A business would not exist without its customers. There are plenty of brands that are putting a lot of effort into ensuring that they are on good terms with their customers. According to Oberlo and their article on 5 reasons why customer satisfaction is important, failing to do so would stagnate the business, and all the negative word of mouth could lead to even bigger problems, especially when talking long-term.
Those who are still relatively new and lack experience might find that it is not that easy to get on good terms with the customers. Ultimately, if you are seriously thinking about committing to the world of ecommerce, you will need to prioritize customers.
Here are some tips that will help you create a good strategy and ensure that you have good relationships with your customers.
Tip #1 – Track Data
There are a lot of tools that allow you to collect data about the behavior of your customers. Once you launch the campaign, keep close tabs on how customers respond to various aspects of your business.
Are they subscribing to newsletters? Are they actively participating in the discussions on social media posts after you ask a question? How much time do they spend reading product reviews? What type of content do they prefer?
Getting in the shoes of a customer and experiencing what your business has to offer would be a perfect opportunity to evaluate what you are missing as well. Or even ask someone you trust for some help. The bottom line is that the more data you have, the more you stand to gain.
Tip #2 – Improve Communication
Communication does not end with social media presence. You ought to improve every aspect of communication, including how you announce new products, or what your newsletters are like.
And it should not be limited to just clients. Other brands or influencers you cooperate with would also appreciate great communication skills. And if the feedback that others post about your brand is positive, you can expect to get even more customers coming your way. Thus, as far as communication goes, you should always be at the top of your game.
Tip #3 – Improve Customer Support Department
The overall customer experience relies a lot on your customer support department. It might not seem like that big of a deal, but failing to answer questions and other queries that customers might have is a problem that can snowball out of control.
And the customer support does not end with just having a rep who can respond to people. Some website visitors are not that keen on engaging with the customer support and would rather look for information themselves.
You need to provide these people with such information. Create a solid FAQ page. Infographics, informative articles, and video tutorials are also forms of content that offer value.
Tip #4 – Collect Feedback
Similar to collecting data, feedback from multiple different sources will also help you get a better understanding of which areas are still lacking and need improvements. Try to get answers from different demographics because doing so would provide a wider picture. And do not limit yourself to just customers who sent you one directly via reviews or other means.
There might be some reviews on the internet in a place you least suspect it to be. Browse the web and see if you can stumble upon a random forum or social media post. So long as it is genuine and constructive, any review is of use.
Tip #5 – Engage Them
Engage with the audiences. Social media is the best example. Reply to as many questions or comments as you can. Create polls and incentivize people to participate. Post special announcements about upcoming products and other news. Consider creating a forum or a group on either of the available social media platforms. The group that would be driven by the community itself.
Tip #6 – Create Loyalty Program
A loyalty program is one of the best ways to ensure that you are in a good relationship with the customers. People love to receive various perks and rewards after they purchase something.
It can be a small discount, or a one-time coupon for free shipping the next time they purchase something. There could also be a VIP system that allows customers to collect points that can be later exchanged for prizes.
Tip #7 – Keep Track of Recent Trends
Trends dictate the behavior of both customers and businesses. You need to be at the top of your game and follow the information on what is happening in the industry. Maybe there is a new technology that improves customer support, such as AI chatbots. Or maybe more stores are adding virtual reality to help people view products without the need to leave home.