Building Customer Loyalty In Ecommerce

I’ve been having the same conversation with Amazon professionals over the past two weeks… This year’s Prime Day made it clear: Amazon’s new priority is to drive repeat purchase behavior and LTV. Here is how we're using Amazon's newest remarketing tools to drive repeat repeat purchase behavior for Cartograph clients: 1. Subscribe and Save (S&S) 🏷️ This is Amazon's most important tool for repeat purchases — It puts any product on auto-ship. In exchange, the seller offers a discount to the subscriber of anywhere between 5-15%. We’ve found that a S&S discount of 10%+ can drive up to a 1.8X increase in conversion! 2. Subscribe and Save Coupons 🛍️ This is a newer feature. Brands can now offer one-time discounts for consumers who subscribe to their products. Although some customers will cancel after their first order, the LTV from auto-ship customers will quickly exceed the cost of these coupons. It’s definitely worth trying. 3. Amazon Brand Follow 📦 This feature made waves last year when Amazon teased that it would allow a brand to message their consumers. Now, shoppers can “Follow” your brand on your Amazon store, enabling you to announce new releases and launch notifications when you post or go live. 4. Tailored Promotions & Coupons 🔜 This feature allows a brand to send push notifications (with attached coupons) to specific customer segments on Amazon. It’s also one of our new favorite features — Push notifications are about the highest value-add you can get, AND it’s free! 5. Retargeting and Remarketing 🎯 These ads target audiences who have visited your product pages or bought the product before — We recommend running these on the DSP console. (We have more details in the newsletter for how and when to run retargeted ads to potential customers.) 6. Amazon Marketing Cloud (AMC) ☁️ The biggest benefit of the AMC is that it can help you create even better custom audiences for your DSP ads such as: - People who have added your product to a wishlist - People who have added to cart - People who have purchased multiple times, but have not subscribed The most important metrics when monitoring repeat purchase performance are: - Repeat purchase percentage - LTV 𝛥 over time - Efficiency of retargeting spend At Cartograph, our clients track all of these metrics within a comprehensive dashboard, allowing them to evolve *with* Amazon, not in response to it. - - - - - - Want to be the first to receive Cartograph research and Amazon marketplace insights just like this? Subscribe to the Cartograph newsletter using the link in the comments below 👇

❌ Amazon Sellers! Your Customer Acquisition Cost (CAC) is one of the BIGGEST investments you make. Most sellers keep chasing only new customers to increase their revenue. But the real money is in turning those one-time buyers into repeat customers. That’s where Subscribe & Save (SnS) coupons come in. Here’s why it works: 👉 SnS Discounts Lock in Loyalty. Offering 10–15% off for subscriptions gives customers a reason to stick around. It’s a no-brainer for consumables or replenishable products. 👉 Coupons Drive the First Purchase. A 20–30% coupon lowers the barrier for first-time buyers. Once they try your product and love it, they’re more likely to subscribe. 👉 Predictable Revenue = Smarter Scaling. When customers sign up for SnS, you can forecast demand, improve cash flow, and reinvest in growth strategies like ads and inventory. Example: Let’s say you sell a premium protein powder. You offer: ➡️ A 25% off coupon for first-time buyers. ➡️ A 10% discount on SnS subscriptions for future deliveries. A new customer tries the product with the coupon, subscribes, and stays for 6 months. Instead of one $50 purchase, you’ve generated $300 in revenue. That’s the power of LTV! SnS + coupons create a flywheel: first purchase → subscription → long-term loyalty → increased revenue. Are you using this to increase your customer LTV? #amazonfba #amazonbusiness #cac #customerltv #amazonsales

