7 Customer Retention Tips From Our Amazing Women in eCommerce


Shopify recently released their annual report on eCommerce trends for 2021, and one of the major highlights was that retention has overtaken acquisition and conversion as a top priority for many businesses. This development is due to rising acquisition costs, as well as the fact that many eCommerce brands saw unprecedented growth in new customers in 2020, as customers further shifted from in-store to online shopping.

Improving customer retention by just 5% can increase profits by 25%-95%, so it’s worth investing in. As part of our Amazing Women in eCommerce Europe event, we spoke to four inspiring, innovative women on the cutting edge of eCommerce about their top strategies for customer retention.
Launch a loyalty program to reward customers
Loyalty programs are one of the best ways to boost customer retention. According to Yotpo’s own research, 52% of customers would join a loyalty program would join a loyalty program with a preferred company. Loyalty programs give brands th …

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Special thanks to our friends at Yotpo for their insights on this topic.

About the author

Steve Hutt

Steve has entrepreneurship in his DNA, starting in the early days of online commerce when he achieved Power Seller status through his eBay store. This propelled him to become a co-founder of, a contact lens and eyewear retailer. With a successful exit from his startup, he embarked on his next journey into agency work in e-commerce and digital strategy.

Currently, Steve is a Senior Merchant Success Manager at Shopify Plus, where he helps identify, navigate, and accelerate growth in the complex world of commerce.

To maintain his competitive edge, Steve also hosts the eCommerce Fastlane Podcast and Shopify Founder Stories, a top-rated twice-weekly podcast where he interviews Shopify Partners and subject matter experts who share the latest marketing strategy, tactics, platforms, and must-have apps, to help Shopify brands improve efficiencies, grow revenue, profit, and lifetime customer loyalty.

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