You know eCommerce has become the face of today’s fast-paced world. If you own an eCommerce store and looking for a way to achieve great success then you must find increase your customer stickiness
There are hundreds of eCommerce stores being born every day, So, if you want your store to stand out from the cluster then you must pay better attention to your customers.
Your customers keep your business growing. And you must ensure that they stay with your store as long as possible so that you can grow better and better. If you are wondering, How do I do that?
Then here are the finest strategies that can help you increase your customer stickiness and put you on top the pyramid.
Table of Contents
What is Customer Stickiness?
Customer stickiness is when a customer visits your store to purchase a product and keeps purchasing again & again due to your store’s pricing, quality, customer service, discounts,, etc. It can help you increase the credibility of your online business.
You might wonder, is it similar to customer loyalty and customer retention? Yes, it is slightly similar. But both loyalty and retention emphasize the activities of existing customers. Whereas Customer stickiness is more related to new customers and in general how good your store is.
Simply put, customer loyalty and customer retention would not be possible if your store doesn’t have customer stickiness.
How to increase Customer Stickiness?
Now you what’s customer stickiness is about and all you have to do is follow the necessary strategies to increase the stickiness of your store.
Remember, customer stickiness directly influences customer loyalty and customer retention. So, if you don’t nail it here then your store will be void of loyal customers. Here are the 6 tactics that you can employ in your store to increase customer stickiness
1. Communicate on a regular basis
- The very first rule is to engage with your customers through compatible communication.
- Reach out to your customers very often.
- Be accessible whenever they are in need of your service.
- If you are about to add a new feature to your service, inform them. They should be aware of every single move your business makes.
You can also conduct frequent feedback surveys to ensure if there’s any fault in your service. And the best way to keep your survey campaigns tracked is to automate them with your emails.
Communication extemporizes your service to a much better extent. Know your target audience and keep your service at par extent quality. Knowing and communicating to your audience matters the most.
Also, the other crucial aspect that most of the e-commerce businessmen forget, communicating in the right way. You can’t expect all your customers to be professionals. And not everyone understands business and marketing jargons. Right?
So, avoid complexity in language. Speak with the tongue of a common man with a standard of an intellectual.
2. Marketing strategies
The most cliched yet widely accepted statement is “Your marketing strategies decide the fate of your e-commerce business”
This is a downright reality. There are so many aspects that come right under this category.
To start with,
- Word-of-mouth Strategy:
The most efficient and prominent means of marketing is WOM.
So, What is WOM?
Your authenticated sources, your customers or anyone who is familiar with your service, promote it to their friend’s circle just by giving them a brief about your service. This is what we call as Word Of Mouth strategy.
Trust me, encouraging user-generated contents, displaying product reviews and adding social proofs will definitely increase the Lifetime Value of your customers.
It might not be as huge as other marketing strategies but it’s like a drop in the bucket, less but effective.
So, What’s the best channel to keep your customers engaged with your brand frequently?
Yes. Email marketing is what popular online businesses do to engage with their audience. Sending promotional emails are equally contributive to your success ratio.
Keep on educating your customers with Newsletters and automate promotional email campaigns regarding the latest offers, festival sales. It may sound quite tough to automate your email marketing. Just get your online business growing and retaining customers with the best email automation services.
- Discounting & Coupons
People will stay long with your online store only if they are offered the best trade. By best trade, I mean discounts and coupon codes. Create coupons and discounts such that your customers are driven to make repeated purchases at your store.
So, when your customer is assured of an attractive coupon offer on a successive order, he is sure to use the coupon. And what’s your take on that? You increase your brand stickiness using Retainful and make them stay loyal to your brand.
3. Paying heed to your customers
All your customers expect from you is to pay attention to them whenever there is an issue. Lend an ear when a customer contacts you. It might be complaints or suggestions. Manage Customer expectations. Don’t take eternities to respond to any sort of complaints. Their problems or issues should be solved at the drop of a hat.
Introduce loyalty programs to your loyal customers who are in constant merchandise with you. Show your love and gratitude by giving them coupons and discounts. You know, a happy customer brings 10 more customers.
4. Punctuality and Credibility above all
Timely service is the key to making the way straight to the heart of your audience and to increase customer stickiness. Most of the e-commerce owners don’t consider this to be an important aspect but this matters equally like the others. Delay in anything, be it the delivery of your services or responding to a query will drive your customers away. Stick with the virtues of punctuality and credibility. Provide credible services on time.
Treat your customers like your best buddy. Be kind and gentle rather being authoritative. Don’t waste your customers valuable time. When you are explaining something to them, cut to the chase. Beating around the bush will waste both interest and time.
5. Personalization is Key
One of the hard to skip tactics involved in this quest to increase brand stickiness is personalizing your content or store. Personalizing your content will make the customers more likely to return to your store and purchase from you again.
How many times have you experienced that after purchasing a product from a store and you see emails about product that compliments that product you recently purchased. That’s a clear example of personalization, this will encourage the customer to return to store again.
By personalizing you show that you can care for the customer’s presence in your store and this is more likely to increase your brand stickiness.
If you are wondering how to personalize your content?
It is simple, track the customer activities on your store, see what they search for, look what they’ve purchased and then with the data collected create personalized resources like emails, upsell/cross-sell banners and send them to the customers.
6. Customer mapping
Map out your journey with your customer. Tell them about your growth that happened solely because of them. Gift them with special offers and deals for things you have achieved because of them. This strategy makes your business as easy as icing on the cake.
Put Customer referrals and discounts on frequent effects. You can never stop impressing your customers. Nor will they deny any discounts or gift vouchers. A statistics conducted by US Small Business Administration says, 32% of your customers stay put if you provide them with the satisfactory service they expect.
E-commerce business is ruling the world and there will be a time when it will stand ahead of everything in the race of business. Come hell or high water, face all difficulties and drag your store to success.
Your store should always have two-way communication: Customer-owner. Make customer service your priority & see things falling right into place as you expect. These strategies mentioned here will help you increase customer stickiness of your store and make you stand out from the cluster.