●𝐑𝐞𝐩𝐞𝐚𝐭 𝐂𝐥𝐢𝐞𝐧𝐭𝐬 𝐁𝐮𝐢𝐥𝐝 𝐑𝐞𝐚𝐥 𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐏𝐨𝐰𝐞𝐫● Getting new clients isn’t the main struggle anymore. The real work begins after they say “yes.” Because one sale doesn’t build wealth. It’s the second, third, and tenth sale that keeps your business alive. If you're always chasing new faces, but old ones quietly walk away, you're not growing, you're leaking. Repeat business isn’t some lucky break. It comes from doing the small things right, over and over again. Things like showing up, keeping promises, being honest, and actually caring. 𝑨𝒏𝒅 𝒉𝒆𝒓𝒆’𝒔 𝒘𝒉𝒂𝒕 𝒎𝒂𝒏𝒚 𝒇𝒐𝒓𝒈𝒆𝒕: It’s easier to grow when the people you helped last month come back with even more trust in you. Because if you can’t keep trust, you won’t keep income. At the end of the day, it’s not the rush of new footsteps. But the return of familiar ones that build lasting wealth. ✔𝟏𝟎 𝐄𝐥𝐢𝐭𝐞 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐞𝐬 𝐭𝐨 𝐃𝐫𝐢𝐯𝐞 𝐑𝐞𝐩𝐞𝐚𝐭 𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐚𝐧𝐝 𝐅𝐮𝐭𝐮𝐫𝐞-𝐏𝐫𝐨𝐨𝐟 𝐘𝐨𝐮𝐫 𝐁𝐫𝐚𝐧𝐝: 1. Design loyalty into your business model, not just your marketing. 2. Deliver outcomes, not just services. 3. Turn post-sale into pre-trust. (𝑻𝒉𝒆 𝒃𝒆𝒔𝒕 𝒕𝒊𝒎𝒆 𝒕𝒐 𝒃𝒖𝒊𝒍𝒅 𝒕𝒓𝒖𝒔𝒕 𝒇𝒐𝒓 𝒕𝒉𝒆 𝒏𝒆𝒙𝒕 𝒔𝒂𝒍𝒆 𝒊𝒔 𝒊𝒎𝒎𝒆𝒅𝒊𝒂𝒕𝒆𝒍𝒚 𝒂𝒇𝒕𝒆𝒓 𝒕𝒉𝒆 𝒇𝒊𝒓𝒔𝒕. 𝑭𝒐𝒍𝒍𝒐𝒘-𝒖𝒑 𝒘𝒊𝒕𝒉 𝒗𝒂𝒍𝒖𝒆, 𝒏𝒐𝒕 𝒂 𝒑𝒊𝒕𝒄𝒉). 4. Make clients feel seen in your content. 5. Create decision-maker-only communities. 6. Schedule quarterly check-ins without an agenda. 7. Predict their next problem before they do. 8. Protect their peace. (𝑴𝒂𝒌𝒆 𝒚𝒐𝒖𝒓 𝒑𝒓𝒐𝒄𝒆𝒔𝒔 𝒔𝒆𝒂𝒎𝒍𝒆𝒔𝒔. 𝑺𝒂𝒗𝒆 𝒕𝒉𝒆𝒎 𝒕𝒊𝒎𝒆, 𝒓𝒆𝒅𝒖𝒄𝒆 𝒕𝒉𝒆𝒊𝒓 𝒔𝒕𝒓𝒆𝒔𝒔, 𝒂𝒏𝒅 𝒕𝒉𝒆𝒚’𝒍𝒍 𝒌𝒆𝒆𝒑 𝒚𝒐𝒖 𝒂𝒓𝒐𝒖𝒏𝒅 𝒍𝒐𝒏𝒈𝒆𝒓) 9. Teach their team. (𝑾𝒉𝒆𝒏 𝒚𝒐𝒖 𝒆𝒅𝒖𝒄𝒂𝒕𝒆 𝒂𝒏𝒅 𝒆𝒎𝒑𝒐𝒘𝒆𝒓 𝒕𝒉𝒆𝒊𝒓 𝒊𝒏𝒕𝒆𝒓𝒏𝒂𝒍 𝒑𝒆𝒐𝒑𝒍𝒆, 𝒚𝒐𝒖𝒓 𝒗𝒂𝒍𝒖𝒆 𝒔𝒕𝒊𝒄𝒌𝒔, 𝒃𝒆𝒄𝒂𝒖𝒔𝒆 𝒚𝒐𝒖’𝒓𝒆 𝒉𝒆𝒍𝒑𝒊𝒏𝒈 𝒕𝒉𝒆𝒎 𝒘𝒊𝒏 𝒃𝒆𝒚𝒐𝒏𝒅 𝒕𝒉𝒆 𝒄𝒐𝒏𝒕𝒓𝒂𝒄𝒕) 10. Don’t just be excellent, be unforgettable. This is how lasting brands are built, not rushed, but deeply rooted. Build trust once, and they’ll buy again. Build it always, and they’ll stay. In business, your real power lies in who keeps coming back. ✔ 𝐁𝐨𝐧𝐮𝐬: ↳Don’t abandon the well you built to go digging random new holes. ↳Long-term income depends more on client trust than clever marketing or offers. 🔔 𝑭𝒐𝒄𝒖𝒔𝒆𝒅 𝒐𝒏 𝒕𝒓𝒖𝒔𝒕 𝒂𝒏𝒅 𝒓𝒆𝒕𝒆𝒏𝒕𝒊𝒐𝒏 𝒕𝒐𝒐? 𝑺𝒆𝒏𝒅 𝒂 𝑫𝑴.. #Voiceforkindness

