Building Customer Loyalty In Ecommerce

7 out of 10 of my projects start with fixing what most people ignore. This includes: - making copy easier to read - making images informational - making product name impactful Simple, but yet forgotten. In this post, using URturms example, I'll be sharing 11 underestimated changes that can increase your website sales. 1. Adding breadcrumbs. Important if you drive ad traffic to the PDP directly. They take shopper to the parent category page. Reducing bounce rate. 2. Adding a badge. Like "Bestseller", "Most Loved", "Few Left". This reassures the shopper that they're making the right decision. 3. Making images easier to swipe. Add a sneak peek of the next image along with navigation dots that show the count. Cap them at 8. 4. Making the product name impactful. Add key USPs. Show your current product name to 10 people. Do they understand what it is? 5. Add a short description below product name. Keep it in 1 line. Highlight it's most important feature here. 6. Consider adding an offer close to price. This motivates the shopper as they see some potential savings or benefit. 7. Highlight key product strengths in bullets or with icons. Avoid sentences. Keep this before the add to cart CTA. 8. Keep your add to cart CTA full width. Don't combine it with quantity or another CTA next to it. Make sure it's readable and prominent. 9. Highlighting shipping time or return policy below the CTA. This solves for common questions - when will I get it? can I return it? 10. Cross-selling complementary products. Like bottoms with tops. Earrings with necklace. Do this close to the add to cart CTA. 11. Adding 'Benefits' to your accordion. This gets a higher click through rate, while helping shoppers understand why they should buy this. Other UX/UI changes I did: - Removed quantity button - Made the information bar non-moving - Removed log-in, moving search next to cart - Changed the font for product name and CTA - Increased font size in places for better readability Found this useful? Let me know in the comments! P.S. If you want to maximize your PDP’s potential, start by understanding your visitor's behavior and the gaps. Get heat maps for your site (Microsoft Clarity is free). Observe what they like to (and don't like to) interact with.

Loyalty is failing. Gen Z & long-term commitment. 22% of Gen Z consumers consider themselves loyal to one brand is a clear warning for legacy loyalty strategies. Unlike previous generations, Gen Z doesn’t see brand loyalty as a long-term commitment, they’re loyal to moments, not just names. +43% increase in engagement and sales conversions among Gen Z Beauty brands offering "limited-edition drops" and collaborative experiences. +71% Gen Z say they would rather spend money on an experience than a product. >>Loyalty is FAILING, but why<< +Transactional systems feel outdated: Point-based rewards for repeat purchases don’t excite this audience. They expect more than discounts or free samples. +They’re brand-agnostic but experience-driven: Gen Z freely switches between brands if the experience, aesthetic, or values feel fresher or more aligned with their identity. +They buy into stories, not just products: They want to align with brands that represent something, social causes, cultural movements, or communities they relate to. >>DYNAMIC LOYALTY<< What’s this? as it name indicates its a system that rewards interaction, aligns with their values, and constantly evolves. And that is what your brand needs. → Create experience-driven loyalty programs: Offer early access to limited drops, invite-only events, or backstage content. Think like a fan club, not a punch card. +Example: A loyalty tier that unlocks tickets to a pop-up experience or an exclusive AR filter. →Let them co-create: Invite Gen Z customers to co-develop product ideas, designs, or campaign themes. Give them ownership in your brand’s creative journey. +Example: Voting on packaging designs or joining beta tester groups. →Align with their values: Sustainability, inclusivity, and social good aren’t nice-to-haves. they’re expectations. Use loyalty programs to reward actions too, like recycling, sharing causes, or supporting small creators. +Example: “Earn loyalty points by returning empties or attending a sustainability workshop.” →Deliver constant novelty: Rotate limited editions regularly. Use scarcity and surprise to create FOMO and buzz. +Gen Z doesn’t commit to a single brand, but they’ll keep returning if each visit feels fresh and share-worthy. →Go omnichannel but social-first. Should live across TikTok, Instagram, pop-ups, and web. Let them earn or unlock rewards through social engagement, not just purchases. +Example: A user gets exclusive content or perks for creating UGC with your brand. Bottom Line. Loyalty must be earned over and over through experience, relevance, and emotional connection. Think dynamic loyalty: a system that rewards interaction and go for it. Find my curated search of examples and get ready for your next HIT. Featured Brands: Balmain Benefit Chanel Charlotte tilbury Cerave Fennty L’Oreal OGX YSL #beautypackaging #beautybusiness #beautyprofessionals #experienceretail #luxuryexperiences #genz

