Daniel Nevin, VP & General Manager, Inmar Post-Purchase Solutions:
Amazon has undoubtedly solidified its position as the leader in the U.S. e-commerce market, capturing a staggering 37.6% of the market share—more than six times that of its closest competitor. But what makes Amazon so successful, and how does it continue to outperform other online retailers despite increasing competition?
To understand this, we surveyed 1,000 Amazon buyers to uncover the key factors driving their purchasing behaviors and loyalty to Amazon. Here’s what we found and how other e-commerce businesses can apply these insights to enhance their own customer retention and growth.
Loyalty: The Key Driver of Amazon's Success
Amazon’s dominance is not just about attracting new customers; it’s about turning those customers into loyal repeat buyers. In our survey, 76% of Amazon shoppers reported making multiple purchases monthly, with 54% shopping several times a month and 22% making purchases weekly.
Why does this matter? Returning customers are likely to spend 67% more on average than new customers, and acquiring new customers is approximately five times more costly than retaining existing ones. The secret to Amazon’s sustained growth lies in this conversion of one-time buyers into loyal, repeat customers.
Understanding Customer Loyalty: What Makes Amazon Stand Out
Loyalty can be measured in various ways, such as customer lifetime value, repeat purchase rates, and engagement. Our survey revealed some telling insights about Amazon's ability to foster this loyalty:
87% of respondents prefer buying from Amazon versus directly from a brand’s website.
74% indicated they would still purchase from Amazon even if the price was higher than on other sites.
These findings suggest that Amazon’s customer loyalty stems from more than just competitive pricing—it’s rooted in the overall customer experience.
The Amazon Customer Experience: Convenience is Key
When we asked Amazon shoppers why they prefer the platform, the responses centered around two main factors: customer experience and convenience. Specifically, Amazon’s seamless returns process emerged as a crucial element. Here’s what Amazon shoppers look for in a return experience, ranked in order of importance:
Free returns
Easy returns, including Convenient drop-off locations No need to re-package or print shipping labels
Speed of refund
This focus on hassle-free returns is so significant that 74% of respondents said Amazon’s return policy definitely or somewhat influences their purchasing decisions.
Preferred Return Methods: What Amazon Gets Right
Our survey also shed light on shoppers' preferred methods for returning items. Here's the breakdown:
70% chose to return items at a carrier like FedEx.
17% preferred returning at Kohl's.
13% opted for returns at Whole Foods Markets.
Additionally, 94% of respondents stated that Amazon had never rejected a return, underscoring the platform's reputation for being customer friendly.
Amazon Set the Standard: Now You Can Play the Game
Fast delivery and free shipping have become the norm in online retail, but it's important to remember that Amazon pioneered these practices. Early on, Amazon was not bound by the pressure of immediate profitability; instead, it focused on providing an exceptional customer experience, including easy returns. This commitment built the trust and familiarity that fostered customer loyalty.
But here's the good news for other e-commerce sellers: you don't need Amazon's resources to compete effectively. By adopting some of Amazon's strategies, online retailers can offer a similar level of customer experience, especially regarding returns.
How to Compete: Leveraging the Amazon Playbook
While Amazon has set a high bar, there are ways for other sellers to level the playing field. Consider these steps:
Offer Convenient Return Options: Utilize third-party service providers to facilitate return drop-offs at locations like Kohl's and FedEx Office. The Inmar Returns Network, for example, provides access to over 4,000 drop-off locations nationwide, offering a package-free and label-free return experience.
Aggregate Returns to Cut Costs: Use networks that aggregate returns at the drop-off location to reduce transportation costs and minimize carbon emissions.
Simplify the Returns Process: Eliminate the need for re-packaging and printing shipping labels. Making returns as easy and hassle-free as possible can significantly impact customer loyalty.
Conclusion
Amazon’s success is not merely a result of its size but rather its meticulous focus on customer experience and convenience. As our survey confirmed, features like hassle-free returns play a critical role in building customer trust and loyalty.
However, digital sellers can now leverage Amazon's best practices to enhance their own customer retention strategies. By offering a seamless returns process and prioritizing customer experience, any online seller can compete more effectively and foster a loyal customer base.
Ready to Improve Your E-commerce Strategy?
Implementing a customer-friendly returns process is just one of many ways to boost customer loyalty and retention. By understanding and adopting Amazon’s approach, you can enhance your customer experience and drive growth in today’s competitive e-commerce market.
Reach out to the team at Inmar to learn more about how we can help improve returns experiences, enhance loyalty, and reduce costs.