e-Commerce needs customer retention to gain repeat customers from one-time buyers. Retaining an existing customer is 5 times more affordable than getting a new one. In the same way that maintaining a friendship with a best friend is easier than starting one from scratch, it is also easier to retain customers. The lack of face-to-face contact with customers makes e-Commerce businesses prone to customer churn, but there are ways to keep winning leads and improving retention. Utilise these 5 tips in the article to retain more customers for your e-business.
1. Social Media Engagement
Millennials and Generation Z are likely to spend most of their time on social media, so it makes sense to engage with them there. The strength of your social media presence can determine whether a customer stays with you or churns. Your customers can connect with you in real-time on social media. Be responsive to your customers' questions and concerns and thank them for their positive reviews. Monitor your social media channels for brand sentiments through mentions, hashtags, and direct postings.
2. Email Marketing
Connecting with e-Commerce customers is easiest via email. An email should be sent to new customers as soon as they purchase, as it is an ideal time to thank them for their purchase and offer up-selling and cross-selling options. Likewise, they can easily drift away if they have not made a purchase recently. Send your customers recurring emails to stay in touch. Consider sending an email that says, "We miss you!" with a discount code to encourage them to purchase again. You can also send them personalised offers around holidays and birthdays.
3. Personalised Experience
Using your customer's purchase history, you can analyse their behaviour and personalise their shopping experience. Recommending products based on items that customers have previously viewed and purchased. Your e-newsletter or blog posts can be tailored to share relevant content based on previous purchases. You can also conduct a research survey on how to better personalise your customers' buying experience. With personalisation, every customer will feel like they matter, resulting in increased customer retention.
4. Reward Programme
Offer rewards programs that motivate customers to continue shopping with you. The excitement of earning stars, points, or dollars keeps customers returning. Furthermore, since customers cannot meet in person, rewards programs make them feel like they are part of your community. In addition, customers can share tips and success stories.
Final Thoughts
Listen and pay attention to your customers' questions and comments.
Often, we can't see what went wrong, at least not as well as our customers. Paying attention to customers' questions will help you develop a customer retention strategy to keep them coming back. It may be that you did not explain enough when customers ask an obvious question or a question you have already answered. Thus, you should always remember that if one person asks a question, others might as well. When you know the problems, you can better address them. Listening is one of the most effective ways to improve customer retention.
Get a better start with Zooloo. Our team is happy to assist you with your journey towards digital transformation. You will enjoy immense growth opportunities if you partner with the right service provider. Please contact us at sales@zooloo.asia.
- Discover more about Customer Service Strategies
- Find some tips on B2B Sales Strategies
- Looking closer at Marketing Strategies
- Read about The Digital Transformation Journey
- Learn more about our “Digital Backbones”
Tags: #CRM #MicrosoftDynamics #digitaltransformation #B2B #digitaladoption #digitalintegration #digitalsolutions #wholesaletradesector #wholesaletrade
