Ecommerce & Returning Customers - Where's the Missing Piece?

Hello,

I'm in niche where the products are original and are perfect for souvenirs, collections, gifts and if you get my thoughts, they are something you can continuously buy.

The orders are beautifully arranged and packaged and I always get compliments from the customers. However, in the end of the thank you conversation over the phone they always wish me luck in my journey, translated as not coming back.

I tried giving out discounts but it had low success.

Any ideas of the why will be of help.

How much feedbacks did it take you to draw the conclusion? If its many, I would honestly ask handfull of them, why? and what went wrong? So just be honest to those chosen one and explain your situation and ask them "Why?". Sometimes they are kind enough they will let you know the truth where you messed up or lacking. Just based on the above context that you provided it's really hard to give any advice if anything we will be just speculating/ guessing game.

All the best!

You said it yourself, these products usually purchased as a gift and due to the fact that it is very strange and unacceptable in the unwritten social rule to buy the same gift a second time (maybe senile will buy twice).

Perhaps you can get their email? you could add a call to action there for them to forward it to a friend that might be interested. it's worth a shot if people already find your service pleasant. or maybe try marketing to businesses instead of individuals.

Tishina said:

in the end of the thank you conversation over the phone they always wish me luck in my journey, translated as not coming back

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Why would a customer that just bought something from you buy another gift at the same time? He'd have ordered 2 in the first place, no?

Dates of celebration and gifting are spread far and rarely bunched closely together. The focus should be on getting new customers and improving the popularity of your store.

Maybe you can ask them for the birth dates of their loved ones to get special discount offers, etc and try when an occasion is near