One and Not Done: 7 Strategies to Turn One-Off Holiday Shoppers into Loyal Customers

Turning one-off holiday shoppers into repeat customers can directly contribute to your business’s growth. Let’s say your average customer lifetime value (CLV) from repeat buyers is $10,000. Now, suppose 100,000 new customers shop from your store during the 2024 holiday season.  If you manage to convert even 10% of these one-time buyers into regular customers, you’d add a staggering $10,000 x 10,000 to your revenue—an extra $100 million.

But here’s the catch: converting these deal-seeking, seasonal shoppers into loyal customers isn’t a walk in the park. These buyers are often drawn in by holiday discounts and might not come back unless they see real value. 

It’s not just about offering the lowest price; it’s about the overall experience, the convenience, and the relationship you build with them.

To keep these holiday shoppers coming back, you need to look beyond the usual discounts. 

In this guide, you’ll find seven actionable strategies you can implement to convert these one-off holiday buyers into repeat customers. 

Let’s get started.

7 Strategies to Convert Holiday Shoppers into Loyal Customers

Consider implementing these strategies to improve your store’s customer retention:

1. Deliver an Exceptional User Experience

Let’s be honest. Many ecommerce stores still have room for improvement when it comes to creating a seamless user experience, whether on their website or mobile app.

Today’s shoppers expect more—they want an exceptional user experience, and if they don’t get it, they’re out. 

In fact, 60% of shoppers abandon their purchases because of a poor user experience. And even if they snag a great holiday deal on your site, a clunky experience means they’re unlikely to return.

So, make user experience a priority.

If you can create a smooth, enjoyable shopping journey, your holiday shoppers won’t just buy once—they’ll keep coming back.

To deliver a positive user experience: 

• Optimize website speed: Today’s shoppers have no patience for slow sites. Even a one-second delay can lower your conversion rates. Make sure your website loads quickly on both desktop and mobile. Compress images, use a reliable hosting provider, and minimize unnecessary plugins to keep things running smoothly.
• Simplify navigation: A cluttered, confusing site layout drives customers away. Keep your navigation menu simple and intuitive. Group similar products, use clear categories, and add a search bar to help customers find what they need without hassle.
• Mobile-friendly design: More than half of online shopping happens on mobile devices. If your site isn’t optimized for mobile, you’re missing out. Make sure your site is responsive, buttons are easy to tap, and checkout is seamless on smaller screens.
• Streamlined checkout process: A complicated checkout is a deal-breaker. Simplify it by offering guest checkout options, reducing the number of form fields, and providing multiple payment methods. Make sure it’s quick, secure, and easy.
• Minimal distractions: Pop-overs can be helpful but too many can be frustrating. Use them sparingly and make sure they are personalized and add value, without overwhelming the user. 

2. Don’t Stop There – Focus on the Overall Customer Experience

Delivering a seamless user experience is just the start.

The real magic happens when you focus on the entire journey your customers go through—from their first click to the moment they receive their order and beyond. 

A great customer experience doesn’t end with the sale; it’s about making every interaction count. That’s how you can turn one-off buyers into loyal customers. 

For instance, when a customer needs help, is your support team easy to reach via their preferred mode of communication? Or do they struggle through endless menus just to get a response? 

Another key touchpoint is communication. 

Picture a customer eagerly waiting for their package. Without timely updates, that excitement can quickly turn into frustration. Making your customers feel anxious and dissatisfied is the last thing you want.

Keeping your customers in the loop about their orders can offer them peace of mind. 

Solution: Use Insider to set up and send transactional SMS and WhatsApp messages to your customers effortlessly.

Remember: every interaction—whether it’s through your website, customer service, or delivery updates—creates an impression. By focusing on the overall experience, you show your customers that they matter, which can further encourage repeat purchases.

Make every touchpoint memorable, and you’ll create loyal customers who don’t just shop once—they keep coming back. 

3. Create a Customer Loyalty Program

Why a customer loyalty program?

It’s a marketing strategy that rewards your customers for choosing you time and time again. Whether through points, discounts, exclusive offers, or early access to new products, loyalty programs keep your brand top-of-mind and encourage repeat purchases. 

How it works:

• Earn points for purchases: Reward customers with points every time they shop. Points can be redeemed for discounts, freebies, or other perks.
• Exclusive member-only perks: Offer special benefits like early access to sales, VIP events, or exclusive products that make your loyal customers feel like insiders.
• Tiered rewards: Create levels within your program that offer increasingly valuable rewards as customers spend more. This not only encourages repeat purchases but also motivates customers to reach the next tier.
• Referral bonuses: Encourage your loyal customers to spread the word with referral bonuses. Not only does this bring in new customers, but it also keeps your current ones engaged and rewarded for their advocacy.

Loyalty programs aren’t just about the perks—they’re about creating a deeper connection with your customers that keeps them coming back.

4. Send a Heartfelt Thank You Note

Including a thank you note—especially a handwritten one—with each customer order is a small gesture that speaks volumes. It lets your customers know they’re more than just a transaction—they’re valued. 

This small gesture can make a big impact. It can help you show that you genuinely care about their experience, not just their purchase.

But don’t just send a generic thank you note. 

Make it personal! Address them by their name or reference something specific about their order. 

SMS that reads, “Thanks for your order, Sophie! We hope you enjoy the new slippers.”

This little bit of personalization can go a long way in making your customers feel special and acknowledged.

And it doesn’t have to stop there. 

Consider adding a special discount code (covered in depth) for their next purchase, or a suggestion for a related product they might love. 

