You're managing an e-commerce business. How can you ensure your customers stay loyal?

I'd start with your e-commerce analytics software (usually Google Analytics or Adobe Analytics). Segments are your friend. Start with segments based on Recently (bought recently), frequency (bought X number of times), and monetization (spend $X last year). Tweak the threshold for those 3 variables until you have a manageable sized list of customers and start contacting them. Thank them for their business, and ask what is was that caused you to earn it. What could you have done better?

Every morning, I start my day by reading customer feedback. It helps a lot to understand what’s working and what’s not. It’s important to pay attention to these details and improve. Always listen to customer feedback – whether it’s through order feedback, app reviews, emails, calls, or chats, these are the best sources for learning.

AI is now available on various platforms, integrated into your CRM software in diverse channels, including your website, social media, email, and chat. However, personalization is still preferable to keep the customers by side. Utilizing CRM software, defining customer segments, and AI data gathering enables a Personalization approach, ensuring customers receive relevant solutions, fostering a deeper connection, and increasing loyalty to your eCommerce business.

First and foremost, understanding your customers means recognizing that not all are equal. It's often true that 20% of customers generate 80% of revenue. Before segmentation, ponder: 'Why do certain customers return?', 'What defines a VIP customer?', and 'How do we treat someone spending $10,000 a month versus $1,000 a year?' These insights guide C-level executives to realize that out of 500,000 customers, only 2,000 may shop more than once a month. With this understanding, businesses can effectively utilize technologies to segment customers based on shopping behaviors, average order value (AOV), demographics, and preferred categories.

A tool I love for doing this is post-purchase surveys. They allow you to ask customers questions right after they purchase on their confirmation screen. You can ask who the product they're ordering is for, what products that they'd like to see, what made them come back, etc. Kno and Fairing are great options for doing this.

Effective communication is more than just sending messages; it's about choosing the right channels. Some people may prefer email, others WhatsApp, live chat, or SMS. It's crucial to initially blend various channels in your communication flows, then analyze the data to fine-tune these automated sequences. Additionally, context matters. For instance, in a welcome flow, consider whether the customer opened the previous email. If they did, the next message should build on that story, not veer off randomly. If they didn't open it, try resending with a new subject line or offer. Before hitting send, always review. Questions like 'Is this message clear?', 'Would I find this valuable?', 'Does this add value to me?' are essential.

Always center your communication around the customer’s value. Instead of overwhelming them with our products and services, emphasize the benefits and solutions we offer. Put yourself in the customer’s shoes in every interaction.

Effective communication is vital for building trust with customers. CRM software aids in managing and optimizing communication channels, allowing for automated and personalized messages. By tracking performance metrics, businesses can enhance the quality and frequency of communication. In my opinion, ???????? ?????????????????? ???????????????? ?????? ???????? ?????????????????? ?????????????????? ?????? ???????? ?????????? ???????? ????????-????????????????, ?????????????????????????? ?????? ?????????????? ???????????????? ????????????????????????.

The following works in my opinion: 1. Regular, non marketing communication. 2. Prompt updates on market/product/service information. 3. Fast response time to queries. 4. Referral benefits. 5. Milestone bonuses.

. Customers interact with businesses through various platforms - social media, email, chat, etc. An effective CRM system should not only manage these channels but also provide a seamless and consistent experience across them. For instance, a customer might start a query on social media and then move to email. An integrated CRM system can track these interactions, ensuring continuity and context in communication, enhancing customer experience.

It might spark debate, but traditional loyalty programs are less effective now. With consumer loyalties spread thin across brands, points systems are often underutilized, turning into financial liabilities. The key? Good loyalty program communication strategy encouraging more frequent shopping and point redemption. Think beyond discounts; tailor your rewards to different customer segments. Offer exclusives like early access to new products, special promotions, invites to unique events like 'Evening with a Founder', or unexpected appreciation gifts. These distinctive perks not only promote your brand but also foster positive emotional connections. Even in a world where loyalty is divided, make your brand one that resonates and is remembered

Rewards and loyalty programs are a fantastic way to keep customers coming back. As a Marketing Manager, I spearheaded the development of a points-based loyalty program. This program offered points for not just purchases but also for social shares and referrals, creating a multi-faceted engagement strategy. The key was to make the rewards attainable and desirable, which encouraged repeated interactions with our brand.

Rewarding customers is a ???????????????? ???????????????? ???? ???????????? ??????????????. Utilize CRM software to implement and track loyalty programs, ensuring customers are recognized for purchases, referrals, and reviews. By making rewards easy to redeem and consistently communicating their availability, businesses can enhance customer value and retention. Personally, I believe this approach ?????? ???????? ???????????? ???????????????? ???????????????????????? ?????? ???????? ?????????????? ?? ?????????? ???? ???????????????????????? ?????? ???????????????????? ?????????? ??????????????????. ??

Forget about 'loyalty', it just doesn't exist anymore. The next generation of customers cares little about brand history or identity. They care more about 'what's-in-it-for-me' (WIIFM) and that sort of defines why brands and businesses must reward customers no matter how little or trivial it may be.

Further to points below me, traditional "point-only" loyalty programs are not as effective anymore. Trialling "Membership" programs have been proven to improve repeat customer rates at a much larger rate than regular loyalty points. Shopify Apps such as "inveterate" can be a great tool to trial for ambitious and innovative brands.