SEO - dead. Paid Marketing - dead. Engineering - dead too. (kidding!) But you know what’s never dead? Churn. Churn eats at your business, stalling your growth. Here are my 10 go-to churn reduction tactics I apply at every business. 1. Drive paid feature utilization. If users aren’t using what they paid for, they won’t stick around. 2. Don’t wait till churn happens: -> Get activation right. This means nailing setup, hitting the “aha!” moment quickly, and building habit loops. -> Ensure healthy ongoing engagement from paid users (your paid WAU). Monitor usage, depth, and frequency - not just logins. 3. Make reactivating auto-renew one click. Across every surface - app, web, email, everywhere. This is such an easy win - 10% of your cancels should be resubscribing before subscription end! 4. Be aggressive with payment failure comms. Prompt them to update their payment method via both email and in-product notifications. In product is a key word here, especially if they are still active. 5. When users cancel auto-renew, show them what they’ve used and what they’ll lose. Make the cost of leaving clear. Canva does this best. 6. Score users for churn risk. Offer discounts or even comped time for “high-risk” - this can save as much as 5% of your churn. 7. Offer a pause option. Especially helpful if you serve users with occasional or seasonal needs. 8. Make your pricing and packaging flexible. Let users move down the tiers during cancellation flow without friction - don’t lock them in. 9. Move your tenured monthly customers to annual subscriptions. After first-term churn, lead with something like: “Get your next X months free by switching to annual.” A good target is to move about 20% of your remaining monthly subscribers to annual by the end of their first year. 10. Human touch for high-value accounts: If you're B2B or high ARPU B2C, personal outreach from support or success teams can go a long way. This + My most tried and true churn benchmarks in my latest newsletter: https://lnkd.in/e3_aEWzZ This week's newsletter is sponsored by Churnkey - they help you reduce your involuntary churn. Do give them a try! #growth

