Do you have an e-commerce home decor store? Here are some ways to keep your customers coming back again and again!
Repeat customers keep businesses alive. Sure, some people will keep coming back because you have what they need and you’re convenient. However, you should also take steps to ensure they think of you first regardless of the circumstance.
Showing e-commerce customers, you care is one of the most powerful methods of doing so. In addition to being the right thing to do, it also triggers the principle of reciprocity. As human beings, we are naturally predisposed to do something nice for someone who has done something nice for us. These tips will help you demonstrate your appreciation.
Personalize Your Interactions
It feels good to be acknowledged by name when you walk into a restaurant. It also feels good when you realize someone has paid attention to your habits and provides what you need before you have to ask for it. You can do this in ecommerce with actions like personal thank you notes and greeting them by name in the header of your site. In email interactions, address the shopper by name and refer specifically to the item(s) they purchased so they know you’re paying attention. Send an email on their birthday with a coupon code for a free gift. When you think about it, there are lots of ways to show people you see them and appreciate them.
Implement a Loyalty Program
Loyalty programs can be especially effective when you’re considering something like how to use a platform like Shopify to start a furniture store online. In that instance, the perks of membership can include advance notice of the next season’s accessories, decorating tips from experts, featuring their homes in your social media pages and etc. You can also offer discounts for referrals and special member-only sales.
Throw in a Free Gift or an Upgrade
Set your customer relationship management system to trigger when a customer makes their third purchase and include a free gift with the order. Getting back to our furniture store example, this can be a free book of design ideas, free light bulbs, or anything that makes sense in terms of their purchase pattern. Another approach is to upgrade their purchase. If they bought a low-priced item, send them a more expensive version with a handwritten note expressing your gratitude for their continued business.
Feature Them in Social Media
Ask customers to post photos of themselves using your products and write a short note about it with your hashtag. This gives them the adulation most people crave, shows others your customers are regular people just like them and endorses your business—all at the same time.
Show Your Respect
Too many ecommerce businesses treat customers like an inconvenience. When a customer contacts you with a problem, address it right away. The first person in your organization to come into contact with that customer should be the person who stays with that customer until the situation is resolved. Apologize when something is your fault and express concern and a willingness to correct something even when it isn’t—then follow through. In other words, treat people the way you want to be treated.
These five tips for showing ecommerce customers you care will go a long way toward ensuring customer loyalty and repeat business. Given the vast majority of a company’s revenues come from a relatively small percentage of its customer base, you’ll do yourself a huge favor when you take these steps to grow your cadre of loyal shoppers.
One more thing to bear in mind, while these ideas might seem costly to implement, holding on to an existing customer is far less costly than finding new ones and convincing them to buy from you. If you take good care of your existing patrons, they’ll take good care of you.