One of the most critical elements of running an eComm business is customer retention. Unfortunately, this topic doesn’t get near the attention it deserves.
Customer retention is the base on which to grow and scale your eComm business.
One of the easiest and most effective ways to motivate your customers to stay with you for the long haul is having a strong customer service game.
My digital marketing agency, Digital Dawn, has been in operation for nearly a decade. And many of my clients have been with me since the very beginning.
That type of customer retention is not the norm for my industry. In fact, marketing agencies have the reputation for burning through clients like junior high girls burn through boyfriends.
Now, I don’t share that with you to brag – although I am proud of the fact we’ve raised the bar for marketing agencies in this way. I share so I can point you to the explanation for our customer retention success – customer service.
Customer service is one of the most effective customer retention strategies there is.
Open communication channels and a genuine passion to delight your customers will build a strong loyalty base for future purchases.
In a world where eComm stores are popping up right and left, selling everything from flea market finds to home crafted goods, you need to create a customer service experience that makes your “open for business” sign shine brighter than the rest.
Here are some simple ways you can begin creating a personable experience that keeps your customers coming back for more.
Customer Service: 3 Simple Ways to Build Customer Retention and Brand Loyalty
Use Social Media to Promote Your Business & Engage With Your Audience
Most eComm business owners use social media as a platform to promote their products and establish their brands (and if you don’t, you really should).
It’s fairly easy to blast information out into the black hole of the world’s digital society. But if you want to stay a step ahead of your competitors, then you need to create a process to consistently engage with and respond to your audience’s comments, questions, and concerns.
A simple response like “Thank You”, “Glad you’re enjoying our product!”, or just “liking” their comment is an excellent opportunity for customers to see you are a real person who is listening to them and ready to respond. Whether it is you or someone on your behalf, be timely and authentic with every response.
Intentional communication via social media is the equivalent of a personal phone call back in the day, so treat it as such. Be approachable and make it easy for customers to get in touch with you.
Include Contact Information on Your Website
Having a phone number and email address on your website is a simple way to humanize your brand and build long-term loyalty. There’s just something psychologically comforting about having a quick and easy way to get in touch with a real person.
When you make yourself available this way, customers feel like they’re more than just a number in your receivables account. This fosters relationships that breed brand loyalty.
When consumers can easily connect with your brand on a personal level, they’re more likely to:
- Make repeat purchases
- Refer your brands to friends and family
- Give you unsolicited shout-outs on social media
I cannot stress enough how important humanizing your brand is for creating customer retention and brand loyalty.
Provide Opportunity for Customers to Share Concerns and Create a Process to Respond
Having an open line of communication where customers can openly share concerns and ask questions about your product(s) is an organic way to connect with them.
I have witnessed so many eComm brands salvage customer experiences and relationships with top-notch customer service.
When a consumer has an unpleasant experience with your brand (it’s gonna happen – people are people, right?), taking the time to listen and making it right will determine their purchasing future with you.
To ensure these situations are handled appropriately and in a timely manner, create an SOP (Standard Operating Procedure) for your customer service team so they consistently respond on brand.
Keep things professional, but on a level your customers will understand. Avoid using industry jargon and terms that mean nothing to them.
Personalized communication forms a connection with your customers that builds the loyalty and retention you’re trying to create.
Quality customer service is the key to retaining loyal customers.
You’ve already done the heavy lifting of acquiring the customer and getting them to purchase something from you.
Ensuring your customers have an amazing purchasing experience should be a top priority, including pre-purchase, post-purchase… and everything in between.
Customer service is just one of our expertise at Digital Dawn. If you’d like to see if you’re a good fit to work with us, head over to digitaldawnagency.com/contact and schedule a FREE consultation.
Or, if you just want to hang out on the sidelines and observe for a bit, join our FREE Facebook group. It’s the perfect place to see what other eComm store owners are doing to grow and scale their businesses.
Dawn Sinkule, the Founder of Digital Dawn, is an MBA graduate, Strategy and Business Growth Consultant as well as a Certified Online Business Manager with more than 16 years of corporate experience working for a Fortune 50 company. Dawn and her team work with passionate six figure business owners who want to grow, expand, and explode their businesses. Dawn and the DD team provide your choice of self-implementation or fully done for you solutions, and both include detailed business strategies, automation, systems, and most importantly the satisfaction of knowing your business is heading the right direction. Her clients get not only the experience of a Fortune 50 leader, but also a personalized and customized strategy as well as an implementation team: AKA your secret weapon for success.