Welcome to a new episode of our Give me 5! series, where we share 5 useful eCommerce tips that will help you get more customers and keep them around.
In this episode of the series, Deborah Preston, Director of Client Success at 2Checkout, is going to share five tips that will help you increase your customer loyalty.
Selling online is quite a challenge, we get it. But the process gets significantly easier if you have a customer-focused approach from the very beginning of your online business.
So, what should you be doing in order to build a genuine relationship with your customers and capitalize on it?
1. Try to over-deliver
Go above and beyond for your customers. Make them feel they really matter. Always show and remind your customers how you are going to make their lives better. Educate and reinforce that they have made a good choice.
Keep your promises, reward them, and stay true to your values; otherwise, it can have catastrophic results for your brand image. Build a genuine connection based on trust. Your reputation will be the most important factor that influences customers’ purchase decisions.
2. Start telling stories
We have been telling stories and listening to them for thousands of years. Stories have the power to help humanize the brands. You should aim to create content that tells stories with an impact.
They will make your customers engage with your brand. Good content inspires, motivates, and eventually drives action. Also, don’t forget the power of storytelling to spark emotion. In such a busy marketing world, your company will definitely stand out through your stories.
3. Be as responsive as you can
Does your team respond to customer requests in less than an hour? If not, you may be leaving money on the table. Offer them support on all the channels they are using to reach out. They can reach out to you on, social media, email, phone, contact forms on your website, online reviews websites, just to name a few. No matter the way they use to reach you, be prepared to service them and ask for feedback. You should also consider using chatbots to maintain a decent response rate on social networks.
4. Give them a star on your walk of fame
Shine a spotlight on your customers from time to time. Making them feel special is crucial. We recommend you to make interviews with them, create client success stories, emphasize their names in newsletters, give shout outs on social media post and have a strong referral program.
These interactions will not only reinforce their trust in your brand but will also help you both gain some visibility. It’s a winning situation for both companies.
5. Did you consider influencers?
Influencers have the power to shape thoughts, spark movements, and inspire ideas. They keep their community engaged by sharing insights from their professional experience, giving advice, and promoting things their followers might be interested in.
Tapping into influencer marketing is not rocket science, but it could help skyrocket your conversions— as long as you’re working with the right people.
Once you have mastered these tips, you’ll see major improvements in the relationship with your customers. These will translate into more money, more returning customers, and a better reputation.
As a key takeaway, it’s time we all take our customers’ success personally.
Thank you so much for watching! The conversation continues below, in the comments section.
Want some extra tips that will improve your customer acquisition strategy? You can watch our previous “Give me 5!” episode here!