What eCommerce brands really need to focus on in 2026

Alla Avgustinov

February 12, 2026

•

5 min read

Loyalty & Retention

Customer Experience

Campaign Strategy

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Insights from the Quickfire x clearer.io Roundtable

Ecommerce is entering a more disciplined era. Acquisition is more expensive, customers are more selective, and the brands set up to win in 2026 are no longer chasing growth hacks. They are tightening fundamentals, aligning teams, and building for long-term value.

In a recent virtual roundtable hosted by Quickfire, clearer.io joined Brightpearl and Get Better to discuss what is actually working for retailers right now. This article breaks down the most important themes from that discussion, with practical takeaways eCommerce brands can act on today.

Prefer to listen instead? You can watch the full webinar below and hear the insights directly from the panel.

Why community is becoming a commercial growth lever for eCommerce brands

Community has been a buzzword for years, but in 2026 it becomes commercially meaningful only when it is intentional.

Customers increasingly want to feel part of something, especially in categories tied to identity, lifestyle, or passion. But building a Slack channel or WhatsApp group does not automatically create community.

Niklas, Director of Partnerships EMEA here at clearer.io, highlighted a common mistake: brands build communities around trends rather than purpose. A channel is not a community. A community is built around shared value, shared language, and shared identity.

The brands doing this well understand:

why their customers gather
what value members get from participating
how community connects to the broader brand experience

When community is designed with intent, it drives retention, advocacy, and lifetime value.

What meaningful personalisation looks like in eCommerce today

Most eCommerce brands already have more customer data than they know how to use. The opportunity in 2026 is not collecting more data, but activating the data brands already have.

If customers are asked questions, but their answers never influence email flows, loyalty journeys, or support interactions, those signals are being wasted.

Customers expect brands to understand context. If someone buys regularly, treat them differently. If someone buys a gift, don’t drop them into replenishment. If someone is a VIP, don’t send them the same broadcast as everyone else.

Personalisation is no longer a competitive advantage. It is the baseline expectation customers have of eCommerce brands.

How loyalty programs need to evolve to drive retention in 2026

Points-based loyalty programs are not dead, but on their own they are no longer enough.

Customers increasingly want recognition, access, and a sense of belonging, not just discounts or points balances.

The most effective loyalty strategies:

reward behaviour, not only spend
connect online and offline experiences
offer genuinely different moments for VIP customers

When loyalty feels like a club, not a spreadsheet, customers stay longer and spend more.

Why operational excellence is now a brand-level differentiator

Brightpearl shared a statistic that reframes how brands should think about retention:

77% of negative reviews are not about product quality. They are about fulfilment, delivery, and experience.

This means one of the strongest retention levers is not marketing or discounting. It is operational reliability.

Automation, accurate stock data and unified systems aren’t back‑office luxuries anymore. They’re customer experience tools - and they’re becoming a competitive advantage.

How eCommerce brands should think about using AI in 2026

AI adoption is widespread, but many brands still cannot clearly articulate what they are using it for.

The most valuable applications of AI are not customer-facing gimmicks. They sit behind the scenes, helping teams:

spot fulfilment issues early
flag high-value customers affected by delays
analyse profitability across products and cohorts

AI does not replace human connection. It amplifies teams that already understand their goals and data.

Why VIP customers need fundamentally different brand experiences

Not all customers contribute equally to a brand’s success, and they should not be treated the same.

Brands performing well in 2026 are identifying their most valuable and engaged customers early, then building experiences around them.

Customers who consistently engage through reviews, UGC, repeat purchases, or community participation should receive fundamentally different experiences, such as early access to launches, exclusive drops, priority support, or invite-only events. This is where lifetime value increases naturally, without reliance on discounts.

What eCommerce brands should prioritise heading into 2026

The brands that win in 2026 are not chasing trends. They are executing the fundamentals exceptionally well.

That means:

Building intentional, value-led communities
Activating existing customer data
Designing loyalty programs that feel human
Connecting offline and online experiences
Investing in operational excellence
Using AI with clear purpose

These are the foundations that drive sustainable growth, retention, and long-term brand loyalty.

If you want deeper context and real-world discussion around these themes, watch the full Quickfire x clearer.io roundtable webinar.

FAQs

What should eCommerce brands focus on most in 2026?

Ecommerce brands should prioritise retention, operational excellence, meaningful personalisation, and community-led growth rather than short-term acquisition tactics.

Why is community important for eCommerce growth?

Community increases customer lifetime value when it is built around shared identity and purpose, not just communication channels. Intentional communities drive loyalty and advocacy.

How should eCommerce brands use AI effectively?

AI is most effective when used for operational intelligence, such as identifying fulfilment risks, analysing profitability, and supporting better decision-making, rather than surface-level customer features.

What makes a loyalty program successful in 2026?

Successful loyalty programs focus on belonging and recognition. They reward behaviour, offer differentiated VIP experiences, and connect online and offline engagement.

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Alla Avgustinov

February 12, 2026

•

5 min read

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