Imagine this: Someone buys a tub of protein powder. And your next 3 emails pitch… meal replacement bars they’ve never asked for? Not only is it irrelevant, it lowers engagement across the board. Here’s the fix: Post purchase category matrix. Tag each product with a clear “need state” (muscle gain, recovery, weight loss, energy, etc.) Map customers by last purchase → next logical step Build email flows that respect their actual journey Example: • Bought protein powder → Wait 7 days → Recommend shaker bottle or recipe guide • Bought creatine → Wait 10 days → Suggest hydration support or stacking options You’re not just selling supplements. You’re supporting a routine. Make every follow up feel like a smart next step. If you don’t segment by product category, you’re throwing away money.

If you're using Amazon Customer Engagement, you might be missing out on reaching a significant segment of your customer base: brand followers and shoppers who choose to follow your store. But worry not!  New feature of Tailored Audiences (beta version), a game-changer that allows you to engage with customers who have previously purchased from your brand. With the help of this free tool's user-friendly campaign templates and customer segmenting capabilities, you can connect with selected customers through email marketing. Keep them in the loop about your latest products, offer exclusive deals, and inspire repeat purchases. Now, who exactly can benefit from Tailored Audiences? It's time to expand your reach beyond brand followers! You can now send free email marketing campaigns to three specific audiences that have already shown interest in your Amazon store: ➡️Repeat Customers: Those who have ordered from your brand more than once in the last 12 months. ➡️High-Spend Customers: The top 25% of your brand's highest-spending customers in the last 12 months. ➡️Recent Customers: The most recent 20% of customers who have made a purchase from your brand. Of course, let's not forget about your loyal brand followers who have opted to follow your brand. They're in the mix too! To be eligible for Tailored Audiences, you need at least 100 customers in your audience. Once you meet this requirement, you can start sending those engaging customer campaigns! Keep in mind that your campaigns will reach all audience members, unless they have: ➡️Opted-out of email marketing communications ➡️Not clicked or opened any Amazon emails in the past year ➡️Not made a purchase in the past two years ➡️Purchased any specific ASIN (excluding variations) featured in the campaign in the past two years To make the most out of your re-marketing efforts, I recommend using Manage Your Customer Engagement. This handy tool allows you to monitor the impact of your email marketing campaigns, providing key performance and reporting metrics like open rates, click-through rates, emails delivered, opt-out rates, sales, and conversion. And here's a bonus tip for you: Want to optimize your email marketing campaigns for the best results? Follow these pointers: Make your primary product the star by promoting deals and new releases. ➡️Use a captivating lifestyle image as the supporting image for your primary product. ➡️Include complementary products in your campaign. Send no more than one email campaign per brand per week. ➡️Schedule your campaign for when your customers are most engaged. ➡️Use a brand logo image with a transparent background for a professional touch. ➡️Start leveraging the power of email marketing with Tailored Audiences today, and watch your customer engagement soar!

