As a businessperson, you know that bringing back the current customers is easier and more reasonable as compared to attracting new ones. The main thing that must be at the top of your priority list should be customer retention. You must make sure that all the effort you put in to fascinate one doesn’t go to waste. You also want them to have the best customer experience so that they recommend you to others.
At the end of the day, why would you have given so many resources in advertising yourself only to lose the customer after the first purchase?
It is defined as the collection of activities and processes that a business employs to increase the rate of repeat customers on your online store. One may wonder about the tactics that are used for customers to make a repeat purchase on your online store.
The most effective tool used to engage customers is email marketing. This gives you access to your customers and also an opportunity to build on your relationship with them. Another great thing about emails is that they make you engage with your customers before, during, and even after placing an order on your online store.
With the effectiveness of email marketing, you should also focus on the content as it matters a lot. For every email you send to your customers, the value must be added to improve their customer experience. If this is not done appropriately, you may lose your customers.
Emails are also used to communicate about deals and promotions going on at your online store. Notify your customers via email marketing about ongoing discount deals and flash sales. With this, they will get alert and know everything happening in your business and may be interested in any of your deals. This increases their chances to buy from you again and again.
Another thing to consider is the duration between the emails you send for customer engagement. A great way to make a start for your customer retention campaign via emails is to make use of a follow-up email. After a few days after your customer purchases something from your online store, you can send them a thank you email for purchasing from them. This way, they will feel respected, and you can also improve the outlook of your business.
For example, if someone is running a bank safes business, their target will be bank owners. Thus, all the bank safe manufacturers should collect the email lists of bank owners, so they can keep them updated about safes’ new models.
Using Customer Account:
This is the most efficient way to make sure that your customer comes back to your online store. The main best thing about these accounts is that all the details and information of your customers are saved. When they will again make a purchase, they will not go through the process of order placing all over again. Most of the data will be automatically filled in as that info will be saved. They can also have the chance to:
- Access previous orders
- Monitor their purchasing history
- Analyze their costs
Some of the customers may feel hassle in signing up and doing all the processes. This may even lead them to go for check-in using guest accounts if the option is available. To make it easy for your customers, you can provide a sign-up option just after the first order is placed.
Improving Customer Support And Services:
Customer service is an important aspect of customer retention. Firstly, you need to ensure a free and up-front medium of communication between you and your customers. This will provide them with a suitable platform for communication, also mentioning their concerns. Also, ask them for your assistance when required. When establishing a proper communication channel with your customers, you will be there for them when they need you. This raises their chances of returning and placing an order at your store again.
Among many things that improve the customer service delivery for an online store is the live chat. You must begin with this as it is the first stop solution for many. It can turn the queries of your customers into sales within a short time. You must be able to handle any arising concerns and complaints from your customers and resolve them as soon as possible.
In improving the customer experience, all these services go a long way. For example, if you are a newbie in vault door business and you receive a customer’s query, you must answer them appropriately by looking at how existing and renowned vault door manufacturers respond to their customers’ concerns. With this, the chances are high that this customer will hold the business in high regard.
One more thing that you must understand as a businessperson is that a simple and effective solution offered to a customer can turn them into a loyal repeat one. This will also improve the feedback of customers, your ratings, and many other things.
Discounts and Promotions:
There is nothing that customers love more than when shopping at discounts. Thus, include a discount policy where the customer gets price cuts according to the number of items bought. This makes customers recognize that you mind them too as much as you are out there trying to make money.
However, it is always a good idea to always keep stay alert and careful with your discounting. It is an approach that requires proper pre-planning to prevent it from falling. This happens once you announce discounts on your products, your customers may develop an idea that the prices are dropping. This may result in a loss of revenue for the business. Thus, before implementing it to your business, make sure that you have taken time to calculate the overhead expenses to avoid any losses.
For any business, customer retention is important. The base of your customer is a benefit for you that you should treasure. They are already familiar with your brand once they have interacted with your products. Also, they get to know your services. To retain your customers back to your online store depends on how much effort you make to do so.