One of the crucial preconditions for building a successful eCommerce business is having a great relationship with your clients. As much as shoppers look for quality products, the way they’re treated can make a huge difference when they’re making a purchasing decision. In fact, nearly 80% of customers say that they want brands to show they understand and care about them before they decide to buy anything. So having a knowledge of eCommerce Strategies To Build Better Customer Relationships is so much important nowadays.
When developing strong customer relationships, eCommerce retailers and marketers need to consider all the interactions across the customer journey, as well as other factors that can influence a customer relationship, such as customer service, personalization, etc. In other words, they need to come up with a comprehensive approach.
In this article, we’re offering you 6 effective eCommerce Strategies To Build Better Customer Relationships.
1. Create Value for Your Customers
If your goal is to not only attract customers but also retain them in the long run, you need to create value for them.
In order to achieve this, you first need to understand your customers’ needs. Listen to what shoppers have to say in their reviews and social media comments, and track their actions to understand what’s important to them.
Next, always think about expanding your offering with new products that serve your loyal customers. Remember, your best customers are not only the source of current revenue but also the basis of successful growth.
Finally, invest some time into educating your customers. Research has shown that customers are more likely to trust companies that try to improve their knowledge about their services or products.
2. Personalize Customer Relationships
Connecting with your customers on a personal level is crucial to establishing strong relationships.
Personalization boosts customer loyalty, increases conversion rates, and ultimately increases sales. According to a study by Monetate, more than 75% of brands that have exceeded revenue goals had a documented personalization strategy.
So, how do you personalize your customer relationships? Start by learning about your customer personalities and try to set your tone accordingly. In addition, find out what their preferred contact channels are. Would they prefer to be addressed via email or on social media? Where do they spend the most time on it?
Consider using tools like live chat that allow you to interact with customers in real-time, identify and solve issues faster. With direct communication, you can develop friendlier and more trustworthy customer relationships.
3. Exceed Customer Service Expectations
Real-time support is also crucial when it comes to providing outstanding customer service. It allows you to create a good first impression and provides valuable feedback that you can later use to further improve your customer experience.
You should also encourage your customer support team to be proactive when solving customer issues. This means listening to them and going the extra mile to solve their problems instead of simply following a script. After all, people don’t just buy products; they buy good feelings and solutions to their problems.
Finally, always be polite. Treat customers calling into your support center as individuals. Use their first names and find ways to compliment them. However, you must be sincere because people will know if you are faking it.
4. Appreciate Loyal Customers
Loyal customers can be incredible assets to your eCommerce business. By turning into dedicated advocates, they can significantly boost your brand image. According to surveys, customers with an emotional connection to a brand have an over 300% higher LTV and are much more likely to recommend you to others.
For these reasons, you should come up with ideas on how to delight your loyal customers and show your appreciation. Besides loyalty programs where loyal customers receive gifts in exchange for repeat purchases, you can also offer premium services such as video chat and co-browsing, or incentives like free products, discounts, special buying opportunities, and price reductions.
5. Collect Feedback and Act on It
In order to be able to serve your customers better and improve customer relationships, you need their opinion on what you’re doing well and what could use improvement.
Be sure to establish a procedure for collecting feedback where you will ask customers to rate their experience with your eCommerce store. For instance, you can ask for feedback after a conversation with a support agent ends and their issue is resolved. This will demonstrate that you are genuinely interested in understanding customers’ needs and that you’re doing anything you can to meet those needs.
Once you’ve collected the feedback, discuss the information with members of the concerned departments and implement their suggestions.
6. Use CRM Tools
Customer relationship management (CRM) can be an incredibly potent tool that helps you to better understand your customers. It records everything from product preferences and buying habits to customers’ age and locations. A CRM software can help you optimize, streamline, and centralize all communications with your clients. By doing this, the CRM tool will help you design a customer-focused strategy designed that will boost customer satisfaction and increase your revenue.
By using a CRM platform like Salesforce and Hubspot, you can identify who your most profitable customers are, anticipate their needs, and send them targeted offers and marketing messages tailored specifically for them.
Having a solid, trustworthy relationship with your customers will give your eCommerce store a significant competitive edge. And allow you to occupy a larger portion of the market. Putting in place a comprehensive strategy is of the utmost importance, and these 6 tips will provide you with a great starting point.