Customer loyalty is what keeps them coming back to your website. Consistent and loyal customers are a great source of income for e-Commerce stores. Not only do they buy from you regularly, but also tell more people about you. To gain a loyal customer base, you need to earn their trust and deliver what they expect.
“Satisfaction is a Rating. Loyalty is a Brand.”
Let’s look at some hard-hitting stats -
- More than 63% customers say that they expect real-time interaction with companies.
- Almost 70% customers state that the convenience of technology has helped them switch to better alternatives immediately.
- More than 80% of a company’s customers are the ones that come back.
- A mere 5% increase in customer loyalty can boost profits more than 30% on an average.
Now you know that boosting customer loyalty is very important for your e-Commerce business. But how do you do that? Keep reading.
Powerful Techniques to Boost Customer Loyalty on WooCommerce
This is a list of 6 substantiated methods that are very effective. But remember, these techniques should be a lifestyle, not just a one-time wonder.
Every Customer Has a Story to Tell You
Getting new customers is profitable, yes. But keeping the existing ones happy is more beneficial. You need to make your existing customers more valuable to your business. That’s where personal interaction comes into play.
The best way to know how your customers are doing vis-a-vis their experience with you is to just ask them. Talk to them on a regular basis and encourage an honest, unabashed feedback. If your customers are happy with you, ask them to do a little word-of-mouth publicity or review posting. You can even ask them to go to your social media page and leave some positive comments.
As for those who have an unpleasant experience, don’t ignore what they have to say. Listen, introspect, and implement. Respond to these customers and assure them of a better experience next time.
Listening to what customers have to say goes a long way in showing that you care. Customers always pay attention to what other customers are saying about your business. Happy customers are loyal; they get you more business too.
What Goes Around, Comes Around
Be sincere, be friendly, and be polite. Your customers are actual living, thinking beings with thoughts, feelings, and opinions. And let’s not forget the intelligence and resources they possess to act on those opinions.
So if you go about treating them as sales figures, they are going to treat you as a purchasing option. If you interact with them personally and put their doubts to rest, then they will feel more connected to your business. Unless customers feel for your business, and unless you appeal to their sentiments, they are not going to find the need to come back to you again.
Actually Give A Darn
If your customers know that you give a darn about how they feel, then they will stick with you. Everyone makes mistakes; what shows real character is how graciously you accept them. Acknowledge the fact that you made a mistake. Apologise. Show a genuine intention of rectification, and then do it!
Customers really appreciate businesses taking responsibility for their screw-ups and making amends. This means you are not giving excuses, playing a blame game, or turning a blind eye. It shows customers that you are being genuine and real with them and that you understand where they are coming from.
Surreal Customer Service
This is probably more of a common courtesy than a technique. Being polite, responsive, sincere, and friendly are extremely important traits of your customer service. When a customer contacts you, respond with a proper answer. Try not to send some automated message; it isn’t very assuring.
If you do such a message and promise to have a solution to their problem in a set time, then do. Your interaction with customers must always be prompt, thoughtful, and useful for them. If you do that, they will see you as someone reliable and trustworthy. And then they will stick with you for a longer time.
Most businesses offer more perks and discounts for ‘Premium Customers'. You can give special discounts to specific customers. For example, Premium customers will get 10% additional discount or XYZ Bank credit card holders will receive 5% cashback on all purchases.
Setting up specific pricing for customers is a great way to get them coming back. They will shop at your store because they get something extra, like a discount or cashback offer, etc. This encourages them to tell others about your business as well.
Sincerity is the Biggest Form of Flattery
Not to really flatter, but your customers need to have a solid reason for giving you their loyalty. You can give them a reason that resonates within their hearts - your sincerity. Customers want you to look them in the eye and assure them that you really are what you say.
Without sincerity, there’s no conviction. No matter how much you emphasize on the credibility and honesty of your business, it all begins with sincerity. When you say you are something, be it. When you say you will do something, do it. Be true to your word, whether a yay or a nay. Be truthful and sincere about your efforts, it will make your customers appreciate you even more.
Gaining customer loyalty is a blend of facts and values. For instance, using a plugin for personalized pricing is employing a factual tool. Sincerity, transparency, and genuine interest are values. You need to have a bit of both to make this work. And remember, implementing these techniques as a lifestyle choice is important. Boosting customer loyalty for your WooCommerce store will then be a cakewalk.