The power of product information in customers

What makes customers stay loyal to a brand? Is it the price, the quality, or the experience? Yes, all these factors matter, but one of the most overlooked yet crucial elements is product information. Clear, accurate, and engaging product information builds trust, eliminates confusion, and enhances the buying experience—all of which contributes to customer retention.

Customer retention is all about keeping your customers coming back, and in today’s competitive landscape, detailed and reliable product information can make or break customer loyalty. Studies show that 81% of shoppers research online before making a purchase, and businesses that provide consistent and transparent product details are far more likely to retain customers and encourage repeat purchases.

Understand how product information influences customer retention, why it matters, and how you can optimize it to build a loyal customer base.

• Why product information is the key to customer loyalty
• How poor product information can damage customer retention
• Optimizing product information to improve retention
• The role of PIM in customer retention
• Your next step? Book a demo with inriver and focus on Retention!

Why product information is the key to customer loyalty

Businesses often focus most of their attention on promotions and customer acquisition, but without quality product information, even the best marketing campaigns will not convert buyers. Here’s why product information is at the heart of customer retention:

Builds trust and credibility

Customers need to trust that what they see online is what they’ll receive. 45% of shoppers say they won’t purchase from a brand again if they don’t have reviews or receive misleading product information. Providing accurate descriptions, high-resolution images, and detailed specifications ensures customers feel confident in their purchases.

Reduces product returns

One of the main reasons why there are such high product returns are incomplete or inconsistent product descriptions. It shows that 22% of product returns occur because the product failed to meet expectations. By providing accurate measurements, materials, features, and even customer reviews, companies can avoid buyer frustration and lower expensive returns.

Enhances the customer experience

Customers don’t want to waste time searching for missing product details. 90% of shoppers expect consistent product information across all sales channels (Business Wire). A seamless and informative experience keeps them engaged and encourages future purchases.

Encourages repeat purchases

When customers have a smooth and informative shopping experience, they’re more likely to return. Providing enriched product content—such as comparison charts, FAQs, and instructional videos—can help customers make informed decisions and stay loyal to your brand.

How poor product information can damage customer retention

Ignoring product information does not just lead to lost sales—it can also harm customer relationships and brand reputation. Here’s how bad product information can push customers away:

Creates customer confusion and frustration

If your customers can’t find the information they are looking for, they will be more likely to abandon your site and buy from another company. Missing critical product specifications results in lost sales and abandoned shopping carts.

Leads to negative reviews and lost trust

If product descriptions are incomplete or misleading, customers feel betrayed. This tends to lead to negative reviews, which potential buyers read before purchasing. Inaccurate product information can destroy your credibility and scare new customers away from buying.

Causes higher return rates and operational costs

Returns are not only inconvenient for consumers, but also expensive for businesses. The cost of shipping, restocking, and processing the returned item is all factored into the expense, cutting into profit margins. Taking care to provide accurate and concise descriptions of your products can prevent unnecessary returns and streamline overall efficiency.

Optimizing product information to improve retention

Want to improve customer retention? Start by enhancing your product information strategy. Here are practical ways to optimize your product data and keep customers coming back:

Use a product information management (PIM) system

A Product Information Management (PIM) system centralizes and standardizes product data across all sales channels. This ensures customers receive consistent and accurate product details, reducing confusion and enhancing trust.

Provide rich and engaging product descriptions

Go beyond basic descriptions. Include:

• Key benefits of the product
• Detailed specifications (size, material, weight, etc.)
• Use cases to help customers understand the product’s applications
• SEO-optimized keywords to improve visibility

Offer high-quality visuals and videos

Images and videos enhance the shopping experience. Research shows that customers who watch product videos are 64-85% more likely to buy. Ensure visuals highlight the product from different angles and in real-life scenarios.

Integrate customer reviews and ratings

Customer reviews and ratings help build trust. 93% of consumers in an evidence-based study show that online reviews can affect their purchasing decisions. Encourage satisfied customers to leave feedback and highlight testimonials on product pages.

Keep product information updated

Outdated product details lead to confusion and lost sales. Regularly review and update your product information content to ensure it remains relevant and accurate.

Enhance the after-sales experience with supportive product information

Customer retention does not end at checkout. Provide:

• How-to guides and setup instructions
• Troubleshooting tips
• FAQs to address common questions
• Personalized recommendations for future purchases

The role of PIM in customer retention

A Product Information Management (PIM) system plays a crucial role in ensuring accurate, consistent, and engaging product data across all platforms. A strong PIM strategy can:

• Boost customer confidence by providing detailed and reliable product descriptions
• Reduce return rates by ensuring customers receive what they expect
• Enhance customer experience by delivering seamless and consistent product information

By implementing a robust PIM solution like inriver, businesses can streamline their product data management, enhance customer trust, and drive long-term customer loyalty.

Your next step? Book a demo with inriver and focus on Retention!

At this point, you understand—how Product Information Management (PIM) relates to customer retention. The answer is simple: consistency and accuracy in product information create trust.

A great PIM system ensures that customers receive accurate, up-to-date, and engaging product information across all channels. When customers have a seamless experience finding the right product details, they are more likely to trust your brand, complete their purchase, and return for more.

If you want to improve your customer retention strategy through better product experiences, check out inriver’s PIM solutions. Our platform helps businesses deliver the right product information at the right time, driving higher customer loyalty and lifetime value.