Summary

• Increasing loyal customers is more profitable than acquiring new ones, as even a small rise in repurchase rate (from 5% to 10%) significantly increases revenue over time with lower marketing costs.
• The order confirmation page is a valuable but often underutilized opportunity to promote future purchases by showcasing related products, promoting social media, or offering feedback opportunities.
• Loyalty programs like coupons and points effectively convert repeat customers into loyal ones, with platforms like Naver Smart Store offering "Store Favorites" and "Notification Alerts" features to enhance accessibility.
• Draph Art helps create professional product photos that build consumer trust through background changes and adding AI models, while properly handling negative feedback can turn dissatisfied customers into loyal ones.

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Loyal Customers Are Value-Conscious Consumers

Do you know why it’s crucial to increase the number of loyal customers when running an online store? If you look at the graph above, it shows the changes in revenue when the repurchase rate of a store is 5% versus 10%. You can see that the 10% graph shows a much steeper increase in revenue than the 5% graph. This means that as the store operates for a longer period, the proportion of loyal customers has a significant impact on the store's revenue growth. Therefore, if you're not planning to stop after a short run, increasing the number of repeat customers becomes more important than acquiring new customers to increase profit.

 

The reason why store revenue increases significantly even with a slight rise in the repurchase rate is that repeat purchases represent value-conscious consumer behavior from the perspective of the operator. Typically, consumers make repurchase decisions much more easily than their first purchase. So while a relatively high marketing cost is needed to prompt a first purchase, it takes just a small push to encourage a repeat purchase. As a result, the cost required to generate the same amount of revenue decreases, naturally leading to an increase in net profit. So, in this post, we’ll share three ways to boost your store’s repurchase rate and increase revenue through loyal customers!

 

1. Utilize the Order Confirmation Page

The first way to increase your store’s repurchase rate is by actively utilizing the order confirmation page. This is the page that every customer sees after completing their first purchase. If you look at the order confirmation pages of various online stores, you’ll often find only a short message like “Your order has been completed” or “Your payment has been processed,” as shown in the image above. However, when a customer finishes their first order, it's the perfect time to start promoting future purchases.

 

If you check out the order confirmation pages of overseas online shopping sites like Shopify, you’ll see that they actively use this page. As shown in the image, they showcase related products, promote their social media accounts, or provide feedback opportunities that could lead to another purchase. If you're able to customize the order confirmation page, it's a good idea to include elements like these that naturally prompt another click from the customer.

 

2. Utilize Loyalty Programs

Offering coupons or points through a loyalty program is one of the most effective ways to turn repeat customers into loyal ones. If you operate your own store, you can run such programs in any format you want. However, if you only sell on marketplaces, you’ll need to use the features provided by those platforms. A prime example is Naver’s Smart Store.

 

 

Smart Store provides features like “Store Favorites” and “Notification Alerts,” which enhance the accessibility of your store. Store operators can run promotions that issue coupons to consumers who choose these options. As more consumers favorite your store or subscribe to notifications, it becomes much easier to promote new product updates or send push notifications to encourage repeat purchases. You can manage all related functions in the Customer Benefits Management tab of the Smart Store Center. Once the coupon is registered, promotional images will automatically be inserted into the product detail pages, as shown in the image above.

 

3. Leverage Negative Feedback

There’s a saying, “Turn a crisis into an opportunity!” If a consumer leaves negative feedback, you should take clear and satisfactory action from their perspective. By doing so, you increase the chances of turning that consumer into a loyal customer. If you accurately analyze the feedback and offer an appropriate solution, negative feedback becomes an opportunity to enhance the trustworthiness of your store.

 

Create Product Photos That Boost Repurchase Rates

Using product photos created by Draph Art can help you build a store that customers will want to return to.

 

1. Change the Product Background

Retaking product photos every season is a cumbersome task. In times like these, you can upload your existing product photos to Draph Art, enter the keywords for your desired theme, and the AI will automatically generate new backgrounds that match the theme and complement the product.

 

2. Create a Background with Models

 

If a product photo looks too plain with only the item in it, you can add a sense of professionalism by generating a background with AI models through Draph Art. This will give you product photos that build trust with your consumers.