If you want your online business to be successful there is more to it than making a few sales. You need to make your customers fall in love with your brand so that they stay loyal and become repeat customers. Although seeking new customers is important, it costs around 7 times as much as looking after your existing ones, and there needs to be a balance between the two.
Encourage Word Of Mouth Recommendations
Research has shown that 84% of consumers will trust a word of mouth recommendation from a friend or relative more than any advertising. It also seems that customers who come to you this way are more likely to stay with you long-term.
If your customers have a good user experience and feel they are getting value for money, they will sing your praises to anyone that will listen. An excellent level of customer service is also the key. They need to be able to contact help when they need it and always get a positive reaction that solves their problem.
Know Your Customers
Providing a service that will build a loyal customer base takes planning. You need to research your target audience and build a profile of the people you will be targeting. This is groundwork that needs to be done for your marketing efforts to be effective and to find the consumers that are most likely to connect with your brand.
Then you have to ensure that their user experience is nothing short of delightful. This involves creating a very user-friendly website that is simple to navigate and running your businesses efficiently so that you are able to keep to any promises you make. This can be made simpler if you check out these tips to help drive greater business efficiency as you may well find suggestions that you had not thought of. So now you have a great website and an efficient service, what should your next move be?
Manage Your Customer Expectations
This is vitally important as if anything falls below the standard a customer expects you will lose future sales from them. You can achieve this by asking a few simple questions and perhaps offering a discount or loyalty card to those that reply.
Listen to what they have to say and address any problems that arise from their answers. It is hard to know what your customers will expect, which is why their feedback is so important.
Keep your lines of communication open, as nothing is more frustrating for a customer than not knowing what is going on with their issue. This can make a bad situation worse, and you should never ignore what they have to say even if it is just an acknowledgement of the matter being dealt with at the beginning.
There are so many people that act in a fake way that consumers have become used to picking out who they are and they tend to avoid them at all costs. Always be honest and act with integrity and your customers will trust you and that goes a long way to making them love your company.