E-Commerce & Online Business · Intermediate level

Intermediate level · Module 4: Customer Retention · Lesson 1 of 3

Loyalty and Repeat Purchases

Make it easy and rewarding to buy again.

In this lesson you will

  • Design post-purchase messages
  • Design a loyalty offer

Key concepts

repeat purchase ratepost-purchase journeyloyalty rewardsreminders

The lesson

Winning a repeat customer is usually cheaper than finding a new one.

Plan the post-purchase journey: thank-you, delivery check, care tips and a reminder when it is time to reorder.

Simple loyalty rewards — a discount on the fifth order — encourage return visits.

Step by step

  1. Map the post-purchase journey.
  2. Write messages.
  3. Design a loyalty reward.
  4. Set a repeat purchase target.

Practice activity

Design the retention plan.

Expected result: A plan with messages, reward and target.

Check your understanding

  1. Why focus on repeat customers?

    Show answer

    Keeping customers is usually cheaper than finding new ones.

  2. Name one post-purchase message.

    Show answer

    Thank-you, delivery check, care tips or reorder reminder.

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.