The internet is no longer just another medium for a brand or product’s visibility. It has now become the largest platform that customers visit for their retail needs.
The transition from a brick-and-mortar store to an online store is expedited when governments around the world implemented various degrees of lockdowns, which made customer retention tricky.
… your website, e-commerce platform, social media assets, and logistics partner are now your new frontliners.
Thrown into a swim or sink situation, most businesses shifted platforms online. Enterprising individuals also saw the opportunity and started their entrepreneurial dreams by opening their own online stores.
With everyone now online, how can you keep your customers on your side and not stray to your competition?
Customer retention tactics to keep your business afloat
These strategies may seem simple enough, but they will require work and dedication on your part. With growing competition giving customers more (and maybe cheaper) options, you’ll have to up your game.
Promotions and offers
One of the best draws that will get an online business noticed are discounts and freebies. The discounts and freebies can be structured in a way that is only redeemable in subsequent purchases (*wink*). Another enticing way to attract customers is free delivery.
Coupled with a reasonably priced and highly efficient logistics company, you can keep delivery costs low and improve your overall brand image.
Thought leadership
Plants are some of the most popular items being sold right now (even setting off a wave of theft in the Philippines!). But what would make you choose a specific seller over the other?
Given everything else is equal, the seller who positions himself as an expert on the product would be the preferred choice. Thought leadership can be reflected with carefully curated content on the brand’s social media platforms.
Stay connected
Internet usage in the Philippines surged during the onset of the community quarantine. With more people spending time online, it is important that you remind them about your product and why they should be buying.
E-newsletters, push notifications, social media posts, and paid media are some of the ways that you can keep your brand or product at the top of their minds.
Open communication lines
The lack of face-to-face interaction has brought a new dilemma — every customer feels that they are your only customer. It is important that every customer’s inquiry or concern is addressed within a reasonable period of time. Always remember, another seller is just a click away.
Transparency
Online shopping isn’t quite as therapeutic as physical shopping. The period between confirming the purchase of the product and receiving it can be daunting for the customer. But by being transparent with your customer, expectations will be properly set, tempered even.
A reliable logistics partner that can provide you and the customer with timely updates will be your best bet.
Online shopping is here to stay even when things return to how they were before the pandemic. With a large number of the general public already enjoying the ease of online shopping, its rapid growth will continue in the next few years. Investing in your online assets today will help your business grow and keep your customer base loyal to you.
While there is no face-to-face interaction online, your website, ecommerce platform, social media assets, and logistics partner are now your new frontliners. Each part plays a crucial role in ensuring that your customer will have a topnotch experience and a reason to come back.
Featured image by Artem Beliaikin from Pexels.
