Customer engagement is a measure of business interaction with its customers on a variety of channels across touchpoints. Superior customer engagement leads to strong customer relationships and business growth. Nowadays, especially for ecommerce, customer engagement is no longer limited to sales, support, or services; instead, it’s a continuous process of anticipating customer needs and fostering healthy, loyal relationships.
While more and more ecommerce organizations are adopting the customer-centric approach, sustainable customer engagement inevitably takes center stage to build top-of-mind awareness and overall business growth.
A sustainable customer engagement strategy leads to improved customer retention, enhanced customer service, shorter purchase cycles, and overall business growth. In this blog, we will help you build a sustainable customer engagement strategy for your ecommerce business.
7-step strategy for sustainable customer engagement
Step 1: Streamline your online store experience: When customers visit your app or website, you have less than 5 seconds to impress them. These few seconds are critical because, during this time, you either lose or gain a potential customer. There are a few crucial aspects of streamlining your ecommerce store-
– Design: Improve the look and feel of your store by featuring the dynamic content
– User Experience: Enhance your store experience by prioritizing speed, easy and straightforward navigation.
Step 2: Delight customers with thoughtful onboarding: You won’t get a second chance to make a first good impression. To provide a perfect onboarding experience, leverage tutorials and screen tips to make people understand your app or website’s value.
Step 3: Consistent experience across channels: Provide a consistent experience across mobile app, website, email, and in-store. If you provide a broken experience, the customer won’t hesitate to walk away—leverage an omnichannel customer experience and engagement platform, enabling you to provide a seamless, consistent experience.
Step 4: Think beyond the first name for personalization: Personalization plays a vital role in engaging customers with a human touch digitally. Responsive messaging, content, and personalized recommendations based on customers’ actions can deliver up to a 5x increase in engagement and conversions. Use ML-driven insights and recommendation engines to engage customers strategically.
Step 5: Implement attractive customer reward and loyalty programs: Running a customer loyalty program is one of the most effective ways to engage and retain customers sustainably. Loyalty programs such as free merchandise, discount coupons, membership offers, cashback rewards, redeemable points, and so on are some practical ways to keep your customers coming back to your platform. Build unique rewards and loyalty programs to incentivize customers and build long-term healthy relationships with customers.
Step 6: Humanize communication: The best way to register in your customer’s minds is through humanized interactions. How you communicate with your customers is critical for retaining or acquiring new customers. Humanized and personalized interactions across channels work like magic because customers feel more connected to your brand. This can improve your customer retention rates. Here are five easy and quick ways to humanize your interactions with customers.
- Help users get started with your app or website.
- Include attractive offers and deals in a customer’s receipts.
- Educate them about your products and services.
- Notify about the products that are waiting in their cart.
- Send creative thank you notes.
Step 7: Leverage customer feedback surveys: Feedback surveys, NPS, CSAT, and so on are robust tools for building customer engagement. Listening to customers directly to know how they feel about your products and services is an effective way to cement the bond that already exists. Using an intelligent survey tool can help you engage and retain your customers for a long time.
The ecommerce industry is evolving quickly. To sustain a business in such a competitive online marketplace, companies should adopt these seven customer engagement strategies to deliver fast, tangible results. Leveraging and embracing a customer engagement platform to ensure you are always offering relevant, consistent, and valuable customer experience to engage with them set the groundwork to building long-lasting relationships.