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Whether you’re running an ecommerce or a brick-and-mortar store, the lifeblood of your business is the customer. Every single new business owner needs to keep this in mind. The key to success lies not only in attracting customers but also in retaining them. To stand out and thrive, online businesses must go the extra mile to create memorable experiences for their audience. Your business isn’t necessarily successful just because you get a whole bunch of customers; they’re winning them over, and then there’s keeping them for good.
When it comes to customer loyalty, it’s something that needs to be earned. It doesn’t come easy, but once you win over that trust, as long as you don’t break it, you can count on your business growing further and further into success. So, how can you keep winning the hearts of customers? Not just new ones, but the returning ones, too? Well, here’s what you need to know!
You Need to Have Outstanding Customer Service
Your customer needs to be able to always reach out to you at all times, whether it be social media, contact forms, instant messages, and so on. Sure, chatbot software is fantastic, and even outsourcing customer service representatives can be pretty great, too. But no matter what option you choose, it all needs to be outstanding, over the top, and have that wow factor to it.
Honestly, exceptional customer service is a fundamental element in wowing your online customers. This means having to respond promptly to inquiries, address concerns with care, and exceed expectations whenever possible. Sure, it’s a lot of work and a lot of dedication, but it’s undeniable how important this is.
There Needs to Be an Element of Personalization
Nowadays, there isn’t much of a choice; customers want to have that personalized shopping or dining experience. Have you ever been to a cafe or restaurant, and the person behind the counter automatically knew what you wanted to order without you saying a word? It’s essentially that, in a sense. It’s easier to do online since there are more than enough tools on ecommerce platforms to provide that personal shopping experience and recommendations.
Plus, recommendations based on past purchases, personalized email marketing, and tailored product suggestions show customers that you understand their preferences and value their individuality. In the sense of it being online shopping, it’s not so much as an “aww, this business knows what I like” (something that should be done for physical businesses. But instead, it’s more about providing a convenience factor so they’ll come back and buy from you shortly.
Always Be Transparent in Your Business Practices
This is where businesses go horribly wrong. Sure, there are plenty of big businesses out there that are not transparent and are still successful. The PR for these businesses is bad, but they are huge businesses; small businesses aren’t going to be able to have a lack of transparency, get bad PR, and still expect to survive. It’s just the reality. So, just be transparent about your business operations, pricing, and policies. Honesty builds trust, and customers are more likely to appreciate and return to a business that is open about its practices.
Stick to Producing High-Quality Content
You’ve heard it time and time again, but it’s so true: content truly is king. So, as a small business, if you want to keep retaining customers and forever win their hearts, then you downright need to invest in producing high-quality content for them. This means engaging product descriptions, informative blog posts, and visually appealing images and videos, all contribute to a positive impression. Clear and accurate content helps customers make informed decisions, and fosters trust in your brand.
Offer Shipping? Make it Fast!
Alright, so this one isn’t really fair to ecommerce businesses, but if you ship orders, you need to make it fast. Amazon Prime has essentially set a new standard of packages coming in less than a week, a couple of days, actually. So, it’s best to just go ahead and provide accurate shipping estimates, offer expedited shipping options, and ensure that products are well-packaged and protected. In general, reliable delivery enhances customer satisfaction and reduces the likelihood of returns. Customers expect this nowadays, and businesses just basically need to comply with all of this.
Do You Have a User-Friendly Website?
Customers don’t want to shoot through hoops to buy products if you do your business through a website. If you want to keep winning over customers, then this means needing to make the shopping process simple enough to where they’ll want to order again. So, be sure to create a user-friendly website that is easy to navigate and optimized for both desktop and mobile devices.
A responsive design, intuitive search functions, and a smooth checkout process can significantly enhance the customer experience. A lot of webshop templates are solely made for being UX friendly, but you can always hire a web developer to help you out so you can feel confident that it’s UX friendly.
Are There Any Loyalty Programs?
Customers love being rewarded for their patronage. It’s one of the things that keeps them coming back. So, it’s best to implement loyalty programs that reward repeat customers. There’s a lot you can do, but you can just simplify it by easily offering discounts, exclusive access, or early product launches to loyal customers. This can create a sense of belonging and incentivize repeat business. This does help create more customer loyalty.
Provide Some Personalized Post-Purchase Engagement
So, the thing is, if it’s clearly an automated message, customers aren’t going to like this. So, you need to make sure that this is totally personalized. So, after their purchase, maybe after it arrives at their home, send personalized post-purchase emails to express gratitude, request feedback, and provide valuable content or product suggestions based on their previous purchases. These gestures show you care about their satisfaction and encourage repeat business.
Personal Thank You Notes
It’s not too common for physical businesses to offer this unless it was an order that was put in advance, but if you run an ecommerce, then in the order itself you can write a personal thank you note. So, one thing to mention is the fact that “Thank You For Your Order Cards” in orders are very common in orders. But these are mass-printed and not personal. So, writing a personal thank you note in your own handwriting can be powerful; it’s not generic like a thank you card that was mass-produced, and it’s obvious that thought was put into writing the handwritten personal thank you note.
Offer Special Customer/ Client Events
If you run an online business, this might not be too possible, but if you have a physical business like a store or restaurant, then by all means, this is definitely recommended! So, organize special events or gatherings exclusively for your clients. Whether it’s a VIP shopping night, a tasting event, or an educational workshop, these occasions allow you to interact with your clients on a more personal level and build a sense of community around your brand.
So, one thing to note is that they shouldn’t have to pay for this! This is you and your business rewarding these customers with free gifts and a nice celebration thanking them for the business they gave you.
It’s All About Consistency
Consistency is key. Meaning you’ll need to ensure that the positive experiences clients have are not isolated incidents but the standard for your business. Every interaction should reflect your commitment to exceeding client expectations.
Offer Surprise Gifts
So, physical businesses and online businesses can both do this easily, and it’s one of the best and easiest ways to win the hearts of customers and keep them coming back for more. Occasionally surprise clients with unexpected gifts or tokens of appreciation. These thoughtful gestures can leave a lasting positive impression and enhance their overall experience with your business.
Add Something Extra
So, this does, in a way, tie into surprise gifts, but there’s a bit of a twist to this one, too. It’s more about adding something additional. Plus, it can technically be done for both physical businesses, online businesses, and services too. For example, a spa could offer clients a complimentary massage upgrade, or a hair salon could provide free styling consultations. Offering a little extra can make clients feel like they are receiving a great deal. Plus, these delightful surprises can turn ordinary shopping into a memorable and positive experience.
It Never Hurts to Have Social Proof
In some way, shape, or form, businesses should do this. What it means is showcasing customer reviews, testimonials, and user-generated content on your website. These elements can instill confidence in potential buyers and validate the quality of your products or services.
Offer VIP Customer Programs
It’s similar to customer loyalty programs but with a bit of a kick. But in general, it’s meant to reward your most loyal shoppers. So, what this includes is exclusive benefits such as early access to sales, premium customer support, and special events that can create a sense of belonging and appreciation among your top customers.
