Customer retention should be an ongoing process. When you have an e-commerce business, your goal should be for customers to purchase from you again and again. There are a few tips and tricks to help you retain more of your customers.
Capture Contact Information
As customers place orders with you, you want to make sure that you are capturing all of their contact information. This includes their email address so that you have a way to contact them in the future. If you utilize a CRM platform, much of this will be done for you. It will then allow you to automate more tasks, ensuring that marketing never falls through the cracks.
When you collect more contact information, it also allows you to learn more about your target demographic, including where they live and what they typically buy. It will help you to create better marketing campaigns in the future.
Establish a Loyalty Program
There is a signiﬁcant amount of competition out there, regardless of what industry you are in. As such, you want to give customers a reason to stay loyal. Otherwise, they could easily switch to one of your competitors.
As far as what kind of loyalty program that you create, it‘s entirely up to you. It can be based on the number of visits or the amount of money that they spend. You can then reward them with
discounts on future orders as well as samples of new products that you have to offer. It can be a good idea to survey customers to find out what they want so that you can build a loyalty program people actually want to be a part of.
Send Out Monthly Newsletters
A monthly newsletter is a great way to make sure you maintain communication with your customers. Let them know about new products and services, any amazing reviews that you have, whiteboard videos that explain new products, and anything else that you have going on. This will ensure that people remember you and your brand when they are ready to buy once again.
Train Your Customer Service Department
Whether you have a call center or simply an email where customer service agents respond to inquiries and complaints, you need to be sure everyone is trained in the ﬁne art of customer service. It‘s not always easy to be pleasant, especially when you have an irate customer on the other end of the line.
When your employees are able to treat everyone with respect, attend to the individual needs, and turn a bad situation into a positive one, it will allow you to get more repeat customers. Often,
customers simply want an apology and the chance to be heard. How you handle those situations will determine whether they do business with you in the future.
Ask Customers to Follow You
If you are already engaging with customers and potential customers on social media, be sure to ask new customers to follow you. Whether it’s Facebook, Twitter, or lnstagram, let people know where you are. This is a great way to interact with people, ﬁnd out more about who they are and what they want, as well as for them to enter contests and sweepstakes that you may offer.
Customer retention is easier than you might think, especially if you have the right tools. Once you start getting to know your customers better, you will be able to retain them. That’s when you can achieve more growth for your e-commerce business.
Learn more about customer retention by contacting ICC. Order management software solutions can be what you need to capture information and provide a higher level of customer service at the same time.
These ideas, along with Orderwave by your side, will help you grow your ecommerce business and get ahead of the competition. Contact us to learn how to manage all of the orders you’ll now be receiving.