Most apps get opened once and forgotten. The ones that keep customers coming back do four simple things—consistently.
1) Reduce anxiety after purchase (clarity wins)
People stay loyal when they know what's happening. Inside the app, show live order status, delivery dates, and easy returns.
Make it real:
- Live tracking: Order received → Packed → Out for delivery → Delivered
- A clear returns/changes flow: Start a return in one tap
- A help button that connects you to a real person when needed.
Examples by vertical
- D2C / e‑commerce: Order tracker, delivery ETA, no‑login returns
- Services: Clear appointment time · Live arrival update · One-tap reschedule
- Marketplaces: Buyer/seller status updates, escrow milestones, dispute resolution steps.
Speaking of clarity: You’ll see me use D2C in multiple occasions in the article, so here is what it means: Direct To Customers
Clarity builds trust. Trust drives repeat purchases.
2) Personalize the experience (remember me)
People come back to what remembers them—last order, sizes, addresses, favorites. Keep it simple and useful.
Make it real:
- Reorder last purchase button on the home screen
- Save sizes, addresses, and preferred payment automatically
- Relevant “Because you bought X…” bundles (not random)
Examples by vertical
- D2C: Refill reminders, size/fit saved, quick “add all” from past orders
- Services: Repeat the last service bundle, preferred staff/time slots
- Marketplaces: Saved searches, favorite sellers, “price dropped” alerts
3) Use helpful messages (not spam)
Push and in‑app messages should help, not interrupt: “Out for delivery,” “Back in stock,” “Your refill is due.”
Make it real:
- Start with transactional alerts (shipping, delivery, appointment changes)
- Add opt‑in nudges (refills, expiring points, back‑in‑stock)
- Quiet hours and easy notification controls
Examples by vertical
- D2C: “Your order arrives today.” “Your usual bundle is low—want to reorder?”
- Services: “Your appointment is tomorrow at 10:00.” “You’re due for a follow‑up.”
- Marketplaces: “Offer accepted.” “Item shipped.” “New listing matches your search.”
Helpful beats noisy. Every message should save time or reduce worry.
4) Reward loyalty (make repeat easy and worth it)
Simple members‑only perks and fair points keep people around because they feel recognized.
Make it real:
- Clear rules: Earn 10 points per ₦1,000. Redeem at checkout.
- Early access or bundles for members
- A wallet screen that shows progress and the next reward
Examples by vertical
- D2C: VIP drops, bundle discounts, birthday credit
- Services: Priority booking, “every 5th visit is free,” referral credits
- Marketplaces: Fee reductions for repeat buyers/sellers, verified‑member perks
Quick checklist (ship this first)
Clean home screen with Track order / Reorder / Support
Live tracking and an easy returns flow
Reorder last purchase on the home screen
Transactional notifications on by default; opt‑in nudges
Loyalty basics: clear points & perks, visible wallet/progress
So if your app isn’t increasing customer retention, another ad campaign won’t fix it.
Let’s build one that keeps them coming back.
You can 📞 Book a Free Consultation