It’s a great relief when you’ve found your target audience for your e-commerce website. Once you’ve hit your stride with a core group of customers who are likely to return to your business for repeat purchases or gifts for friends and family, you want to make sure you do everything in your power to keep them happy.
It is important to provide them with products, a safe shopping environment and an experience based on trust and respect for their satisfaction and security. Your valued customers will appreciate the extra effort to please them.
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Try the following three ways to keep your e-commerce customers happy and always ready to return for more of your goods or services.
1. Focus on Exceptional Customer Service Strategies
Let’s face it, it is competitive out there. You need a strong customer service philosophy, approach, and execution from the time before your customer visits your website to long after they pay for their order.
In 2017, The CMO Council shared some of the key expectations of today’s customers. Results revealed that 47 percent of polled customers sought staff with plenty of information and willingness to offer assistance, while 52 percent surveyed were focused on speedy response times for suggestions, complaints or anything else they may need.
As businesses add to their client list and sales numbers, it may help to increasingly rely on technological solutions like customer relationship management (CRM) and other means and methods of data analysis. Collecting and organizing important customer information can help you meet and exceed your customers’ needs by becoming better acquainted with their purchasing history and patterns. Such information gives you the opportunity to ask for meaningful feedback and offer valuable coupons for items or services they love.
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2. Recommend Added Safety Measures for Your Valued Customers
While you do everything possible to keep your website safe through proper encryption and compliance with data protection standards, you can help your customers help themselves while visiting your website and any other place they visit online.
Even though customers are becoming keenly aware of the risk of data breaches, they can still benefit from your concern for their surfing safety. Identity theft protection plans put some of the power of protection in customers’ hands. Using innovative monitoring technology and alert tools, your customers can proactively safeguard their credit and finances to feel an added layer of protection and confidence anytime they go online shopping. This can also help you respond more quickly and effectively to any data breaches that arise.
3. Use Social Media Platforms to Open the Lines of Honest Feedback and Communication
Customers love to know that you care about their experience, opinions, and reviews of your products and services. This information—even if it isn’t always positive—can help you engage with customers on a meaningful level. Allowing them to express themselves in an open setting, as well as respectfully responding to them, can bolster your relationships with your customers. Additionally, you can use the various platforms to offer giveaways, play games and host contests that feature facts about your products and services.
Customer Service Strategies & Technological Tools Can Keep Customers Happy
Even in the digital age, where customers may never meet your team members in person, customer service is essential to maintaining a strong relationship with people who love your business. Opening lines of communication, using data analysis to your advantage and encouraging safe online shopping practices are just a few of the many ways you can keep your customers happy and coming back, again and again.