Customer Loyalty in E-Commerce In perspective of Bikroy.com

1. Welcome

2. TEAM MEMBERS
NAME ID
MAHBUB NABI RASEL M21421111108
NAZMUS SHOEB JAMIL M21421111122
NAZMUL HOSSAIN M21421111123
MD.BILZAR RAHMAN M21241111141
MD.SUMON AHMED M21241111130

3. TOPIC
CUSTOMER LOYALTY IN E-COMMERCE

4. INTRODUCTION
Customer loyalty is both an attitudinal and behavioral tendency to favor
one brand over all others, whether due to satisfaction with the product or
service, its convenience or performance.
Creating online customer loyalty, Retaining existing customers is a necessity
for online vendors. Customer loyalty encourages consumers to shop more
consistently. and feel positive about a shopping experience and helping
attract consumers to familiarize themselves with brands in the face of a
competitive environment.

5. A successful Customer Loyalty Strategy
Get the packaging right :
 Have complete control over the delivery process,
 ensure that the packaging has that 'wow factor‘.
Offer fast delivery options:
 Retailers should never underestimate the 'want it now'
mentality.
 If customers know that they will receive goods quickly when
they order, they'll keep coming back.

6. A successful Customer Loyalty Strategy
Set and beat customer expectations:
 This is vitally important, as delivery issues are
guaranteed to deter repeat purchases.
 It's about under-promising and over-delivering.
Easy repeat purchases:
 One-click payments are a big part of its success online
 It makes purchases incredibly simple so encourages
shoppers to keep coming back.

7. A successful Customer Loyalty Strategy
Social media customer service
 Offering great customer service via social media can help customers
to avoid the pain of the call centre queue, and offer a more personal
touch.
Offer free and easy returns
 Offering free and convenient returns is a great way to persuade
first-time customers to buy, but is also a great retention tactic.
 If customers know they can return items easily if they change
their minds, they are more likely to come back again.

8. WHY USE LOYALTY PROGRAM
STAND OUT :
 Acknowledge new buyers with a reward for first time
purchase.
 It’s easy to stand with the crowd, it takes courage to stand
alone.
 Promote yourself as a unique company with a unique
service & give customers a reason to choose your Brand

9. WHY USE LOYALTY PROGRAM
COST LESS & PROVIDES INSTANT ENGAGEMENT:
Rewards must be instantly available or if the customer chooses,
accrued toward future purchases
Acquiring a new customer costs 5-10 times more than retaining
an existing one.

10. WHY USE LOYALTY PROGRAM
BUY MORE :
 Rewards must be meaningful - if you are selling online,
redemption of rewards should be available online.
 A repeat customer spends 67% more than a new one.

11. SERVICE QUALITY AND CUSTOMER LOYALTY
 Customer loyalty deals with customer intentions to do more
business with the vendor .
 Recommend that vendor to other customers
 Quality service is something that customers typically want and
value, providing high quality service.
 It should arguably increase their willingness to come back
 Customers who experience low service quality will be more
inclined to defect to other.

12. CUSTOMER TRUST AND CUSTOMER LOYALTY
• Customer trust in the online vendor is important.
• there is little guarantee in an Internet environment that the
online vendor will refrain from undesirable, unethical,
opportunistic behaviors.
• Unfair pricing, presenting inaccurate information, distributing
personal data and purchase activity without prior permission
redeemed customer trust.
 customers who do not trust an online vendor will be less
inclined to do business with the vendor.

13. Factors
 Personal Interaction:
 Asking the customer about the use of Website
 how they personally Feel during visiting
 purchasing from the website.
 Physical Aspects:
 the website designed
 user friendly or not to the customer .

14. Factors
• Reliability:
• The information about the product
• Delivery of the product on the right time
• Policy:
• mainly focuses on safety trading
• securing the information of the customers
• a better e-commerce experience.

15. Factors
• Product Quality: Customers are asked
• the quality of the product that they have previously
purchased and they
• can easily order the product whenever they want.
• Site Availability:
• is site availability 24/7.
• From any technology