Every business knows that the best customer is the one you’ve already sold to. Maintaining a base of loyal customers is essential in today’s ever-changing e-commerce landscape. Below we discuss some top tips on how to keep your customers coming back.
1.Make your customer feel special
Shopping online can actually be an impersonal and lonely experience, so it’s important not to neglect your customer care. Some companies call clients after they make a large purchase. Whereas others reach out via phone or email to ensure the product has arrived and that the customer is having no problems. A customer will always remember this kind gesture and think to use you again for their next purchase. You can help further encourage this action by also sending them a coupon for their next purchase.
2. Make use of their inbox
We often underutilize the classic email newsletter. But actually, it’s a great way to ensure your customers feel like they’ve got the inside track. Give your buyers exclusive looks at new product lines or sale items. Use unique coupon codes that are only available to newsletter subscribers. Exclusivity makes people feel more connected and more likely to return.
3. Encourage them back
Once a customer does buy something from your store, it’s extremely important to actually give them a reason to return. One suggestion would be to include a coupon in the box with their order. For example, if they purchased a coffee machine, then you may find they’ll return for a discount on filters, coffee or other such items.
4. Track customer behavior
Don’t underestimate the power of data and statistics. Study the buying habits of your customers. If you find they only make a purchase once every 5 months, then send them a promotional email every 4 months to try and preempt their purchase decision. If you have regular customers, then it’s a good idea to get them to sign up for a refill subscription if relevant.
However, it’s very important to not become overbearing. Too many emails can put a person off and ultimately lead them to unsubscribe from your email list and not purchase from your website again. So try and find the right balance.
5. Check your analytics
With constant advances in web analytics, you now have a wide range of useful tools to help see what items and content are performing well on your website and what items and content are causing customers to leave. Heat map software is actually a great way to see what areas of your eCommerce store potential customers use the most. You can find this feature on all paid and free software web applications.
Follow these five steps and you’ll be on the way to keeping your customer a lifelong one. Remember every customer is different, so don’t attempt a “one-size-fits-all” approach. Rather you should tailor your plans to different varieties of customers segmented into groups. This will increase your chance of customers consistently returning to your e-commerce store to make future purchases.