The ultimate purpose of any business is to ensure customers keep coming back. It’s much easier (and cheaper!) to sell to existing customers.
But this is easier said than done
It’s even harder for eCommerce businesses, especially in industries where dozens of competitors are just a click away.
The development of Shopify, an optimized eCommerce software, has opened up new doors for countless online stores.
Shopify handles everything from marketing to payment, but are you using it to the fullest when it comes to client retention? Are you integrating Shopify with your other apps to ensure that customers enjoy a seamless experience across channels?
Plus, no matter how powerful an automation tool is, you still have to do some work (and most of the thinking!) yourself.
The following are some of the strategies that can help you build a loyal client base:
Allow Customers to Try Before They Buy
There is still a lot of uncertainty when it comes to online shopping. Some customers had terrible experiences in the past. Delays and wrong deliveries have become quite common. You can try and solve such issues by allowing the customer to try the products before they buy.
Allowing customers to pay for products after they have tried them out or at least after they have received them makes them know they are trusted which in turn makes them create a cycle of confidence in the brand and its services.
Exploit What Makes Your Brand Unique
Every company has that one element that sets it apart from competitors. It could be that you sell rare products or it could be that you are stocking products that adhere to strict industry or ethical standards.
Most clients are attracted to brands that share the same values and beliefs as they do. Identifying these unique attributes and exploiting them will give your business an edge.
Be Your Customers’ Trusted Advisor
To become a trusted advisor, you need to be an expert in your field. Use Facebook, Twitter, and other social media platforms to interact with your customers and answer their queries. Importantly, allow your clients to share their experiences with the company on these pages so they can also become brand ambassadors.
Create content that showcases your expertise and gives your customers valuable advice. Blog posts, white papers, even short videos are ideal to help you retain the most important customers.
Personalize Your Communication as Much as Possible
Technology has made it possible to collect a lot of information about clients. With Customer Relationship Management (CRM) software, you can track how many orders a client has placed and the kind of products they purchased.
Personalization is about putting a ‘human touch’ to online shopping. For instance, your CRM could help you with remembering a customer’s birthday and giving them a discount or gift on that particular day. This will make them come back.
Do the Small Things in a Big Way
Last but not least, pay attention to the smallest detail.
It is so frustrating for a customer to order a product only to be informed later that the said item is out of stock. What about delivery? Deliver the products within the stipulated time or even earlier. This will show your customer that you are reliable and that your care and respect their time.
You should also welcome customer complaints. These are blessings in disguise. Most people do not complain just because they believe that it won’t make a difference.
Always follow up client complains and ensure that they’ve been addressed to their satisfaction. If you don’t, they will tell others about their experience, and you know what this means, don’t you?
Having a loyal client base is, therefore, essential to the success of your business. By employing these strategies, you will be in a better position to position your company strategically in the market.