What Drives Customer Loyalty?
Studies have proven it costs more to earn a new customer than it is to maintain an existing one. With that in mind, why wouldn’t you want to master the art of customer loyalty? To get you started, we’ve broken it down into 4 quick points that will not only make your current customers happy, but help turn them into customers that will last a lifetime.
Transparency
Now, more than ever, consumers are spending their dollars with brands who value sustainability, the environment, and overall making the world a better place. Gen Z has shown time and time again that they are willing to switch purchasing habits over to companies who are transparent about valuing these and more. So be sure to include in your brand ethos how you are contributing to your surrounding communities and beyond. Some examples include clean/non-toxic ingredients, sustainable packaging, eco-friendly materials, and organizations your brand gives back to. Also, a look behind the scenes to show the human side of the brand always helps to increase loyalty and conversions!
EASY RETURNS
It’s no longer enough to just have a solid online presence. Consumers of today are not just willing to shop online, most prefer it–but, an unclear, or difficult return process can still deter potential customers from clicking that checkout button. Though it’s not always economical to accept free returns, if it is at all possible for your brand, this is a great way to earn your customers’ trust before they even receive your product. If free returns is not a feasible option, consider one of the following alternatives: offer free exchanges or store credit, or charge for shipping instead of returns. Overall, the most important thing is that your return policy is clear!
Responsive Customer Service
We get it, sometimes inboxes can seem to overflow, but a quality customer service team can make or break a customer’s experience. Hosting a Live Chat feature on your site allows for quick questions to be answered, and stating your brand’s email address/social media handles gives them a clear way to contact you. If it feels like a daily struggle to keep up with questions, returns, etc., we recommend one of our trusted verified partners, Gorgias–a customer service platform designed specifically for e-commerce.
Keep Up with the Trends
Don’t just acknowledge what’s trending in your industry, launch new products that go hand in hand with them. Stay true to your brand and never stray from authenticity, but staying up to date with current trends will help your products/services remain relevant to both current and potential consumers. Follow a few blogs within your industry to stay up to date!
Hopefully, this brought some insight into today’s e-commerce world and how you can build lasting relationships with your customers. If you’re looking for further marketing strategy, take a look at our services. MM might just be the partnership your growth has been missing.