When it comes to building a sustainable and successful e-business, entrepreneurs know that the real gold is to have repeat customers, those who come back to buy again and again.
Numbers suggest that it costs a company five times more to attract new customers against retaining existing ones. This is because there is only a 20% chance of a new customer buying something as against 70% for existing customers.
Focusing energy on loyal customers is therefore the most valuable business asset which only can help drive sales and keep them happy also. Here are five ways to keep your customers engaged and boost business productivity.
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Offer them a Loyalty Program
If you value your customers, loyalty programs must be part of your strategy to show that you value their commitment to your brand.There are several ways to go about this online like providing them with a seamless purchasing experience.
Online shoppers crave for convenience and if they can get that service on their mobile or PC, you are well on the way to buy their loyalty. Offering discounts to those who join your loyalty club can attract others to become members as well.
Furthermore, offering customers several online platforms to make purchases and interact with your brand through social media, online communication etc can build even a more stronger customer loyalty network.
Giving them loyalty points on birthdays or anniversaries can induce them to make further purchases and makes a new deal far easier and quicker to achieve.
Provide Good after Sales Service
Offering quality customer service is probably the best way to retain a customer. In this way you can ensure that every transaction leaves a customer satisfied with a positive impression. A happy customer will not only buy, but encourage friends to buy your brand as well.
Being responsive will ensure that a majority of customers will come back to buy if they know that their issues will be resolved without any hassles.
Online businesses, on their part should adopt automatic measures through help-desk apps or live chat services to attend to the issues of dissatisfied customers. Your e-commerce team should ensure streamlined and proactive support.
Ask for Reviews and Take Appropriate Action
Customer feedback and acting swiftly on the review will show your customer that you value them. This also builds a long-lasting and solid relationship with them and assesses their satisfaction level.
Send them discounts or bonuses to reward them for their feedback.
Engage with Them
Engage with your customers through email and social media as a great tool for customer retention. By informing them of available promotions, discounts and special offers you can turn a first time shopper into a repeat customer.
Express Gratitude through Reciprocity
Crème-de-la-crème of customer loyalty is reciprocity which involves acts of kindness to express the brand’s gratitude. As an e-commerce retailer you can offer customers access to a new product or even small gifts with the idea to exceed the customer’s expectations.
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