The Ultimate List to Increase Customer Engagement
With so many customers making purchases at the click of a button, it is very important to keep them engaged. Online customer engagement is the key to running a successful Shopify eCommerce store or any online store for that matter.
Jeff Bezos, arguably the most famous and successful eCommerce businessman in the world, once said, “We see our customers as invited guests to a party, and we are the hosts. It is our job every day to make every important aspect of the customer experience a little bit better.”
He is absolutely right. Personally engaging with customers online can have a huge impact on your business. You need to have strategies in place to increase customer engagement and thereby achieve customer retention.
We see our customers as invited guests to a party, and we are the hosts. It is our job every day to make every important aspect of the customer experience a little bit better. - Jeff Bezos
We have created a handy checklist of methods to increase customer engagement and thus increase profits! Let us take a look at them.
Communication: Why is it important in eCommerce?
“Well, duh” you might say, but you will also be surprised that many businesses fail to have a good communication strategy in place. Conveying accurate, insightful and interesting messages to your customers will keep them engaged and happy. There are different ways of communicating with potential and existing customers. Here are a few of them:
1.Social Media Engagement
This is a must-have for any online eCommerce business. Social media is a double-edged sword. Done the right way, you can build your brand tremendously. Done the wrong way, your brand value could decrease. So how can you accomplish it the correct way? First, be active and present on the most common social media websites. This includes Twitter, Facebook, Instagram, TikTok, Pinterest and more. Second, post content at a good frequency. The content can include details of promotions, discounts, sales, specific offers, item launches and more. Keep it in sync with your brand, and show off your creativity!
You might be thinking, do people still check their emails? Yes, they do. There are 4 billion email users in the world. Engaging with even a minuscule fraction of this number can lead to increased customer engagement! Email marketing can be of multiple types. One kind is follow-up emails after purchase.
This is to ensure customer retention. Another is promotional emails for new products or offers. This can be sent to both new customers as well as existing ones. You can also send monthly round-up newsletters and the occasional survey. Be sure that you keep your emails easy to read and include handy links to your online store!
3.Responding to Customer Feedback
Communication goes both ways. You should be in contact with your customers and also listen to them. Conversational marketing is the key. Customer feedback can help improve your products and website.
Pay attention to what your customers have to say, and record the important information from these conversations. Ask them for information via surveys, polls, reviews, and more. Keep options for anonymous feedback as well. Increase customer engagement with these simple tactics.
4.Online Reputation Management
Yes, this requires a separate section. Do not shy away from negative feedback. People come from different backgrounds. Naturally, they will have varied hopes from eCommerce stores.
Sometimes, this might lead to bad reviews or unsatisfactory shopping experiences. Other times, you might make a mistake with their order. Either way, it is essential to immediately resolve the issue. Provide refunds, replacements, and most importantly, gently communicate with the customer.
Online Customer Experience: This must be top-notch!
An eCommerce store needs to have both website and mobile strategies in place to increase online customer engagement. Your content needs to be tailored for desktop version websites and mobile apps. Here are some techniques to provide a satisfying experience for your shoppers.
Isn’t it frustrating when we are fervently looking for a product but cannot locate it? Well, that applies online too. Your website and app need to have good search capabilities. If customers can quickly find the item that they want, they will make the purchase immediately.
On the other hand, if they do not locate it quickly, then you can say goodbye to that sale. Add tags to each product online to facilitate easy search. Use popular keywords, allow for variation in spellings and keep it simple and structured. This is a great business strategy, and it also increases online customer engagement.
2.Eye-Catching Website Pages
Whether on mobile or computer, your website landing pages need to be clear, concise and creative. All important information must be included in a manner that is easy to read. Make sure you use colour combinations that are easy on the eye. Add extra information about your product to provide better online customer engagement. Also, make sure it is accessible to people with different needs. This can include alt text, captions, and subtitles.
A wonderfully made advertisement can go a long way in improving your brand identity and online customer engagement. The ad cannot be too intrusive, and nor should it be irrelevant. Keep it simple and elegant. Spend time ideating a memorable design for your ad. Use insights from data analytics and align it with your budget. Good ads can capture the attention of new potential customers!
Customer Loyalty: More important than ever!
What are some tried and tested methods that can keep your customers happy and also invite new customers to shop with you? We’re here to help with that. These techniques might seem very obvious, but when done right, they are effective at promoting online customer engagement.
1.Loyalty and Reward Programs
Set up a well-planned loyalty program for your customers. Include different tiers of rewards, and add a monetary value to each point. Branding your loyalty program is extremely helpful in growing customer retention and satisfaction. Check if it is themed in line with your brand and the items that you sell. Add personalized rewards for more frequent shoppers. Communicate the virtues of joining the program on different media channels.
2.Giveaways, Influencers, and More
This is another great way to increase customer engagement. Host periodic giveaways, especially when you launch a new item. The giveaways should include steps where the customer interacts with you. This could be done by using ‘likes’, ‘retweets’, sharing with friends, and more!
Interact with influencers on social media. They can help you promote your products in exchange for sample items. This will lead to your brand being showcased to more potential customers and hence - you guessed it - increased customer engagement.
3.Sales and Coupons
People love it when they get a great deal on their big buy, so do it and hold seasonal sales. Also, offer discount coupons as rewards for purchases. You need to make sure that these discounts and offers do not hurt your bottom line. Based on your customer demographics, choose an appropriate time to have a sale. This could be a festival or a national holiday. Hand out special discount coupons on your customer’s birthdays. Use limited-time discount offers to increase customer engagement.
To Sum it Up
These are just a few of the marketing strategies you can use to increase customer engagement for your Shopify store or eCommerce business. At Shopney, we know the importance of growing online customer engagement. We provide solutions to convert your Shopify store into an app in order to sell more and engage more. Connect with us now!