𝗪𝗲𝗹𝗹𝗻𝗲𝘀𝘀 𝗜𝘀 𝗮 𝗛𝗮𝗯𝗶𝘁. 𝗬𝗼𝘂𝗿 𝗦𝘂𝗯𝘀𝗰𝗿𝗶𝗽𝘁𝗶𝗼𝗻 𝗦𝗵𝗼𝘂𝗹𝗱 𝗕𝗲 𝗧𝗼𝗼. If customers love your product but still cancel, the problem isn’t the product—it’s the experience. The best wellness brands don’t just sell products. They guide behaviours, reinforce habits, and remove friction. But too often, small moments of friction— a failed payment, a forgotten renewal, a skipped order— quietly push customers away before they even realize it. That’s why I put this table together. 7 high-impact automations that keep subscribers engaged, reduce churn, and make retention effortless. Each one removes a key retention blocker before it turns into lost revenue. 1️⃣ 𝗣𝗮𝘆𝗺𝗲𝗻𝘁 𝗙𝗮𝗶𝗹𝘂𝗿𝗲𝘀 → 𝗜𝗻𝘀𝘁𝗮𝗻𝘁 𝗥𝗲𝗰𝗼𝘃𝗲𝗿𝘆 ↳ Trigger: Payment fails (Recharge) ↳ Action: SMS + Email with urgency & FOMO ↳ Apps: SMSBump, Klaviyo → Catch failed payments before they cancel 2️⃣ 𝗨𝗽𝗰𝗼𝗺𝗶𝗻𝗴 𝗥𝗲𝗻𝗲𝘄𝗮𝗹𝘀 → 𝗕𝗲𝗻𝗲𝗳𝗶𝘁 𝗥𝗲𝗶𝗻𝗳𝗼𝗿𝗰𝗲𝗺𝗲𝗻𝘁 ↳ Trigger: Renewal approaching (Recharge) ↳ Action: Email & SMS reinforcing product value ↳ Apps: Klaviyo, PostPilot → Remind customers why they subscribed 3️⃣ 𝗟𝗼𝘄 𝗘𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁 → 𝗥𝗲-𝗲𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝗙𝗹𝗼𝘄 ↳ Trigger: Skipped orders, no logins, inactivity (CustomerHub) ↳ Action: ‘Reignite Your Routine’ email series ↳ Apps: Klaviyo → Help them stay on track before they forget 4️⃣ 𝗖𝗮𝗻𝗰𝗲𝗹𝗹𝗮𝘁𝗶𝗼𝗻 𝗔𝘁𝘁𝗲𝗺𝗽𝘁𝘀 → 𝗦𝗮𝘃𝗲 𝘁𝗵𝗲 𝗦𝗮𝗹𝗲 ↳ Trigger: Customer clicks “Cancel” (Recharge) ↳ Action: “Pause instead of cancel” + Exclusive offer ↳ Apps: Klaviyo, RetentionEngine → Give them a reason to stay 5️⃣ 𝗙𝗶𝗿𝘀𝘁 𝗦𝘂𝗯𝘀𝗰𝗿𝗶𝗽𝘁𝗶𝗼𝗻 𝗢𝗿𝗱𝗲𝗿 → 𝗢𝗻𝗯𝗼𝗮𝗿𝗱𝗶𝗻𝗴 & 𝗘𝗱𝘂𝗰𝗮𝘁𝗶𝗼𝗻 ↳ Trigger: First order shipped (Recharge) ↳ Action: Educational onboarding sequence ↳ Apps: Klaviyo, Postscript → Guide them to get the best results 6️⃣ 𝗠𝗶𝗹𝗲𝘀𝘁𝗼𝗻𝗲-𝗕𝗮𝘀𝗲𝗱 𝗥𝗲𝘄𝗮𝗿𝗱𝘀 → 𝗞𝗲𝗲𝗽 𝗧𝗵𝗲𝗺 𝗛𝗼𝗼𝗸𝗲𝗱 ↳ Trigger: 3rd, 6th, or 12th order milestone (LoyaltyLion) ↳ Action: Reward with a discount, gift, or VIP perks ↳ Apps: Smile.io, Klaviyo → Keep them engaged before they churn 7️⃣ 𝗛𝗶𝗴𝗵 𝗟𝗧𝗩 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 → ‘𝗦𝘂𝗿𝗽𝗿𝗶𝘀𝗲 & 𝗗𝗲𝗹𝗶𝗴𝗵𝘁’ ↳ Trigger: Customer hits LTV threshold (Klaviyo) ↳ Action: Personalized gift or early access invite ↳ Apps: PostPilot, LoyaltyLion → Turn subscribers into superfans Subscriptions Should Feel Effortless. Your product builds habits. Your subscription model should too. Set up these workflows once, and let them do the work forever. If you need help with putting any of them together, reach out to me in DM 📥

Every time I reread these four books, I find a new leverage point I couldn't see before. They're not on most startup lists because they're not about startups. That's why they work: 1. Seven Powers by Hamilton Helmer This isn't a "strategy" book in the loose sense. It's an index of durable powers (scale economies, network economies, switching costs, cornered resource, branding, counter-positioning, process power) and when they actually bite. The point isn't growth for its own sake but asymmetric advantage - growth that widens the moat as you scale. Takeaway: Pre product-market fit, only counter-positioning (attacking incumbents with a model they can't copy without self-harm) and cornered resource (exclusive access to something critical) are real. Post product-market fit, scale economies become available. Choose one primary power and kill any project that doesn't reinforce it. 2. Obviously Awesome by April Dunford Positioning is frame control. If you don't set the frame (the category where customers mentally place you), the market will do it for you and you'll be benchmarked on the wrong axis. Dunford gives an operational process for defining your competitive set, value narrative, and the "best-for" claim that makes price comparisons meaningless. Takeaway: Run her 5-step exercise: competitive alternatives → unique attributes → value themes → who cares most → market category. Then rewrite your homepage copy and pricing page to match. 3. Shoe Dog by Phil Knight Phil Knight's memoir about building Nike from selling shoes out of his trunk to a global empire. Don't read it as a hero's journey. Read it as a case study in creative constraints. Knight turned cash scarcity into competitive advantage through the Futures program (getting retailers to commit 5-6 months ahead) and creative financing when banks wouldn't lend. Takeaway: Map your biggest constraint. Turn it into a differentiator. Nike turned cash scarcity into advance retailer commitments that gave them predictable revenue when competitors couldn't. 4. Thinking in Systems by Donella Meadows Many leaders optimize parts without seeing the whole. Systems thinking reveals where small changes create cascading effects - like how improving onboarding can paradoxically reduce retention if it brings in users who churn faster. Takeaway: Draw your growth loop as boxes and arrows. Find the one constraint that, if removed, would change everything else. That's your only priority. The best books should be reread at different stages. Each time through Seven Powers, different powers become available. Each time through Obviously Awesome, your positioning gets sharper. What book changed how you make decisions? Not how you think about them - how you actually make them.

