The key to success for all e-commerce businesses is great customer experiences. Loyalty is created with a brand when clients, customers, and followers feel like they have a relationship with the company. When customers are loyal, they become repeat customers and will become your biggest advocates by recommending your products or services to friends and family. The best way to foster an emotional connection with your customers is through online engagement. Below are some of the essentials of engagement for e-commerce success.
1. Use Social Media
Whether you’re showing off a specific home decor collection or providing customers with technical services, social media is essential for fostering customer engagement. Currently, it’s the most efficient way to engage with your followers, current customers, and potential customers. It’s a simple, effective way to keep people updated on business changes, market promotions and deliver brand messaging. Most importantly, social media sites offer e-commerce businesses a great platform to show people they care about them.
2. Be Authentic
People are often more willing to engage with companies they feel are true to themselves. Your brand should showcase your core values, and it should be evident when engaging with customers. All communications through emails, texting, phone calls, social media, blogs, and advertising should ring true to your company’s core values. Trust is the most important facet of customer engagement, and that is what you need to get sales.
3. Make Communication Easy
Another paramount way to encourage customer engagement for e-commerce success is to make interactions with your company easy. Correspondence should be simple and free of any serious commitment. For the success of your business, you will want to have customers voluntarily taking advantage of your promotions, taking your surveys, offering feedback and entering giveaways. Be sure your website offers a simple and streamlined experience. If possible, add a chat feature to your site where customers can get answers to questions in real-time.
4. Listen to Your Customers
All successful businesses know firsthand that the best way to get customer engagement is to simply listen. Allow them multiple ways to provide feedback so they may reach out in a way that is most comfortable and convenient for them. Let customers know you want to hear from them. When they do get in contact, be sure to listen and respond. Show empathy to problems and appreciation for their feedback. Be sure to answer any questions promptly.
5. Ask for Honest Reviews
Reviews can be a great way to engage your customer base and build your company’s reputation. Send reviews to customers after they have purchased from your e-commerce site. You can also post requests on social media for feedback by posting links to where they can submit their reviews. To get more involvement from your customers and followers, offer discounts and drawings for their feedback. When a company asks for reviews and feedback from their customers, it can feel like they are cared about.
6. Address Customer Grievances
All businesses have to deal with unhappy customers at some point. Part of the process of building your brand is to deal with any pains your customers might be having. Many online businesses make the mistake of not paying attention to the downsides of customer engagement. Your communications with unhappy customers should be done in a way that reminds them that you care. Work with them to try and solve their problems with empathy.