Are you currently hitting your sales target for your Shopify e-commerce business? If your answer is NO, what do you think could be responsible?
Do you think you are engaging with your customers enough?
In case you haven’t noticed, e-commerce customers are largely unstable, they are a moving target, and for some obvious reasons;
- Customer buying preferences, expectations, and behavior are regularly changing.
- The increase in mobile devices means that customers have more options available to them on the go.
- Brick and mortar stores are getting their groove back.
All this means that if you are not engaging effectively with your customers regularly, your e-commerce business may not get the desired results in terms of growth and sales.
Attracting customers to your store is one thing, keeping them is another thing entirely, and that is where the ultimate challenge lies.
When you continually engage your customers, you are always top on their minds. They would not only drive repeat business for your store, but they will also become loyal customers and recommend your online store to others.
So, the question is, how do you create that bond with your customers? How do you engage your audience?
Here are some sure-fire guidelines you need to consider to ensure that you are not DROPPING THE BALL when it comes to engaging with your customers.
1. Allow Your Customers To Leave Reviews
How would you feel if your freedom of expression or speech is taken away from you? It sure wouldn’t feel great, would it?
That’s the same way your customers feel when they are unable to leave feedback or express their feelings towards your brand or services. Maybe they had an enjoyable experience with your product, and they want to leave a good review. But they are unable to do that because you have not provided a feedback mechanism.
On the flip side, they may be dissatisfied with your service or product, but there is no way for them to express that disappointment. How can you improve on your services when you don’t know the needs of your customers.
2. Develop A Strong Content Strategy.
Aside from your product descriptions, endeavor to share informative content through your emails, social media page, or blog. Ensure that your content is balanced in the following areas;
- Rich in value and provides important information for your audience.
- Has to do with the products you are selling.
- It should be something that resonates with your audience — possibly something they like.
Take Shopify; for instance, they make out time to create content that identifies with the pain point of their users in the e-commerce industry, and they also suggest solutions to the likely challenges faced by users through the Shopify blog.
3. Create a Loyalty Program
Creating a Loyalty program is a great way not only to get your customers to buy your products but also to keep them coming back. Come up with a loyalty program that rewards your customers when they purchase a certain amount of products or when they have accumulated certain points as a result of their constant purchase.
4. Improve User Experience/Website Usability
Make sure that your site is easy to navigate and has a fast load time. A research conducted by Hubspot revealed that 76% of B2B buyers enjoy buying from websites that are easy to navigate. To improve user experience, here are some points to note;
- Have different payment options for your customers to choose from.
- Have an easy return policy.
- Make sure checkout options are easy to use and hassle-free.
- Make your site easy to navigate.
- Make it easy for users to search for products with an enhanced search feature.
5. Share Product/Promotional Videos
Create videos for your products. A research conducted by Animoto revealed that videos help as many as 96% of customers to make buying decisions online.
Endeavor to create product videos that show your audience how to effectively use your products to get the best out of them. You can also create a short review video or a post-purchase video with one of your clients that newly purchased your product.
6. Optimize For Mobile
Mobile optimization is the buzzword for boosting sales and engagement for your e-commerce website. You need to ensure that your website responds well on mobile. ReadyCloud records that 59% of mobile users go through the products on their smartphones before making a purchase.
7. Live Chat Support
You may have FAQs on your e-commerce website, but that may not be enough for today’s online customers. Live chat offers your customers the chance to ask questions in real-time and get answers about the challenges they are facing while they are still on your site.
This is one advantage that brick-and-mortar stores enjoy over online stores. Or maybe not.
With live chat apps and features on your website, you can communicate with your customers either in text format or video format. Your customers can get answers to all their questions and enjoy personalized services.
According to e-consultancy, live chat ranks high as one of the biggest channels for customer satisfaction at 73%, followed by 61% and 44% for email and phone, respectively.
8. Use Satisfaction Surveys
One of the best ways to engage both new and existing customers is by making use of satisfaction surveys to measure the satisfaction level of your customers with your products or services.
Here are some questions you should consider asking your audience in the survey;
- Ask how they discovered your website
- How has their overall shopping experience been?
- How would they rate your website vis-a-vis other e-commerce websites they’ve visited
- How can you better meet their expectations?
9. Conduct Contests
Organize Instagram or Facebook contests for your audience. Better still, you can choose any social network you like for your contest. The bottom line is, contests are one of the best ways to maximize customer engagement, boost awareness, and drive sales for your products.
In today’s business environment, it is only entrepreneurs who can focus on increased delivery of personalized services and interactions with their customers that will gain the loyalty of their customers.
I know that it might seem like a daunting task to implement all the guidelines listed above. The good news is, you do not need to implement everything at once.
You can start with one or two and begin to grow from there.
In no distant time, you will begin to reap the rewards from identifying with the expectations of your customers and engaging with them.
Most importantly, make sure you are consistent in any approach you decide to take.
Guest-blogger at Syncee. Cynthia Young loves taking every opportunity to share her knowledge with others. Along with digital marketing, Cynthia is also passionate about personal growth and wellness. When she isn’t writing, she can be found hiking with her dog, cooking Thai cuisine, and enjoying hi-tech thrillers. She also frequently writes articles on the company The Word Point translation service.