[Ready] Retention Bible for E-commerce 2026 ✅ GET ACCESS – https://lnkd.in/eW6h7uiG The acquisition dollar lost 40% of its purchasing power in 2 years And ecom industry has never invested more in retention. But brands and agencies still can't explain why customers buy once and vanish. So we've spent almost 4 weeks putting 144 cards with insights, 15 sections and 3 parts on one Miro board. What is inside: + retention math + the decision matrix + cohort decay shapes + the metric pairs map + the 12 anti-patterns + when fixes don't fix + the 2026 retention shift + the diagnostic hierarchy + segment-based diagnostics + the lifecycle program portfolio + channel mix & budget allocation + the retention infrastructure map + building diagnostic-grade dashboards Based on 2026 data So we've put an AI angle in every section Built on work from: Daniel McCarthy, Elissa Brown, Sue Azari, Andrew Faris, Drew Sanocki, Taylor Holiday, Eli Weiss Ready to share it with everyone 🙂

In the clutter of D2C brands, customization can make you win. Last weekend, I was trying to buy a gift for my friend's anniversary, but every option felt generic. Basic. Non-memorable. Then, I found a leather wallet and cardholder set online where I could add their initials, choose the leather texture, and even include a hidden photo inside. Suddenly, it became a gift they’d remember. This experience made me realize that as the landscape matures, we’re moving from an era of 'product-market fit' to 'product-person fit.' Here’s why I think mass customization is becoming the new competitive advantage in retail: 1/ The New Consumer Psychology Five years ago, customization was a luxury add-on. Today, it's becoming the baseline expectation. When I asked my teenage nephew why he refused a popular sneaker brand, his answer was telling: "If I'm wearing the exact same thing as everyone else, what's the point?" The data confirms it: > 60% of Millennials and Gen Z prefer customized products. > More surprisingly, they’re 4x more likely to recommend brands that offer customization. 2/ The Business Transformation The most fascinating insight I’ve discovered as an investor: Customization is creating an entirely new business model. Take Traya – they analyze your background, health, diet, and lifestyle through a 30-question diagnostic, then create regimens with 4x higher efficacy. The result? ₹7Cr → ₹300Cr in 2.5 years. Or Bombay Shirt Company – by letting customers design everything from the collar to the thread, they’ve achieved what seemed impossible: mass-produced customization at scale. 3/ The Economic Advantage When we analyze the unit economics, customized products are creating an unfair advantage: > Customer acquisition costs drop by 35% (word of mouth increases). > Return rates fall by 55% (customers keep what they helped design). My favorite examples: > Perfora’s name engraving on toothbrushes. > Mokobara’s luggage monograms (they started it). > Lenskart.com’s custom-fit frames. Yes, it adds cost and effort. But it makes you stop while you’re scrolling. And it makes the customer feel like the ONLY customer. That’s everything today. 😉 Which customized product experience has impressed you the most? #ConsumerTrends #Customization #Retail #D2C

Customers rarely remember the campaign that brought them into the store, but they often remember the person who made them want to return! Luxury brands invest heavily in campaigns, store design, events, technology, and visual presentation. All of this creates interest and brings customers through the door, but it does not automatically create loyalty. Loyalty is usually built during the human interaction that follows. The customer remembers the salesperson who listened before recommending a product, understood what mattered without making assumptions, and respected the difference between offering advice and applying pressure. They remember the person who was honest enough to say that a product was not right for them, even when selling it would have helped achieve the day's target. They also remember who followed up after the purchase, resolved a problem without passing responsibility to someone else, and recognized them when they returned without needing to be reminded of their importance; this is where luxury becomes personal. A beautiful store can impress a customer once, but a trusted relationship can bring that customer back for years. The challenge is that many businesses continue to treat experienced salespeople as a cost while spending considerably more trying to recreate customer loyalty through campaigns and systems. Technology can support clienteling, but it cannot replace genuine attention, sound judgment, or the trust created between two people. The strongest luxury retailers understand that the salesperson is not simply completing the final stage of the transaction. In many cases, that person becomes the part of the brand the customer remembers most. When customers return to your business, are they returning because of the brand, the product, or the person who served them? #LuxuryRetail #CustomerExperience #Clienteling #RetailLeadership

