How To Make Your Top 1% Feel Special? Customer Retention Strategies

In the ecommerce race, the focus often gravitates toward the pursuit of new customers.

The excitement of acquiring fresh faces can be all-consuming, and in the process, the existing treasure trove of loyal customers tends to be overlooked.

These loyal patrons, constituting just 1% of your customer base, are not mere numbers; they are the pulsating heartbeat of your brand.

So, what if we told you that by making these 1% feel like VIPs, you could significantly elevate your ecommerce retention game?

Let’s delve into the ultimate strategies to turn your loyal 1% into brand advocates and supercharge your business!

If you’re aspiring to generate 30% – 60% of revenue from email every single month in less than 45 days then book your free retention email plan here.

1. Show Personalized Love- Make It All About Them

Get to Know Them
To make your 1% feel truly special start by diving into the details about your customers. What do they like to buy?

When do they usually shop? Understanding these things helps you personalize their experience.

For example, if you know a customer who always buys sneakers, you can recommend new sneaker arrivals or offer exclusive discounts on upcoming releases.

Celebrate Their Special Days
Birthdays and anniversaries are more than just dates – they’re opportunities to make your customers feel valued.

Send them personalized messages, handwritten letters/notes or surprise them with special discounts on these occasions.

Imagine receiving a heartfelt birthday wish from your favorite online store along with a discount code to use on your special day!

Show Gratitude & Recommend Things They’ll Love
Send a warm thank you note to your loyal customers and be grateful for their love & support.

Along with the note, use the data you have about their preferences to suggest products they might be interested in.

If a customer frequently buys skincare products, you could recommend a new moisturizer that aligns with their skincare routine.

It’s like having a virtual shopping assistant catering to their unique tastes.

2. Direct Engagement- Listen & Respond to Your Loyal 1%

Listen Up
It’s not just about bombarding customers with messages; it’s about listening to what they have to say.

Pay attention to comments, reviews, and messages. Respond to their inquiries and acknowledge their feedback.

This simple act shows that their opinions matter and that your brand cares about their satisfaction.

Quick Replies
In a world where time is of the essence, a speedy response is like a digital high-five. Respond promptly to customer inquiries and comments.

Whether it’s a question about a product or a positive review, showing that you’re there and attentive enhances the customer experience.

Special Channels
Create exclusive communication channels for your loyal customers. This could be a special email newsletter or a VIP customer support service.

Providing them with direct access to personalized assistance reinforces the idea that they are a priority. Imagine having a dedicated support line where your queries are addressed swiftly and with extra care.

3. Community Building- Make Them Feel Like They Belong

Exclusive Forums and Groups
Create exclusive forums or social media groups where your 1% can connect with each other. This fosters a sense of community and belonging.

These platforms can be spaces for sharing experiences, recommendations, and even exclusive previews of upcoming products.

By facilitating these connections, you not only strengthen the bond between customers but also deepen their connection with your brand.

Events and Gatherings
Organize events or gatherings exclusively for your loyal customers. This could be a virtual meetup, a product launch event, or even an in-person gathering for those in close proximity.

These occasions provide an opportunity for customers to engage with your brand on a more personal level and create lasting memories associated with your products.

4. Surprise and Delight- Keeping the Excitement Alive

Surprise Gifts
Surprise your 1% with unexpected gifts along their customer journey. This could be a free sample with a purchase, exclusive merchandise, or a personalized thank-you note.

These gestures not only show appreciation but also add an element of excitement to the shopping experience.

Exclusive Discounts & Sneek Peeks
Occasionally offer exclusive discounts or sneak peeks into upcoming releases to your loyal customers. This not only makes them feel privileged but also keeps them excited about what’s next.

By making them feel like insiders, you create a sense of exclusivity that encourages loyalty.

Giving Limited-Time Offers
Introduce limited-time offers that are exclusive to your 1%. This could be a flash sale, early access to promotions, or a special discount code.

The urgency created by these offers adds a thrill to the shopping experience, making your 1% feel like valued insiders.

5. The Ripple Effect- Turning Your 1% into Brand Advocates

Turn Your Loyal Customers into Brand Advocates
It’s crucial to recognize that your 1% loyal customers are not just repeat buyers; they are potential brand advocates.

By making them feel special, you’re not only retaining customers but also creating a loyal army that can significantly contribute to acquiring new customers.

Word of Mouth & Referrals
Satisfied and engaged customers are more likely to become vocal advocates for your brand.

Encourage word-of-mouth promotion and referrals by implementing referral programs or offering incentives for customers who refer new businesses.

The trust and loyalty of your 1% can have a cascading effect on your customer acquisition efforts.

Promote User-Generated Content
Encourage your loyal customers to create and share user-generated content.

Whether it’s unboxing videos, reviews, or social media posts featuring your products, user-generated content serves as authentic testimonials.

By showcasing your 1% in your marketing efforts, you not only appreciate their loyalty but also attract new customers through genuine, real-world endorsements.


In the relentless pursuit of new customers, it’s easy to overlook the goldmine of loyalty that already exists within your 1%.

By implementing personalized strategies, fostering direct engagement, building a sense of community, and sprinkling surprises along the way, you not only retain your loyal customers but transform them into powerful advocates for your brand.

Remember, your 1% is not just a statistic; they are the heartbeat of your brand.

Nurture that heartbeat, and watch your ecommerce business flourish.

If you’re looking for a fully customized strategy to keep your loyal customers,

schedule a call with me here.


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