The 4 Steps to Obtaining (and Retaining) Ecommerce Customers

The idea is to demonstrate to your clients that you are committed to forming genuine ties with them at every stage of the process.

Americans spent 14 billion hours — 1.6 million years — and $73.2 billion on internet shopping in 2020 by the end of summer 2020.

The time has come to invest in your eCommerce strategy.

Of course, gaining new clients is a component of that approach. In fact, between March and June of last year, new clients accounted for up to 75% of all online purchases. However, keeping those consumers is frequently just as vital.

Let’s look at a few of the primary ways your ecommerce firm may attract new customers – and keep them coming back.
1. Increase the number of distribution channels available to you.

Many firms who want to go into ecommerce choose Amazon as their initial port of call. But the retail behemoth is just that: a behemoth. With 1.5 million active sellers on the site at the moment (with Amazon itself advertising low-priced “Amazon’s choice” products at the top of search results), competition is fiercer than ever.

While increasing your Amazon presence is critical, your company should diversify its platforms to enhance product awareness.

With so many alternatives (Pinterest, Google Shopping, Facebook Shopping, Etsy, eBay, and Shopify-integrated Walmart Marketplace, to name a few), integrating your product listings with multiple marketplaces is simple. There’s no need – or excuse — to pigeonhole your products with a single provider.

You’ll need to keep an eye on your high-volume off-site channels and ensure that your consumers receive the same level of service across all platforms. However, with the appropriate method, you might reap some fairly enticing returns.
2. Make mobile users a priority.

Mobile buying is no longer an afterthought for ecommerce companies: Smartphones already account for more than half of all visitors to retailer websites and are expected to account for more than half of all online purchasing by September 2022.

Do you need some more statistics to persuade you? Between March 29 and April 4 of last year — just one week — mobile shopping apps in the United States saw 14.4 million downloads, a 20 percent increase from January. In June, 90% of consumers aged 25–35 stated they preferred to shop on their phones.

Mobile shopping is not only the way of the future; it is also what shoppers desire right now.

As a result, offer them what they desire. Attract mobile customers by improving your mobile site, whether it’s through integrated chat assistance, a quicker online purchase experience, or simply a mobile-friendly layout. Make a dedicated app to maximise your presence on the App Store and Google Play, and make sure your storefronts on third-party vendor sites and apps are as user-friendly as the desktop counterparts.

3. Treat customers as individuals rather than numbers.

According to the most recent State of Marketing report from Salesforce, 84 percent of customers believe that the experience a brand gives is just as important as the items or services it provides.

The digital age has made it far too easy to disregard the importance of personal interaction. Businesses now have unprecedented access to large audiences across various media. We often lose sight of the fact that each contact, inquiry, or sale is made by a real person.

However, the necessity for quality one-on-one engagement has not diminished. According to studies, 89 percent of customers would take their company elsewhere if they experienced poor customer service.

Make an effort to engage with your customers on a human level. Make them feel heard and understood, and, most importantly, tell them that they are valued. Providing exceptional customer service to potential consumers draws them in; continuing to do so after a sale makes them feel appreciated – and, ultimately, keeps them coming back.

So, how do you go about making these important connections? Interact with your clients on social media, replying to any queries or issues they may have with a genuine desire to assist them. You may also set up Facebook or Instagram chat groups, Zoom calls, or live streaming to allow your customers to ask questions and put a human face to your company’s name.

The idea is to become involved and demonstrate to your clients that you are committed to forming genuine ties with them at every stage of the route.

4. Customers want to learn something; therefore, educate them.

Are you having difficulty converting website visitors into paying customers? It is not enough to simply offer your items; you must also supply visitors with something of genuine value.

Your platforms should provide answers to the following questions: Why should a customer choose you for the product or service you provide? What distinguishes you from your competitors? What distinguishing features do you provide that buyers should — and want to — be aware of?

Assume you sell vegan leather footwear. You may just spend in marketing that emphasises the advantages of vegan leather and the specific types of boots you’re selling. Customers, however, may obtain the information from a variety of different sources.

Creating a buyers’ guide that teaches your clients something new about your product would be a more effective strategy. Weigh the advantages and disadvantages of vegan leather over traditional leather, such as durability, look and feel, and convey the storey of how your product is manufactured, from sourcing through production and packaging.

Customers that learn something new from your website are more inclined to return. Taking the time to educate them piques their interest and goes above and beyond to engage them with your company.
Always plan ahead two steps.

In today’s volatile market, relying on your conventional ecommerce methods isn’t adequate. The world is changing; you must change in order to attract new clients and keep existing ones coming back.

When it comes to internet buying, consumers have more alternatives than ever before. So, what makes you think they’ll come to you? Do you offer a unified, multi-platform shopping experience? Is your customer service engaging and makes your audience feel valued? If not, it may be time to reconsider your plan and improve your ecommerce game.

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