Customer Engagement and Retention for eCommerce

This course uses artificial intelligence to create video and audio materials.

Acquire a new customer or retain one who has already purchased? In e-commerce, the answer is clear: retaining a customer costs far less than acquiring a new one, and even a 5% increase in retention can significantly boost profit. Yet most businesses still invest almost everything in traffic — and lose customers right after the first purchase. This course is about how to avoid that.

This course will help you understand how customer engagement and retention actually work in e-commerce — not as separate strategy elements, but as a single system that directly drives sales.

You will see how engagement is genuinely formed among e-commerce buyers, how it converts into repeat purchases, and how retention becomes a measurable business outcome.

Throughout the course, we will cover:

• what actually motivates buyers to interact with a brand and its products — and how to grow that engagement rather than lose it

• how customer interaction turns into repeat purchases and long-term retention

• how automation helps scale communication

• how analytics shapes decisions and improves results

• which tools help specialists work on customer base retention

The course is built in a lecture format with real examples and case studies from Ukrainian brands, practical slides, and additional materials for independent study.

By the end of the course, you will be able to:

• understand how to build a systematic and long-term approach to customer relationships in e-commerce

• map the customer journey, identify key touchpoints, and engage through them effectively to improve retention

• influence key e-commerce metrics such as conversion rate, AOV, and LTV

• strengthen your marketing strategy with new tools and channels, and automate processes

• analyze campaign results, identify weak points, and improve their performance

Earn a personal certificate upon completion

At the end of the Customer Engagement and Retention for eCommerce course, you can receive a personal certificate from the eSputnik team. It confirms your completion of the program and the knowledge you have gained in customer retention, lifecycle communications, and retention marketing. The certificate has a unique ID and a personal verification link, so it can be added to LinkedIn, your portfolio, CV, or used as proof of professional development.