Sette strategie di fidelizzazione degli utenti nel 2025

Mentre rifletti su quali siano le strategie più efficaci per aumentare la soddisfazione degli utenti, tieni a mente che potresti sfruttare alcuni strumenti utili per raggiungere l'obiettivo in modo più agevole. Collaborare con Uber Eats può aiutarti a conseguire il tuo scopo, anche se le risorse a tua disposizione sono limitate. Grazie a Uber Eats, puoi offrire:

✓ Opzioni di ordinazione più pratiche. Le aziende che collaborano con Uber Eats possono offrire agli utenti diverse opzioni per la consegna e l'asporto. Iscrivendoti al marketplace di Uber Eats, puoi approntare un canale alternativo per ampliare il tuo bacino di utenza e ricevere gli ordini. Inoltre, se vuoi aggiungere ulteriori opzioni di consegna tramite i tuoi canali di vendita, puoi ricorrere a Uber Direct, una soluzione di consegna in white-label, per offrire agli utenti più fedeli un'opzione di consegna on-demand quando ordinano tramite il tuo sito web o la tua app.

✓ Strumenti di comunicazione per consolidare le relazioni. Uber Eats offre un canale di feedback diretto che consente alle aziende di rispondere alle recensioni che gli utenti lasciano direttamente nell'app. Puoi utilizzarlo per ringraziare gli utenti quando scrivono una recensione positiva o per trasformarne una non troppo lusinghiera in un'occasione per offrire una promozione o una riduzione sul totale di un ordine futuro. Se perdi un ordine o devi annullarne uno a causa di un imprevisto, puoi utilizzare una funzionalità di messaggistica integrata nell'app per comunicare l'errore agli utenti e risolvere la situazione.

✓ Servizio di assistenza su più canali. Il Centro assistenza di Uber Eats è attivo a tutte le ore del giorno e della notte e contattabile per telefono, via email e tramite i nostri forum online. Accetti ordini tramite l'app Uber Eats o utilizzi la nostra piattaforma per offrire un servizio di consegna di alta qualità? In ogni caso, il nostro personale può aiutati ad alleggerire la pressione operativa, lasciandoti più tempo per concentrarti su come far crescere la tua attività.

Per fidelizzare gli utenti è necessario offrire un'esperienza di prima classe in ogni fase del processo di interazione, dalla selezione degli articoli fino alla consegna vera e propria. Raggiungere questo obiettivo può essere complicato, tuttavia puoi ottimizzare le risorse a disposizione individuando il partner giusto per conseguire tale scopo.

You’ve nailed the in-store experience—your staff is friendly, the store is well stocked, and checkout is a breeze. But to truly meet the needs of today’s consumers, you need to cater to their digital expectations as well. Make ordering from your store as convenient as possible with curbside pickup, real-time order tracking, and delivery through third-party apps like Uber Eats. And don’t forget to create (or optimize) online delivery from your website as well. By extending your reach through multiple channels, you meet your customers where they are—online or in-store—boosting retention and customer satisfaction.

Resolving customer issues promptly is essential to keeping your customers happy. And when customers are happy, they’re more likely to return to your store.

Whether your customers are facing order issues, delivery delays, or product inquiries, equip your support team with the resources they need to handle requests efficiently.

Start by optimizing your self-service customer support options like FAQ on your website or in-app help. This can help your customers resolve their concerns before contacting a support team member. If your FAQ or in-app help doesn’t resolve the problem, make sure a real person is available to help by chat, phone, or email.

When you’re working with a customer face to face, learning what they want is easy. A friendly employee can ask questions in real time, offer recommendations, and make adjustments on the fly.

Online, businesses can achieve a similar level of personalization by using data tracking and analytics tools. These tools enable companies to analyze customer behaviors, preferences, and past interactions, allowing them to deliver tailored recommendations and create more engaging online experiences.

Turning casual customers into loyal fans starts with meaningful connections. Encourage your staff to engage with customers on a personal level, whether it’s remembering a regular’s favorite dish, having a meaningful conversation, or offering custom recommendations based on what they’re telling you.

You can build relationships online through personalized email marketing, exclusive offers for repeat customers, and loyalty programs that reward frequent purchases.

Speaking of loyalty programs, do you have one yet? If not, now is a great time to start. Statistics show that customers love loyalty programs, and they’re a solid building block of customer retention.

The 2024 Bond Loyalty Report found the following:

• 85% of customers say loyalty programs make them want to continue doing business with that retailer
• 79% say they’re more willing to recommend a brand with a good loyalty program
• 73% will modify the amount they spend to maximize their loyalty benefits

Building a loyalty program can be as simple as starting with a punch card or as robust as creating a rewards app.

You can improve customer retention numbers in several ways, but the best way to learn what resonates with your customers is to ask them.

Here are some methods for capturing feedback from your customers:

• Surveys: You can send short, targeted surveys by email or app to gather insights on customers’ satisfaction after purchases.
• In-store or online feedback forms: Consider making it easier for customers to share their thoughts by placing feedback forms at checkout or in their account section online.
• Social media polls and interactions: Engaging your audience through social media platforms with interactive polls or direct questions can help capture opinions.
• Customer interviews: Conducting one-on-one interviews with loyal customers can help you gain deeper insights into their experiences.
• Reviews and ratings: You may encourage customers to leave reviews on your website or third-party platforms like Google or Yelp to gather open-ended feedback.
• Loyalty program feedback: Loyalty programs can help you request input from repeat customers, offering rewards in exchange.
• Customer support interactions: Analyzing support tickets or live chat logs can identify recurring issues or opportunities for improvement.

Once you’ve captured the feedback, review it to help identify patterns and discover what changes you can make to improve.

One of the most powerful innovations driving customer loyalty and retention in this industry is the significant advancement in delivery services.

Customers no longer have to wait for quality delivery; they can get nearly anything they want whenever they want. They’ve become so used to fast and reliable delivery that it’s now an expectation.

In fact, 75% of consumers say they expect express delivery (meaning within 2 hours) as an option, and 72% will more likely continue to order from companies that provide express delivery. Moreover, 44% of consumers say they stopped patronizing a business because it didn’t offer this type of delivery.

Here’s the good news: express delivery is an option you can offer on your own channels. The best part? You don’t have to do the heavy lifting. With platforms like Uber Direct, you can white-label your delivery services, which means customers can place orders on your website and Uber Direct will take care of the delivery.