You can’t scale a business by selling something once. To grow, you need repeat customers. How do you do that? By turning them into true fans. Kevin Kelly’s “1,000 True Fans” essay explains it best: Success doesn’t require millions of customers. It requires 1,000 people who believe in you so much they’ll buy everything you create. True fans don’t just stick around—they bring others with them. But here’s the catch: Fans aren’t created from one-off transactions. They’re built through repeat purchases, subscriptions, and consistent engagement. This is where a recurring revenue model becomes your superpower. Now let’s tie this to the long tail. Most businesses focus on the “head” of the curve—chasing bestsellers and viral hits. But the real opportunity lies in the long tail, where niche products meet loyal customers. In the long tail, product-market fit isn’t forced—it’s earned. It’s where your 1,000 true fans live. If you’ve sold something once, it’s a transaction. Sell it repeatedly, and you’ve built a relationship. That’s how you create fans—and a sustainable business. ----

The key to long-term success on Amazon? Building a sense of trust and loyalty with your customers.  This takes some strategic planning and the ability to leverage different tools and programs available on Amazon.  I've listed 6 key steps to maximize loyalty for sustainable, long-term results: 1. Amazon Brand Store: Establishing a dedicated brand store provides a cohesive and branded shopping experience for customers. By customizing your storefront you can highlight product creativity and reinforce your brand identity.  Brand stores are ideal for showcasing brand stories, which are particularly effective in categories like beauty. By offering a unique and immersive shopping experience, you can build deeper connections with your customers.  2. Listing Optimization: Utilize tools like A+ content to enhance product listings with high-resolution images, detailed descriptions, and comparison charts. Improved listings not only enhance customer understanding but also increase conversions, especially for new customers who trust Amazon.  By optimizing your listings, you provide customers with valuable information, instilling confidence in your brand and products, which leads to repeat purchases and sustained loyalty. 3. Subscribe and Save: Implement the Subscribe and Save program for relevant products to encourage repeat purchases. By offering discounts and incentives for subscribing to regular deliveries, you incentivize customers to engage with your brand consistently over time.  This builds brand loyalty through consistent engagement and ensures a steady stream of revenue for your business. 3. Brand Analytics: Leverage Amazon's Brand Analytics to gain insights into customer behavior, search terms, and competitive data. By understanding your customers' preferences and shopping habits, you can make informed decisions to optimize your storefront and listings.  This data-driven approach ensures that your brand remains relevant and resonates with your target audience, driving long-term success. 4. Customer Reviews: Encourage customers to leave reviews to enhance product visibility and credibility. Positive reviews significantly impact buying decisions and help build trust with potential customers.  Additionally, responding to negative feedback demonstrates care and a commitment to customer satisfaction, which can turn dissatisfied customers into loyal advocates for your brand. 5. Amazon Promotions and Discounts: Utilize promotional tools to offer discounts and time-limited promotions to your customers. Capitalize on events like Prime Day to attract repeat business and acquire new customers.  Promotions drive immediate sales and gather valuable customer data for future marketing efforts. Customer retention is a tough nut to crack on Amazon, but these steps are stepping stones to creating a robust loyalty program on Amazon. How do you drive loyalty and long-term relationships with your customers?

Influencers Aren’t the Future of Marketing—Your Customers Are. People trust people like them, not scripted ads or sponsored posts. If your marketing relies on influencers instead of real customer advocacy, you’re missing out on the most powerful growth engine: community. The goal is clear: turn customers into ambassadors. When people genuinely love your brand, they don’t just buy from you—they promote you, defend you, and bring others with them. Lush is a perfect example. With a zero-spend policy on advertising, they use organic social reach to promote the brand, focusing on content related to issues the brand and its target customer cares about. Instead of paying for attention, they focus on brand values—sustainability, ethical sourcing, and activism—aligning with causes their audience cares about. The benefits of community-led marketing are massive: ✅ Authentic trust—Customers believe other customers, not ads. ✅ Sustainable growth—Word-of-mouth doesn’t need ad spend. ✅ Higher retention—People stay loyal when they feel connected. ✅ Stronger brand equity—A brand with a real community outlasts any campaign. Here’s how to start building a customer-led community: 1️⃣ Engage, don’t just sell – Create conversations, not just promotions. Ask for input, feedback, and ideas. 2️⃣ Feature your customers – Share their stories, highlight their successes, and make them the face of your brand. 3️⃣ Create spaces for connection – Build groups, forums, or live discussions where customers can engage with each other. 4️⃣ Reward advocacy – Encourage and incentivize customers to share their experiences naturally. 5️⃣ Think long-term – A community isn’t a campaign. It’s an ongoing relationship. Nurture it. This strategy comes down to one concept: Community-Driven Growth. People trust brands they feel a part of. By shifting from influencer-driven marketing to customer-powered communities, you’re not just selling—you’re building something bigger. A brand people don’t just buy from, but belong to.