Actioning feedback, not just collecting it, is crucial for e-commerce success! Many companies fall into the trap of incessantly seeking feedback as part of their CRM automation, yet often, this valuable input gathers dust, unseen and unused. It's essential to not only read but also implement this feedback, and importantly, communicate back to your customers about the changes made based on their suggestions. Furthermore, to boost feedback collection, consider incorporating quarterly surveys with enticing incentives. For example, offering a chance to win '$100 off the next order' in exchange for a 10-minute survey can significantly increase participation.

Feedback isn't just data; it's a conversation with customers. Tru Earth actively seeks this dialogue. Post-purchase surveys or product reviews aren't automated procedures but tailored interactions. Each response, positive or negative, is an opportunity to deepen the relationship. Addressing concerns or expressing gratitude isn't a CRM task; it's our commitment to a better customer experience. It's how we refine our eco-friendly products and validate our customers' choice to join our sustainability mission. Every piece of feedback nudges us closer to our shared goal: making a meaningful impact, one wash at a time.

Feedback is a powerful tool for continuous improvement. At Spokey, where I was the Marketing & E-Commerce Manager, we implemented post-purchase surveys and product review requests. This not only provided us with critical insights into customer satisfaction but also created a channel for customers to voice their opinions, making them feel valued and heard.

Gathering feedback is crucial for understanding customer needs. CRM software streamlines the collection and analysis of feedback, enabling personalized requests and prompt responses. This proactive approach not only enhances customer experience but also demonstrates a genuine commitment to valuing customer opinions and continuous improvement.

Feedback is crucial for improving customer experience. With CRM software, businesses can easily collect and analyze feedback, automate requests, and respond effectively. Embracing the idea that 'Customer feedback guides improvement,' businesses show loyalty by valuing opinions, resolving issues, and making improvements, demonstrating a customer-focused approach.

True support in e-commerce isn't just about solving problems; it's about guiding choices and answering queries. The biggest hurdles customers face are uncertainties like 'Will my product arrive on time?', 'Is size S accurate?', or 'Is this product truly nut-free?'. Addressing these concerns requires more than automated responses; it demands interaction with real, knowledgeable human beings. When hiring customer service agents, look beyond problem-solving skills. Seek out brand ambassadors who embody your values and can offer exceptional service. They should not only support customers through issues but also assist them in making informed decisions. This human touch can make a significant difference in building customer trust & satisfaction

Na minha opini?o, apesar de muitos CRMs possibilitarem ferramentas para suporte ao cliente, o mais recomendado é o uso de uma ferramenta de Service Desk ou até de um Customer Service. Muitos desses possuem integra??o nativa com CRMs até mesmo dentro do mesmo ecossistema, o que pode facilitar bastante na comunica??o entre essas solu??es.

Post purchase support is very critical to improve the brand loyalty because it deals with the customer who has encountered negative experience. So while dealing with such a situation if there is a small slip up from the brand a promoter or a neutral customer could easily become a detractor. So while dealing with such a customer we should be ? Constantly updating the progress of the ticket through CRM software ? Provide clear achievable timelines for resolution ? Be vociferously truthful and genuine but also empathetic while interacting with the customer This resolution phase can be much easier if we are able to set the right expectation with the customer by not over committing on quality or performance of the product while selling .

CRM software plays a pivotal role in ensuring customer satisfaction: ???? ?????????????????? ?????????????? ??????????????????: Streamlines and automates support channels for quick issue resolution. ???? ?????????????????????? ???????????????? ????????????????: Maintains unified customer data for personalized interactions. ???? ?????????????????? ?????????? ????????????????????: Utilizes data-driven insights to anticipate and address customer concerns.

Regardless of rewards, programs, or anything else. It is consistently true that the biggest, if not one of the top 3 factors to customer loyalty is what the customer support experience is like. Everyone makes mistakes now and then. Part of what demonstrates a brand's values is how they treat a customer when a mistake happens.

I've worked with a ton of brands in my career and 4 major things I've advised and personally done to maintain customer loyalty include: 1. Doubling down on VIP shoppers through targeted campaigns to make them feel valued. 2. Surprising repeat buyers with exclusive sales, early access to new items, or free gifts on milestone purchases. 3. Going above and beyond on shipping and order tracking to emphasize our commitment. 4. Being communicative, open and responsive when issues arise to complaints into renewed loyalty.

Maintain a consistent brand image across all channels. Clearly communicate your brand values, mission, and unique selling propositions. Build a brand identity that resonates with your target audience.

The first step is CRM, but such systems' functionalities are usually basic. Anyone who sets a high bar for themselves should consider loyalty-specific engines/systems at some point. Such solutions are often real-time, personalized, and future-proofed promotions & loyalty programs that drive revenue growth and improved margins. In the context of E-Commerce dynamics, it's worth considering systems with good APIs so that in the case of architecture modernization, you don't have to give up already connected loyalty systems. Example solutions: Talone.one, Voucherify, or Open Loyalty.

RFM Analysis is a great tool for understanding your TOP customers. It segments them based on Recency (how recently they made a purchase), Frequency (how often they purchase), and Monetisation Value (how much they spend on each purchase). Assign scores to each customer based on these factors to identify your top customers. The higher a customer’s RFM score, the more likely they are to make a purchase. Use these segments in your Retargeting campaigns . Highest open rate and click through rates guaranteed . Give it a try ! You will see great response. ??

I recommend showing up with Luca Brasi who will calmly hold a gun to your customer's head while you ensure them that either their brains or their credit card information will be on your checkout page. Note, this works particularly well on band leaders.