Whether running a brick-and-mortar or an online business, customer experiences should be your top priority. Happy customers will likely convert to return customers and will be your most effective sales ambassadors.
However, building a loyal customer base for your online business can be overwhelming, especially if you lack customer service training or experience. But worry not, as this guide can help you fine-tune your business approach to customer experiences which is guaranteed to improve customer loyalty.
1. Offer a Loyalty Program
Customers love discounts. So including them in your sales pitches always works great. Most online sales will always have a selling price but almost always include a discount, even for the first purchase.
But discounts should not end with the initial purchase. So it’s best to have a loyalty program where customers earn points per purchase. After some time, they can convert the points to get free products or enjoy discounts on the offer price.
Loyalty programs may not be limited to discounts and merchandise. You can take a different approach to it as long as it incentivizes the customer to return.
2. Send Personalized Messages after a Purchase
Courtesy goes a long way in building customer relationships and doesn’t take much. A simple thank you can leave a customer feeling appreciated and wanting to return.
When running a brick and mortar business, saying thank you may be straightforward because you will have the customer at your store in person. But it’s relatively different for an online store.
While you could include a “thank you” note at checkout, sending a personalized email or text message can leave a lasting impression on the customer.
3. Offer Expedited Shipping
Customer patience is running thin by the day, and making fast deliveries will get you in the good books of your customers, which can help convert them into return customers. Also, ensure that you do not promise what you cannot guarantee. If you can only manage one-week shipping, ensure that you only promise one week to avoid disappointments.
Most customers will not mind waiting if you do not go beyond the promised dates. But you could also offer expedited deliveries for customers who want their shipment to arrive faster.
However, that comes at a relatively higher price than standard shipping. If you are not sure how to deal with fast deliveries, this article titled “what is expedited shipping” can help you gain an in-depth understanding of the topic.
4. Offer After-Sales Follow-Up
Many online marketers are done with the customer when they fulfill their order. The problem with this approach is that the customer will also move on and forget about you altogether, and your aim should be to stay on their mind.
An excellent way to find your way into the customer’s heart is by following up with them after their purchase. The best time to do this is a few days after they receive their order and have tried it to find out if they are happy with your product.
Following up with your customer creates an impression of concern with their satisfaction which creates a lasting impression on the client, who will be more than willing to buy from you again.
5. Offer Excellent Customers Service
While most customers will not have problems making purchases online, not-so-tech-savvy customers like the older population may encounter problems placing orders. At other times errors in the system can cause problems such as billing errors.
Such occurrences can be frustrating, but how you handle them can make a big difference. So ensure that you have a well-oiled customer service department to ensure no customer issue goes unresolved.
When errors are corrected fast, and the customer knows it was an honest mistake, they may not have a problem doing business with you again.