One of the most annoying things about running your own eCommerce business is an advertisement working and closing a sale: and then the customer vanishes. No reviews, no logins: no more interactions. They bought from you once, and that was enough. But, of course, this can hit even harder when they only purchased because of a sale or promotion, so the company didn’t even make much money off of them.
As frustrating as this can be: it’s not impossible to turn it around! Here are five ways to improve your customer return rate and close more sales than you could believe.
1. Adjust Prices Or Offer Coupons To Returning Customers
Coupons for returning customers are powerful because most people can’t say no to a good deal. The best way to do this is when they finish checking out, include with their digital receipt, a coupon for a percentage off or a code that will let them have a free item shipped with their next purchase. Although this can often get overlooked, with careful planning and great placement, you can ensure that customers notice it and jump at the chance to buy again for a discount.
It’s a good idea to keep these coupons as single-use so that it’s not spread around and used by first-time shoppers.
2. Ensure To Use Their Email For Clever Advertising
When customers purchase from you, they’re giving you a lot of information that you can put to use. Although you should have an option they can click to opt-out of email advertisements, you’ll be able to advertise freely through a direct line to them if they allow them.
Use this power intelligently!
A day or two after you get the notification that their order was received, send them an email letting them know that you’ll give them a discount if they rate how you did. These ratings can be awesome to gain customer insight, but they also allow you to remind them of how great your company was and why they should buy from you again.
3. Create Personalization Within Your Site
Personalization allows shoppers to find things that will match their interests easier. For example, if they seemed interested in your pillow covers, next time they’re on your site, show off a collection of blankets or seat covers as well. Then, using their patterns against them, you can ensure the only thing between your products and their home is on-demand delivery.
Use their name when you email them, ensuring that the site is made with them in mind. Some e-commerce sites are even rolling out ‘light’ and ‘dark’ modes similar to what YouTube and other large platforms are offering. Allow your customers to feel at home in your shop: they’ll come back.
4. Create A Customer Loyalty Program
Customer loyalty programs are one of the most common ways to gain repeat customers. The classic brick-and-mortar store version of this offers repeat customer cards for punches, and after ten, they get a free sandwich. Most eCommerce sites provide this in points that customers can save up to use as a coupon.
All that’s left afterward is for the right last-mile delivery service to drop off their orders, and then the points are delivered. Again, this inspires customers into believing that they’re saving money or that some of the money they’re spending is simply on the backburner for a later purchase, despite it being in your company now.
5. Be Clear And Quick To Communicate
Communicating with customers, especially when they have questions about the products or your company in general, is vital. One of the best things an eCommerce site can do is offer 24/7 customer service through either a bot or a rotating shift of agents. Going through the bot will save you money in the long run and will ensure that you don’t have to deal with someone answering simple and boring questions for an entire shift.
Getting in contact with customers after they purchase is also important! If they have problems with their orders or they have questions about anything that happened, you should be able to talk to them when they reach out. Otherwise, this can leave a bad taste in their mouth and make them believe the company doesn’t care about them.
Guest Post by Greg Harris author of LogisticsMusings.com
