Encouraging Repeat Customers: Strategies for Securing Sales from Undecided Consumers in Future Shopping Trips
In the ever-evolving retail landscape, a significant challenge has emerged: the high rate of new customer churn. As of July 24, 2025, retailers are grappling with the reality that half of new customers leave after their first month, and occasional shoppers, those who visit once and never return, make up a substantial portion of retail visits. This is a problem that the retail industry cannot afford to overlook.
To combat this issue, retailers are focusing on deepening relationships with their loyal customers while also finding ways to engage and retain occasional shoppers. The strategies being employed are designed to make shopping easy, reward repeat behaviour, personalise offers, and maintain timely communication.
One key strategy is simplifying re-ordering processes. By allowing customers to save favourites, save payment details, enable quick checkout, or offer one-click reorders, retailers can reduce friction and encourage repeat shopping.
Another approach is to reward repeat purchases with loyalty programs offering points, discounts, or exclusive offers. This appreciation incentivises customers to choose a particular store over competitors.
Personalising marketing efforts is another crucial tactic. By segmenting customers and tailoring offers based on purchase history or engagement, retailers can make customers feel valued and more likely to return.
Urgency and scarcity techniques, such as countdown timers or limited-time deals, can also be effective in prompting repeat purchases. These tactics create a sense of urgency and encourage customers to make a purchase before it's too late.
Staying connected through timely reminders, such as emails or texts, is another strategy that helps keep a brand top-of-mind without being intrusive. These friendly nudges can suggest reorder times or provide useful product tips.
Considering subscription models or other ongoing purchase incentives is also a strategy that can encourage commitment for regular orders, especially in grocery or consumable categories.
The session "Addressing the Issue of Uncommitted Shoppers" will offer solutions for retailers to address this challenge. The discussion will cover why uncommitted shoppers are often overlooked and strategies to bring them back. Mike McNamee from Upside and Allison Garcia from Heritage Grocers Group will discuss the behaviour of uncommitted shoppers and provide fresh insights on retail customer retention. The strategies discussed will aim to be profitable and scalable, helping retailers increase repeat visits from uncommitted shoppers. The focus of the discussion will be on closing the retention gap and increasing revenue by converting occasional shoppers into loyal customers.
- In light of thewebinars scheduled for discussing solutions to combat customer churn, Mike McNamee from Upside and Allison Garcia from Heritage Grocers Group will delve into the behavior oflifestyle shoppers and offer strategies to retain finance-conscious individuals who make up a significant portion of shopping visits.
- To engage and retainlifestyle shoppers, it's crucial for retailers to leverage points, discounts, or exclusive offers through loyalty programs, while also ensuring business operations are streamlined to offer easy ordering processes and maintain timely communication.
