Q4 is a crucial time for any business– it's when you make your final push to end the year strong and set yourself up for success. Who doesn’t want to end the year on a high note?
One of the best ways to do this is to boost your customer satisfaction and retention.
Did you know that it's five times more costly to find a new customer than it is to retain an existing one? Clearly, focusing on customer service and retention should be a top priority for your eCommerce business this Q4.
To that end, we’ll be covering five key strategies that will have you celebrating your business’s customer service success this New Year's Eve.
1. Engage With Your Customers
A 2022 study by Salesforce found that 80% of customers say that the customer service experience a company provides them is just as important to them as the product or service itself.
With that said, the first step to ensuring your customers have a positive experience with your store is engagement. People want to feel connected, and there have never been so many platforms and eCommerce services available for you to build a relationship with your customers.
Whether you choose to set up a page on social media, launch a loyalty program, or further develop your email marketing strategy, you’ll be able to speak directly to your target audience and help them feel heard. No matter how you’re engaging with customers, showing up consistently in these channels is key; it’s the ultimate way to build relationships with your customers even after they have made a purchase, fostering loyalty– and keeping them coming back.
2. Be Prepared to Handle Concerns
Here’s a shocking customer service fact for you: Is Your Customer Service Strategy On Point?
So how can you make sure you’re getting ahead of your customers’ concerns so that you never have to rebuild your reputation with them?
One of the easiest starting places to combat negative customer experiences is to have a FAQ or knowledge base section on your website.
That way, your customers can find the answers they need in minutes, rather than having to wait (possibly much longer) for a response via your other support streams. By working closely with your customer service team, you can build out the documentation that answers all of your customers' possible questions.
In addition to having a thorough FAQ page, you’ll want to make sure that you’re making use of all your available eCommerce services to ensure you’re delivering exceptional customer service. As we ramp up for the busy holiday season, you should plan for stressed customers who need help; you want to make it easy for them to get in touch with you, whether by phone, email, or online chat. To further enhance your customer support capabilities, consider having an outsourced e-commerce call center in place. In case they choose to connect via email, follow DMARC reports to maintain a secure connection and ensure your message reaches your customers' inboxes.
3. Keep Your Promises to Your Customers
If you make a promise to your customer, make sure you follow through on it. This could be anything from a discount or free shipping above a certain purchase amount, to a guarantee that their order will arrive by a certain date.
This means that if you’re using eCommerce services for your shipping and delivery, you need to make them aware of your commitments too.
Whatever the promise may be, make sure you always deliver; otherwise, you risk damaging your relationship with the customer and losing their trust.
Overdeliver on Your Customers' Expectations
In addition to following through on your promises, try to over-deliver on your customers' expectations. This means going above and beyond to give them a great experience, even if it's something small.
For example, you could include a handwritten note with their order or throw in a few extra samples of products they might like. These types of experiences help to personify your business and build a relationship with your customers.
When you go the extra mile, the customer always remembers–and they definitely come back for more.
4. Show Your Appreciation
Showing your appreciation to customers makes them feel special. It tells them that their business means a lot to you, creating connection and loyalty.
Show Some Love
One way to show your appreciation is to include a simple thank you note with the product (you can set this up with eCommerce services), or send them a quick email. This could be after they make a purchase, leave a positive review, or just for being loyal customers. Not only will this let your customers know you’re important to them, but it will also encourage them to continue doing business with you.
With that in mind, don’t forget to prepare your holiday messaging for your customers soon!
A 2022 study by Harvard Business School found that showing appreciation to employees and customers can lead to a wide range of benefits, including increased satisfaction and motivation. This makes it a great way to boost customer loyalty!
5. Reward Your Customers
Another great way to show your appreciation to your customers is through rewards. Sending a short birthday message along with a special promo (just for them) makes your customers feel special and shows that you’re thinking of them on their special day.
Loyalty reward programs have also been shown to be effective, like the popular Starbucks Stars program. When you reward a customer for their purchase and continued loyalty, you’re setting the stage for a long-term, mutually beneficial relationship.
With the holiday season coming up, now is the perfect chance to set the bar high and make sure your customers leave with a positive experience.
It’s easy to get caught up in all the eCommerce services or marketing tactics and relegate customer service to an afterthought, but you have so much to gain when you focus on wowing your customers.
By implementing these 5 strategies now, you’ll hopefully see many of the same customers again in 2023– so don’t miss out on the holiday rush, and get started today.
Cheers to your success in this upcoming new year.