REPEAT PURCHASES AND CUSTOMER RETENTION

When customers are always making constant decision to come back to a particular shop to buy what they previously bought to replace the same product, it’s called repeat purchases.

This is so vital in creating customers loyalty and retention. Repeat purchases guarantee the company’s longevity and sustainable high revenue.

Therefore, there are a number of factors which can influence repeat purchases and these factors must be observed carefully by business owners in their daily dealings:-

1. Product quality. There is no compromise in the quality of goods offered for sale hence the products must have attractive features that’s to say well branded with all important user instructions. As the final users of the products are always attracted to product features and its ability to meet their expectations, customers or those who buy to resale it, are interested in the profitability of the products after sale is made. So if it doesn’t offer much economic benefits and not on demand, customers cannot come back to repurchase.
2. Stock availability. Running out of stock most of the time is dangerous in business. Business owners must always make sure they stock to standard to avoid out of stock situation most of the time because when the same customers visit the warehouse two to three times still witnessing out of stock situation, they are most likely not to come back hence affecting repeat purchases leading to decrease in business revenue.
3. After sales services. The continuous supports offered to customers after goods are purchased play key role in repeat purchase for examples offering free deliveries, replacing defected products, advising them on stockings and paying closer attention to their complaints.
4. Product promotion in terms of bonuses, cash discounts and offering free gifts like t-shirts, caps, key holders all play greater role in repeat purchases and customer retention.
5. Personal visits to customers. Personal selling is the best-selling strategy to adopt as it involves face to face interaction with customers sharing ideas on the challenges being faced and offer instant solution where applicable. It also tightens the relationship between the customer and the company.
6. Social networking. Here digital marketing plays key role in bringing together the business and its customers under a unifying platform for examples creating what Sapp group, Facebook page followed by customer, email and telephoning customers reminding them of some key anniversary in their lives and thanking them for always being with the business.
7. Professional behaviors. Customers need to be handled professionally as bad characters like I don’t care attitude always spoil business reputation and lead to no repeat purchases. Sometimes customers buy characters instead of products. You might wonder why customers always flock in only one shop despite several powerful shops in its surroundings.
8. Hygiene. Ideally business must have a very clean surrounding. Inside must be seriously clean and attractive to customers. Even the products must be clean and those who serve the customers must equally be presentable.

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