E-Commerce & Online Business · Intermediate level

Intermediate level · Module 4 of 6 · 13 guided hours

Customer Retention

Turn first-time buyers into repeat customers and advocates.

Learning objectives

  • Design loyalty and repeat-purchase strategies
  • Collect and use reviews
  • Provide service at scale

Topics

  • repeat purchase
  • loyalty rewards
  • post-purchase messages
  • reviews
  • service templates
  • FAQs

Lessons

  1. Lesson 1 Loyalty and Repeat Purchases

    Make it easy and rewarding to buy again.

    repeat purchase ratepost-purchase journeyloyalty rewardsreminders

  2. Lesson 2 Collecting and Using Reviews

    Gather honest reviews and respond to them.

    review requestsgenuine reviewsrespondingusing feedback

  3. Lesson 3 Customer Service at Scale

    Keep service fast and consistent as orders grow.

    FAQsreply templatesresponse standardsescalation

Practical activity

Design a retention plan with post-purchase messages, a loyalty offer and a review request process.

Expected outcomes

  • More repeat customers
  • More genuine reviews

Assessment

Retention plan reviewed.

Taught live by an instructor — online or in person. Free course lessons are for self-study and do not lead to a certificate — see registration options.