Loyalty is a chicken-and-egg situation: customers are loyal because you deliver a great experience, and the longer they stick around, the better you know them—allowing you to enhance their experience even further. When looking to improve customer experience, it’s important to think beyond individual transactions and focus on long-term engagement.
Here are a few ways to keep customers coming back while strengthening their connection with your brand.
Get With the Program
Loyalty programs are a proven way to keep customers engaged and returning to your store time after time. While many excellent solutions exist on Shopify to help you implement a loyalty scheme, the key is to think beyond traditional discount-based rewards.
Consider offering experiential perks that make your customers feel like valued insiders. Some unique loyalty program ideas include:
- Early access to sales or product launches – Reward repeat customers with exclusive first access to new collections before they go public.
- Members-only products – Offer exclusive items that can only be redeemed with loyalty points, creating a sense of exclusivity and value.
- Surprise and delight rewards – Send unexpected discounts or free gifts based on customer milestones, such as their birthday or a specific number of purchases.
- VIP customer events – Create an engaged community by hosting virtual or in-person events, such as Q&A sessions with your brand, product tutorials, or behind-the-scenes insights.
- Charitable rewards – Allow customers to use their loyalty points to donate to a cause, reinforcing a sense of purpose and social responsibility.
By keeping your loyalty program fresh, engaging, and personalized, you can create a long-term connection with your customers that goes beyond discounts and builds brand advocacy.
Build on Community
Buying from a brand is about much more than simply receiving a product. What we buy sends a message about who we are. To make sure your customers know exactly what a purchase from your store says about them, it helps to cultivate a strong sense of community around your brand.
One of the most effective ways to do this is through social media, where customers can engage with your brand, share their experiences, and interact with other like-minded shoppers. However, community-building doesn’t have to stop online. Brands like Sweaty Betty have successfully bridged the digital and physical world by organizing local events such as run clubs and yoga sessions for their customers.
Consider these strategies to build a loyal customer community:
- Encourage user-generated content – Ask customers to share their experiences using your products through social media posts or reviews.
- Create a private customer group – Whether on Facebook, Discord, or a Shopify-integrated community platform, exclusive groups make customers feel valued.
- Host virtual or in-person events – Offer expert Q&A sessions, product tutorials, or even meet-ups to strengthen the relationship with your customers.
- Leverage brand ambassadors – Partner with loyal customers or influencers who align with your brand to create authentic advocacy.
By making customers feel like part of something bigger, you increase retention and turn shoppers into true brand advocates.
Content is (Still) King
Great content does more than just market your products—it enhances the customer experience before, during, and after a purchase. When done well, content builds trust, supports sales, and adds value beyond the transaction.
Think about these three content pillars when crafting your strategy:
- Pre-Purchase – Help customers make informed buying decisions with product comparison guides, explainer videos, and FAQs.
- During Purchase – Offer real-time support through chatbot guides, live Q&A sessions, and product tutorials.
- Post-Purchase – Keep customers engaged with styling guides, care instructions, and community-driven content to encourage repeat purchases.
When customers see your brand as a helpful resource, they’re more likely to return. Content isn't just about selling—it’s about creating an experience that makes customers want to stay connected with your brand.
Stay Consistent with Branded Emails Using Orderly Emails
Loyalty programs, community engagement, and content marketing all contribute to building long-term customer relationships—but your communication strategy also plays a key role. A seamless customer experience doesn’t end at checkout; it extends to every email you send.
With OrderlyEmails, you can customize your Shopify notification emails to reflect your brand’s unique identity. Instead of Shopify’s default emails, you can create professional, on-brand notifications that keep your customers engaged, reinforce loyalty, and encourage repeat purchases. Read about How Wms&Co.use OrderlyEmails to reflect their brand values or upgrade your Shopify emails today with OrderlyEmails.
By combining loyalty programs, community-building, content marketing, and consistent branded communication, you can create a truly engaging experience that keeps customers coming back.