Without customers, you don’t have a business. How can you make your customers love your brand and become repeat buyers?
Studies show that the cost of acquiring new customers is far greater than what it costs to generate business from an existing client. Making customers love your ecommerce brand is one way to keep them faithful to you and buy your products again and again.
Know your customer
Knowing what your customers actually want is vital to making them love you. Many ecommerce businesses fail because they are trying to create demand where there just isn’t any.
Too many companies feel like marketing research is a waste of money, but don’t fall into the same trap. Test your product lines and start small, building your product and service around the wants, needs and desires of your customer base. This will allow you to exceed their expectations and keep them happy.
Always deliver the goods
There is nothing more frustrating than buying something from an ecommerce site and then not knowing when you will receive it. To ensure your customers love your brand and come back to your site again and again, you need to deliver on time, every time. If things go wrong, get in touch with them straight away and keep them in the loop, explaining how you will make things better.
Say “thank you”
When was the last time a company you do business with sent you a thank you note? It may sound obvious to you, but thanking your customers for buying from you can go a long way to keeping them happy. Thanking customers after a purchase says a lot about your brand values and how the customer really is king.
Keep in touch
Every customer should receive a communication from you at least once every three months, or they will forget about you. Whether it’s an email informing them about your new product line or a regular newsletter, stay connected with your customers so that you become a part of their life.
Not everything has to be about sellling, though – a festive email in December, thanking them for their business this year, would be welcomed. Or offer them a discount code if they buy from you again. Anything to keep your brand in their mind.
Encourage loyalty
Creating a loyalty scheme for your customers will also help them love your brand. The more they buy, the more discounts they get – whether through a spend or frequency system, offer your customers incentives to keep shopping with you.
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