May 4, 2016
As the eCommerce market grows and the digital age becomes an inseparable aspect of everyone’s lives, eCommerce retailers should ensure they meet the growing demands and expectations of customers. Customers want businesses to enhance their shopping experience through a set of emotional values.
Since eCommerce is steering international retail, it’s crucial that online retailers deliver customer expectations to guarantee continued customer engagement. But with new options accessible at the customer’s expense, the competition to attract and retain customers has turned out to be more challenging for eCommerce websites. Customers increasingly expect more service these days and your business can meet those expectations by delivering an engaging, unique experience. Businesses must employ strategies to boost customer engagement and strengthen their digital presence.
Over the past few years, the eCommerce trend has become more popular. While more prominent businesses and companies have rapidly invested in this platform, there has been significant uncertainty by many small business owners. Their doubt is proportional to the fact that technical knowledge and infrastructure are aspects that they would not be able to afford.
However, that fear is entirely unsupported. The development of eCommerce has made it comparatively easy for small business owners to convert their marketplace into digital storefronts and advertise their company on an international scope. Given that eCommerce continues to thrive, small businesses not only need to adapt to a digital habit, but need eCommerce now more than ever.
So, now that your company has an eCommerce store, what are the next steps?
You need to boost your customer base to increase sales and revenue. Here are the seven essential tips to increase your customer base and grow your business.
1. Get a Faster Website
Every customer wants to visit websites that load quickly. Forty percent of online shoppers abandon sites that take more than three seconds to load, while 79 percent of customers who have been disappointed with a website’s performance are less likely to buy from the same site again, according to kissmetrics.
Customers will not wait for slow loading pages because they have other options offering the similar services. Reducing your load time by two to three seconds can boost your conversion rate up to 21 percent. Using singular tactics, you can implement a significant difference in your conversion rate and your sales.
Furthermore, a slow loading website can affect your search ranking because Google considers load time while indexing pages in its search results. This means fixing a slow website can put you ahead of your competition.
There are many eCommerce resources that can help drive more sales and generate more revenue.
2. Treat your Customers Individually
The difference between physical and digital experiences becomes more convoluted with technological improvements. This applies directly to online shopping, where shoppers want the convenience of a practical shopping experience. This means providing the ease of online shopping in your eCommerce store and perfecting the personal experience of shopping with a personal sales assistant when searching online.
This customer expectation can be encountered by means of virtual sales representatives available through live chat. Such personalized interactions give a different experience that supports the idea that the customer develops loyalty and trust.
3. Deliver More Than Expected
“Always deliver more than expected,” — Larry Page, co-founder of Google.
In customer service, a small change can significantly affect conversion rate. One of the most important steps to consider is the “sign up” or “follow through” after purchase. The key idea behind this is to make the customer experience worth recalling, right after they have used your service.
There are a number of ways to implement this feature, such as offering free shipping or discounts. Anything that offers something extra to the customer makes them come back to you. Often organize sales and promote them so that more customers can anticipate the upcoming deals.
This example of Amazon’s sale encourages customers to download the Amazon app to nab an extra 15 percent off on top of other sale offers.
The reason why such strategies succeed is that they add value to the customer’s journey. In this, it is more likely that they will prefer you over your competitors.
4. Provide Face-to-Face Support
Video lends itself to many phases of the sales process. Customer support, when connected visually with the customers, can provide a very personal approach to addressing issues.
This approach can also be used during the pre-sale stage of the buying cycle, where 36 percent of customers would be happy to receive customer support service with the use of real-time video chat.
Adding a video chat option on your site lets your sales representative interact with customers on a one-on-one basis while advertising your products, strengthening your brand and providing a unique experience.
5. Add Emotion and Evoke Conversations
With the convenience that the Internet offers, many channels have been opened up for your brand to interact and engage its customers. It has given rise to content marketing to help nurture the relationships and the emotification of brands, via visual storytelling on platforms like Snapchat, Vine and Instagram. In this visual manner, customers feel that they can understand the brand to the point of becoming informal ambassadors.
6. Increase E-mail Signups
With a good e-mail list, you can grow your eCommerce business significantly. E-mail marketing is still one of the best ways to expand your business. E-mail marketing generates a 3,800 percent ROI, or $38 for every $1 spent, as per Campaign Monitor. As such, e-mail is up to 40 times more effective at getting new customers than Facebook or Twitter.
As a comparison to direct mail and social media, e-mail has the highest conversion rate at 66 percent. When it comes to purchases, sending e-mails about offers and upcoming sales can help you get more sales.
7. Solve a Problem for Your Customer
Don’t restrict yourself in only delivering products. Rather, offer something that can enrich their lives. Become aware of your customer’s interests and then respond accordingly. When enacted properly, your customers can depend on you for more than just a product or service.
These eCommerce growth hacks can help you to strengthen your business and attract the customers that you are looking for.
Sawaram Suthar is head of marketing at Tagove Live Chat. He helps SME to increase their ROI and overall business. He also runs a digital marketing agency called Jagat Media. Reach him @sawarams or via his blog: thenextscoop.com