It is a well known fact that it is much easier to retain customers and generate repeat purchase than to acquire new customers. And the problem of customer retention is not just a problem of the ecommerce world. Even offline businesses find difficult to retain their customers. That is why it is essential to build customer loyalty and go beyond customer expectations with every product or service you provide. If this works then repeat purchases and revenues are sure to take place. In this article, we will talk about four ways you can enhance customer loyalty and generate repeat business.
1. Take Care Of Your Customers Like A Friend
Treat them well! Remembered a friend is always there for you? Your customer is your friend so try to be there with them, find ways to help them out and understand them in detail. That is why customer support is so much important. Live chat is a great way to connect with customers. With live chat you can get feedback from customers instantly and act upon it to solve their issues. You can reach out to them in a real time way and solve their problems.
Don’t ignore your buyers’ social circle. Majority of the buyers are more than happy to spread the word on social media when they have a positive outlook about your offerings. Then why not sweeten their online shopping experience by rewarding them for their actions? Provide your shoppers coupons when they refer you to their friends.
2. Product Customization As Customers Want
The ability to customize product design is a great way to offer a personalized shopping experience and enhance brand loyalty. Given an opportunity, all of us would want a product that is unique and is something that no one else has. For example if you have an online fashion store, you could allow customers to personalize some of the items like shirts, trousers and skirts by adding their own designs on their clothes and giving them their own personal touch. This will increase customer loyalty as they will get something unique not available anywhere else. Though not every product can be customized, those that can be like t-shirts, shirts, stationery items, gift items, etc should have customization options wherever possible. This can be easily done with one of the many online product designer tools available in the market.
3. Focus On Smooth Checkout Process
Customers always expect high quality design and UI. In fact, as per studies, customers wish web pages load within 2 seconds or lesser than this. Slow loading web pages will certainly reduce your buyers’ interests and bring unexpected roadblocks in their online shopping journey. So, ensure your first priority is to offer fast loading website and a smooth checkout process.
Why? Because, there is nothing more irksome than a checkout process that doesn’t work smoothly! You can measure your checkout with various tools that show your stats on user experiences and try your hands on A/B testing to find out the glitches that will lead to improved conversion.
4. Build Trust With Your Customers
Third most important factor is to build trust and prove that you are worth in what you offer. Customers like to shop with the brands they trust. So, ensure that they are actively purchasing your products and in return, you are providing them what they look for or something worth buying. Make their shopping experience interesting by sharing new product campaigns. Most of the buyers are connected on social media platforms, which means to build trust around your brand you have to be socially connected too.
They share your products or services you offer, give ratings & reviews, follow you and share them on different social connections. Many customers want content from brands that demonstrate how their products are used! Just like others, you can also create videos explaining the product usages. You can consider making presentations, Infographic as well as sharing news or help guides or tutorials with practical examples.
Ultimately it is all about customers and their experiences. Make every customer interaction positive. This is the best way to make your customers trust your eCommerce store and buy from you again and again. Your customers can refer your brand to their friends too. So, think about where they are and be a central part of their lives.