It’s these thoughtful touches that can help you turn a simple thank you into a memorable moment.

5. Offer an Exclusive Discount on Their Next Purchase

Many holiday purchases tend to be one-off because they’re often driven by price rather than loyalty. Shoppers hunt for the best deals, make their purchase, and move on. 

To turn these price-driven, seasonal buyers into repeat customers, an exclusive discount on their next purchase can be a powerful incentive. 

For instance, you can send them an SMS like this immediately after they make their first purchase: 

“Thank you for shopping with us! As a token of our appreciation, here’s 20% off your next order. Use code WELCOME20 at checkout on your next visit. We can’t wait to see you back!”

Or an email like this:

Subject: 🎁 Thanks for Shopping with Us! Here’s 20% Off Your Next Order – Just in Time for the Holidays! 🎄Email Body:Hi Sarah,Thanks a sleigh-load for shopping with Holly & Co.! 🎅 We hope you’re loving your recent holiday gift set purchase and spreading some festive cheer. As a little extra holiday magic, we’ve got a special treat just for you—20% off your next order!Use code: HOLIDAY20 at checkout to unwrap your savings. 🎁This offer is valid for the next 30 days, so don’t let it melt away! Whether you’re decking the halls with our cozy candles, stocking up on festive favorites, or treating yourself to something sparkly, we’ve got you covered.Why Shop Again? ✨ Exclusive Holiday Items 🛍 Early Access to New Year Deals 🚚 Free Shipping on Orders Over $50Have any questions or need a little extra help? Our elves (aka support team) are here for you! Just hit reply, and we’ll get back to you quicker than Rudolph on Christmas Eve. 🦌Wishing you a jolly holiday season and can’t wait to see you back at Holly & Co.!Ho-ho-hope to see you soon,The Holly & Co. Team 🎄

Why do personalized, exclusive discounts work? 

Because when customers receive a personalized discount, they feel recognized and appreciated. It’s not just another promo; it’s a thank-you for choosing your brand.

You can further one-up this strategy by adding a time limit, like 30 days, to create a sense of urgency that encourages customers to act quickly.

These exclusive discounts aren’t just meant to reward customers—they create a cycle of loyalty, repeat business, and positive brand sentiment that lasts well beyond the holiday season.

6. Deliver a Personalized Experience

Personalization goes far beyond just using a customer’s name—it’s about creating a shopping journey that feels like it was made just for them. It’s about knowing what they like, anticipating what they need, and making them feel like VIPs every time they interact with your brand.

Think about it: when you suggest products based on past purchases, offer exclusive discounts tailored to their shopping habits, or send personalized emails with items that match their style, you’re not just selling—you’re connecting. This kind of one-on-one attention makes customers feel seen, understood, and valued.

Picture this: a customer lands on your site, and the homepage is filled with products they’ve been eyeing. They get an email with a special offer just for them, or a personalized message that says, “We thought you’d love this!” 

It’s these little touches that make them feel like more than just another shopper—they feel like they’re your favorite.

Pro-tip: Insider lets you deliver these personalized experiences at scale. You can effortlessly showcase trending products, recently viewed items, location-specific bestsellers, and frequently purchased together items. You can also set custom recommendation strategies tailored to each shopper’s preferences. 

7. Send Push Notifications

Push notifications are short, clickable messages that pop up on a customer’s device—whether on their desktop or mobile app. 

They allow you to engage with your customers instantly with timely updates, personalized offers, and reminders that bring them back to your site.

Imagine this: Your customer gets a push notification on their phone that says:

“🎉 Psst… You’ve just unlocked the Mystery Box! 🎁 Tap here to reveal your surprise discount!”

Another example:

“🔥 Hey Alex! The sneakers you’ve been eyeing are now 20% off! 👟 Hurry, offer ends tonight! 🕒”

These playful and unexpected messages can catch your customers off guard (in a good way!) and make them feel excited to engage with your brand.

You can also send push notifications to customers who abandoned their carts. Or didn’t purchase from your brand in a while. 

Insider lets you set up automated push notifications that are triggered based on specific customer behaviors and interactions. For instance, when a customer adds items to their cart but doesn’t complete the purchase, Insider can automatically send a reminder to encourage them to return and finalize their order.

DeFacto, an ecommerce clothing brand, 8X their conversion rate with Insider’s behavioral app push notifications. 

“Insider is more than just a Growth Management Platform that helps us achieve our marketing KPIs, they truly care about our success. Since we’ve started using Insider’s mobile app push notifications, the growth team at Insider was “always-on” helping us whenever we needed their support. Insider’s Cart Reminder Push Notifications proved to be highly effective in helping us realize our revenue goals and improving the retention of our mobile app users.“ – Abdulkadir Erkatranci eCommerce Business Analytics Manager

Turn Casual Holiday Shoppers into Loyal Customers

The 2024 holiday season is just around the corner. And now is the perfect time to lay the groundwork for implementing these strategies. 

Use Insider as your partner in this journey.

Our customer experience platform has been designed to help you deliver exceptional experiences at every touchpoint. 

Whether you want to keep your customers updated, send engaging push notifications, or offer AI-powered personalized recommendations, Insider offers a wide range of features that can support your goals.

This not only makes their holiday shopping experience enjoyable but also encourages them to return year after year.

If you want more last-minute ideas on how to add sizzle to your peak holiday plans, check out our latest on-demand webinar, “Top Ten Strategies for the Short 2024 Holiday Season.”