You keep losing money and more customers by making this mistake (Here's how you can harness the power of after sales engagement to turn your customers into your brand advocates) For every time you make this mistake of seeing sales as the finish line, you lose more money and customers. The truth is, post or after sales engagement is where the real deal happens. Stop treating it with levity. Here’s why nurturing your customers after the sale is not just a nice to have but a critical growth strategy: ✓ It boosts retention: A satisfied customer is more likely to return and buy again. Repeat customers spend 67% more than new ones. ✓ It increases your revenue: Thoughtful follow ups can open doors to upselling and cross selling opportunities. It creates brand advocates: Happy customers share their positive experiences, which helps in word of mouth referrals and improving your brand’s reputation. Here's how you can master post sale engagement: 1. Gather Feedback Send a survey or ask for reviews. Example: “We’d love your feedback! How did we do?” Tools: Use platforms like Google Forms or tools like SurveyMonkey for easy feedback collection. Feedback helps you improve and makes customers feel valued. 2. Offer upsells or cross sells Suggest products or services that complement their purchase. Example: “Since you purchased product xyz, you might find product abc helpful. Here’s an exclusive discount for you” Use customer data to recommend relevant products. 3. Provide ongoing support Send “helpful tips” emails, onboarding guides, or how-to videos. Example: “Here’s how to get the most out of your purchase.” Why it works: It reduces buyer’s remorse and reinforces trust in your brand. 4. Celebrate loyalty Reward repeat customers with loyalty programs, early access to sales, or exclusive offers. Example: “You’re one of our top customers! Enjoy 20% off your next purchase.” Bonus: Loyalty programs increases your customer's retention and lifetime value. 5. Turn customers into advocates Don't be afraid to ask for testimonials, referrals, or case studies. Example: “We’re excited that you love XYZ product/service. Would you mind sharing your experience with others?” You can also offer a small perk, like a gift card or discount, for their time. Now imagine a customer buys your product, and instead of radio silence, they get: ✓ A thank-you email ✓ A “how-to” guide for using the product ✓ A personalized discount for a complementary item ✓ A follow-up asking for their feedback or review What do you get in return ? You get a loyal customer who feels cared for, is likely to return, and happily refers you to others. Are you currently engaging with customers after they buy from you? Share with us in the comment section.

You’re not losing customers to better products. You’re losing them to better experiences. Customer experience collapses when brands run on fragmented data. The result can be immensely negative, whether it’s overcommunication, undercommunication, and tone-deaf outreach that misses the moments where personalisation matters most. 76% of buyers expect personalised attention. They don’t want more noise, they want relevance. And they’re willing to meet you halfway. 83% of customers will share their data if it leads to a more personalised experience - data gold for retention first growth. Even better, 80% are more likely to purchase from brands that deliver on that promise. Yet most teams still chase acquisition while the compounding power of retention goes overlooked. And when growth leans to heavily on new customers, the math decays. Shopify data shows repeat buyers are ~28% of customers but drive ~41–48% of revenue. Among top decile brands, repeat rates top 40%. A modest 5% lift in retention can expand profit by 25–95%. So if you want to start performing like the top deciles, every touchpoint must adapt in real time, guided by unified data, not guesswork. It’s how you avoid overwhelming customers with a half-dozen impersonal, disconnected emails cluttering their inbox on the same day. It’s how you catch churn early and deliver the right loyalty nudge at the right time. Retention-first growth doesn’t just protect revenue. It compounds it. How do you find access to unified data? Are your handoffs seamless, or are customers slipping through the cracks?