A lot of online stores sell similar products as you do and today almost every product can be found online. And in order to stand out from the other merchants and approach customers who are looking for a particular product that you are selling, you need to make your customers feel that the product is secondary to their overall shopping experience on your website. That’s why it’s important to provide an outstanding shopping experience, an experience that they want to remember and repeat.
We all think that we provide good customer service, but to be honest that’s not quite the truth. I don’t mean that you are offering bad customer service. Customers might not dislike you and don’t feel treated badly, but that doesn’t mean they had great customer service, they had just a service. But you want to provide outstanding customer service, I mean extraordinary customer service.
If you want to attract more new customers and retain your existing ones and you think you have what it takes to deliver truly extraordinary customer service, these four steps will help you get there:
It All Starts With Customer Engagement
Customer engagement is an important connection between your customers and your online business. DigitalCommerce360 had a research showing that companies with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak omnichannel strategies. A strong customer engagement strategy can rapidly boost your online business’ growth and customers’ loyalty. In 2020 to succeed in eCommerce it’s important to create an emotional connection with your customers so they would involve themselves with your business more and interact in the experiences that you create for them as an online shop.
Customer engagement can also work as a metric for your business that shows how loyal your customers are and the quality of your customer experience. And we all know that highly engaged customers buy more, promote more, and show more loyalty to your online business, that’s why providing an outstanding customer experience should be your main concern as it brings more customer retention and revenue.
Give Extra to Your Loyal Customers
Not all of your customers will be coming back to your store to shop with you again, and that’s ok. It is more important to focus on those customers that are actually loyal to you and your brand. A great way to build strong customer loyalty is to remind your long-term customers that you value a relationship between them and your brand. Offering your best customers special sales and loyalty points and discounts would be a great idea. Or another way to get personal and show value to your customers is by acknowledging them during special holidays, anniversaries and, their birthdays throughout the year. These types of extra perks encourage loyal customers to stay loyal to your online business.
To make it easier for you, consider designing Rewards and Loyalty Programs, as they let you offer value to your customers and motivate them to like and promote your brand, to repeat purchases and to increase their customer lifetime value. There are a bunch of apps on the Shopify App store that can help you with building strongbuilding a strong customer loyalty so you can show love to your customers.
3. Provide Excellent Customer Service
Today there are more than 1,000,000 online stores on Shopify, so for merchants there’s a lot of competition to deal with. To make sure your online store stands out among the others is to provide excellent customer service and make your customers remember the experience that they’ve had with you .
You and your support team need to respond to every concern, whether it’s a small or big problem – it’s a call to action. Also, it’s important to make every single customer feel like they’rehe’s special because no one online wants to feel like they’re just a number. Try to do more for your customers, or as people say “walk the extra mile”, and they will appreciate it. Because even the best products in the world will become useless if customers don’twon’t receive excellent service and support when they buy them.
4. Collect Feedbacks And Never Stop Improving
Today knowing what your customers actually think of your online business is extremely important, as it helps to build a great relationship with them. According to Microsoft, 56% of people around the globe believe that companies need to take action on feedback provided by their customers. Honest feedback from your actual customers makes the process of growing your brand easier and helps you to improve those parts that are not working well.
Detailed and rational feedback gives you a great opportunity to understand your customers, and lets you analyze and collect the data about your customers, whether they would suggest shopping with you to their family and friends, also allowing you to prioritize the aspects of your business. It is also nice to find out what people love the most about your products and your brand. Use surveys and feedback forms and ask your existing customer base to give you the information about how you can get repeat purchases from new and existing customers. You should always monitor, collect and store all the feedback from the social media pages, website reviews, forums, or even have a whole team to deal with it if you have a bigger online business.
Customers want to return and shop with you again because your products and your service made them feel good and made their shopping experience enjoyable. Online stores that can provide an outstanding shopping experience to their customers always have higher customer satisfaction and referral rates, leading to higher customer engagement, loyalty and retention.
Positive customer experiences are passed on via social media pages and reviews to their family and friends and we all know that word of mouth is the best marketing tool for customer acquisition that saves you time and money. Successful companies are no longer competing on prices, they are competing with great experiences. And if you are able to provide an outstanding customer experience your customers will feel emotionally connected with your online business and this will become your advantage over the competition with other online stores that sell the same products as you do.
Aida Kubatova is a Content Strategy Manager at Growave. She believes in the power of eCommerce and loves online shopping herself. Every day she creates useful content to help entrepreneurs around the world to learn more about the latest news and innovations from the world of Digital Marketing and eCommerce in order to grow their online business and, of course, sales.