How to retain your regular clients in delivery

Acquiring a new client costs 5 to 7 times more than retaining an existing one. In delivery, customer loyalty is even more important because competition is just a click away. Your objective: for the client to choose you instinctively.

Consistent quality is the foundation of customer loyalty. A customer who has had an excellent experience will return. But if he has a bad experience during his second order, he probably will never return. Regularity is more important than occasional excellence.

Add a touch of surprise to each order. A handwritten note, a sample of a new dish, a discount coupon for the next order. These little attentions cost a few cents but create a strong emotional connection.

Use data from platforms to identify your regular customers. Uber Eats provides statistics on repeat customers. If you see that a customer orders every week, pay particular attention to their order.

Encourage clients to follow you outside of platforms. A flyer in the bag with your Instagram or website account creates a direct channel. In the long term, some clients will be able to order directly from you, without platform commission.