For many eCommerce companies acquiring new customers seems to be a daunting task, however the real challenge lies in retaining the existing ones. As Jeff Bezos rightly said, We see our customers as invited guests to a party, and we are the hosts. Its our job every day to make every important aspect of the customer experience a little bit better.
In todays post, let us try to share a few important things that you ought to do to keep your existing customers.
5 Important tips to keep your customers
Customer attraction is the major factor that brings back customers to your store. However, this attraction process is not as simple as it sounds. It requires constant research, perseverance and strategy to achieve a continuous association with your customers. Here are a few tips that will help you to retain your customers and allow you to engage them with your brand.
Offer Valuable customer support
Studies show that excellent customer support is one of the most important factors that motivates your customers to continue their association with your brand. It is a great idea to include information on multiple modes of contact: email, phone and chat. You may even include features such as live chat or interactive QA. We often notice customers talking about poor customer service on social media, so make sure to provide the best customer service to your customers, especially for the ones who are new to your company.
Use the power of Analytics
Understanding your customer helps you to continue your association with them for a longer period of time. Using the power of Big data and Analytics makes this process easy and well-structured for you. Make sure to gather as much information as possible to understand your customers behaviour. Details like the frequency of purchase, products added to the wish list, shopping cart abandonment, frequently visited pages etc. help you to personalise your offers and marketing messages to suit the tastes and preferences of your customers. Customers appreciate made to order products and services and motivates them to continue to engage with your brand.
Offers and Incentives
A little surprise is something that everyone loves to receive. Sending a special discount coupon for their birthday or anniversary or reminding your customer that a product that they have shortlisted is on sale, will have a great impact on your brand. Customers do appreciate your efforts and continue to show loyalty due to these random acts of kindness.
Send Powerful Emails
Email is a very powerful medium that helps you to convert one time buyers to repeat customers. Regular emails with information on new products and services, current offers or interesting themes with product combos all help you to improve loyalty and credibility of your brand. You may even send specialised emails such as Cart Abandonment, failed transactions, product availability or even weekly/fortnightly newsletters with special themes. All these educate the customers and motivate them to push further through the sales funnel.
Let the Content talk
Content was and will always continue to be the king for your eCommerce business. Aligning your content marketing strategy along with your customer retention strategy is sure to work wonder for your business. Instead of developing a one-size-fits all content, make sure to develop various customer profiles and tailor the content to resonate with each persona. This will help you to target smaller customer groups with effective communication messages.
Social media is yet another platform where you can easily connect with your customers. It is a good practice to monitor customer activity on social media while keeping an eye on those parts of content that are attracting maximum eyeballs. These practices will help you develop a better understanding of your customers and help you to develop better strategies.
It is most important show your customers that you are always there to listen and care. Understanding ones customers, finding ways to help them and continuing to appreciate their loyalty, will all help in developing lasting relationships. We hope you find these tips useful. Do share your feedback with us.