eFoli, a Shopify app developer, has released an industry statement arguing that unnecessary restrictions in online stores harm customer retention. The statement calls for merchants to prioritize purchasing flexibility.
-- eFoli Releases Industry Statement on Customer Retention
eFoli, a commerce software company that develops applications for Shopify stores, has published a new industry statement addressing a common but overlooked obstacle to customer retention in ecommerce. The statement, released this week on the company's website, argues that online stores often undermine repeat business by imposing unnecessary restrictions on how customers can complete purchases. The company aims to shift industry focus from post-purchase marketing tactics to the purchasing experience itself.
The statement identifies a contradiction in modern ecommerce: merchants invest heavily in attracting and re-engaging customers, yet their stores frequently prevent customers from buying in the ways they want. Examples include complex bulk ordering processes, rigid product bundles, inflexible pricing structures, and limited delivery options. eFoli contends that these limitations, which it summarizes as the "can't" factor, can drive customers away despite sophisticated marketing efforts.
Background on the 'Can't' Factor
According to eFoli, the ecommerce industry has become highly skilled at predicting customer behavior, personalizing marketing, and optimizing conversion funnels. However, the company observes that stores often fail to accommodate straightforward requests that arise during checkout. For instance, a wholesale buyer may struggle to order multiple sizes and colors in a single transaction, or a customer may be unable to assemble a custom product combination. Such friction, eFoli argues, sends a clear message that the store is not designed to meet the customer's needs.
eFoli's statement suggests that customer retention strategies have traditionally focused on what happens after a purchase, such as loyalty programs and follow-up emails. The company proposes that the decision to return is also heavily influenced by the ease and flexibility of the previous purchase. When customers encounter unnecessary obstacles, they may reconsider the relationship altogether. The statement emphasizes that not all restrictions are detrimental; legitimate business constraints, such as inventory limits or delivery capacity, are necessary. The distinction lies between restrictions that protect the business and those that merely inconvenience the customer.
eFoli's Suite of Solutions
eFoli offers a suite of Shopify applications designed to address specific aspects of the buying experience, including complex bulk orders, product bundling, quantity discounts, and order restrictions. While the statement does not detail each application, it notes that these tools aim to reduce friction and align store capabilities with customer expectations. The company's focus is on enabling merchants to offer flexible purchasing options without compromising operational efficiency.
The statement comes as retailers prepare for the competitive holiday shopping season, a period when customer acquisition costs rise and retention becomes critical. eFoli argues that increasing traffic or offering more discounts cannot compensate for a frustrating purchasing experience. Instead, merchants should give as much attention to the act of purchasing as they do to the act of persuading. The statement concludes that customers who request different combinations, larger orders, or flexible delivery are not being difficult; they are providing clear signals about how to earn their next purchase.
About eFoli
eFoli is a commerce software company that develops applications for Shopify stores. The company focuses on enhancing the buying experience by addressing common limitations in online ordering, such as complex bulk orders, product bundling, quantity discounts, and order restrictions. eFoli is dedicated to helping merchants improve customer retention through better purchasing experiences. For more information, visit efoli.com.
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Name: Ash Ome
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Organization: Efoli
Address: House #07, Line 1, Lane 12, Block C, Mirpur
Website: https://efoli.com
Release ID: 89208492
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