing agency | top performance marketing agencies | ecommerce consulting agency | ecommerce digital marketing company performance media agency | best ecommerce marketing agency | d2c marketing digital marketing ecommerce agency | digital agency for ecommerce | digital marketing services for ecommerce | d2c marketing agency | d2c digital marketing agency | Scale your ecommerce business | digital marketing services for d2c | d2c marketing company d2c performance marketing agency | ecommerce agency | ecommerce digital marketing | ecommerce marketing consultant | ecommerce digital marketing services | best ecommerce agency near me | ecommerce agency near me | social media marketing agency for ecommerce | ecommerce agency services | ecom digital marketing | ecommerce social media marketing agency | ecommerce digital advertising | ecommerce marketing firm | digital ecommerce marketing | digital marketingagency | top 10 digital marketing companies in delhi | top digital marketing company in india | digital marketing company in noida | social media marketing | d2c business | ecommerce consultancy services | ecommerce marketing agency | ecommerce consultants near me | digital marketing for ecommerce | digital marketing services | marketing companies in pune performance marketing companies in india | top 10 marketing company in india within digital marketing agency | digital marketing ecommerce | shopify agency | digital marketing agency delhi | digital marketing company | digital marketing company in jaipur how to do e commerce marketing | ecommerce consulting | digital ecommerce marketing ecommerce marketing agency india | digital marketing companies in gurgaon | digital marketing in hyderabad | d2c marketing strategy | digital marketing for my business | online travel services in e commerce | digital marketing company in mumbai | digital marketing services in india | performance marketing agency | best digital agency | marketing firms | ecommerce strategy | online marketing strategy | media agencies | ecommerce company | online marketing services | digital marketing service | online | marketing company | digital marketing service provider | best digital marketing agency | best online marketing
bottom of page