Michael Porter’s key insight: Your competitive edge isn’t in one feature—it’s in how your entire business system works together. ☑ Mathematically, Porter might argue: Copying one activity might have an 80% success rate. But when your business relies on interconnected activities, the odds of copying the entire system drop significantly. Example: For 5 interdependent activities: 80%×80%×80%×80%×80%=32%. As the number of interdependencies grows, the chance of successful imitation plummets. Competitors struggle not because one activity is hard to copy, but because the system’s integration is nearly impossible to replicate. ☑ Why competitors fail to copy: - Systemic complexity: Your activities reinforce each other, creating synergies that competitors can’t quickly identify or replicate. - Trade-offs: Competitors trying to copy one part of your system often need help with their strategy. Example: Apple: Competitors might copy premium hardware, but the user experience falls short without the seamless integration of software, retail, and service. Porter’s Advice for Defending Your Advantage - Build an interconnected activity system that’s hard to untangle. - Leverage complexity and trade-offs to make imitation costly and inefficient. The real power lies in how everything works together—not in any one part. Ps. Follow me for more strategy insights! 🙏

I found a way to triple eCommerce revenue without writing hundreds of articles. Instead, by focusing on these big needle-movers (which most brands skip)... We grew a client’s monthly traffic by 115%... and monthly revenue 198% in just 9 months. Here's how: (full eCommerce SEO crash course)👇 #1: Personalize and Streamline the Shopping Experience • Add product recommendations based on user behavior • Show “complete the look” bundles • Enable cart-saving and wishlists • Simplify checkout with guest options, pre-filled forms, one-click purchase, and collapsible stages #2: Leverage Seasonal Search Trends Ask ChatGPT: “Suggest seasonal keywords for [your niche].” Validate demand in Google Trends. Build content 2 months before interest spikes. This allows you to pre-position for surges in buyer intent. #3 Micro-Moments Strategy There are 4 key decision-making moments in the buyer’s journey. "I want to know" content (researching): • Blog posts answering product questions • FAQ pages about product care/maintenance • Explainer videos showing product features "I want to go" content (for physical stores): • About page with clear location info • Contact page with embedded map • Updated Google Business Profile with photos and reviews "I want to do" content (learning how to use): • How-to guides for using your products • Assembly instructions with clear visuals • Video tutorials showing product in action • Downloadable user manuals "I want to buy" content (ready for purchase): • Product descriptions that highlight benefits • Category pages that compare similar products • Customer reviews and testimonials • Clear pricing and availability info #4 Faceted Navigation Strategy Faceted nav lets users filter by size, color, price, etc. But done wrong, it’ll bloat your index with duplicate URLs. Here’s how to implement it properly: • Use buttons or <input>—not <a href> • Add canonical tags on filtered pages → point to main category page • For high-potential filtered URLs (e.g. “blue running shoes”), create internal links to them • Use AJAX so filters don’t generate new URLs • Remove noindex/nofollow/robots.txt blocks for URLs you want indexed WordPress? Use WP Grid Builder. WooCommerce? Follow the official SEO filtering guide. Shopify? Enable Storefront Filtering. #5 Schema Markup Strategy Schema helps Google understand your content and display rich results. When your listing takes up more real estate and draws the eye, users are more likely to click. Use these two schema types: • Product Schema: includes ratings, reviews, price, availability • BreadcrumbList Schema: helps Google understand your site structure Use ChatGPT to generate your schema fast, then validate it on validator(.)schema(.)org before uploading. Our client’s result after implementing this strategy? • Organic traffic: +115% (12.8K to 27.6K sessions) • Monthly revenue: +198% ($10.2K to $30.6K) • Keywords in top 10: +36% (2,005 to 2,737)