Acquiring a new customer costs up to 5 times more than retaining an existing one. Yet many e-retailers focus all their efforts on acquisition, without investing in a customer retention strategy. The result: fleeting customers and growth that’s hard to sustain.
Retention isn’t just about promotions: it’s built on trust, experience, and shared values. In 2024, 65% of French consumers say they want to shop more responsibly, and 68% prefer low-carbon delivery.
👉 Ignoring these expectations in your content and service strategy means risking the loss of a loyal customer base.
Content and retention as pillars of growth
An e-commerce website aiming for long-term customer loyalty must:
· Create useful and consistent content (guides, newsletters, product updates)
· Build an engaged community around strong values
· Offer a coherent shopping experience: from browsing to after-sales service
Today, customers also choose a brand for its environmental and social commitment. It’s become a key factor in customer loyalty.
Colis Privé: responsible logistics that build loyalty
With Colis Privé, e-retailers can strengthen their retention strategy by relying on:
· A gradual reduction of carbon footprint through:
o Electrification of the delivery fleet
o Route optimization using data
o Expansion of lockers and pick-up points (reducing individual trips)
· Fast delivery (24h/48h) and flexible options (home, pick-up points, lockers, neighbours)
· A clear and measurable CSR approach aligned with the expectations of responsible consumers
By integrating this sustainable dimension into brand communication and content, e-retailers can turn logistics value into a loyalty driver.
From first order to lasting relationship
Retention doesn’t happen by chance: it’s built step by step, through consistent and visible choices. Choosing responsible logistics like Colis Privé shows your customers that you share their values and that every purchase has a positive impact.
The result: more loyal customers who recommend, return, and become true brand ambassadors.
👉 Check out the first article in this series: Understanding the market to meet customer expectations
👉 Learn more about our offers and services: Our e-commerce solutions – Colis Privé
