Why Customer Engagement Matters?
According to Wiki, the average attention span has decreased dramatically during the past years as a result of use of technology. People are too distracted having all those devices around them. This means that if your customers cannot get their problems solved fast enough, they will go somewhere else. And this is exactly why customer engagement is crucial to ecommerce. Besides, the vast majority of people tend to spend more money if it involves better customer experience. That is why the level of customer engagement will soon be a bigger brand differentiator than the products cost. So if you want more conversions and improved retention, you need to invest in customer engagement.
Ways to Еngage Your Customers in Ecommerce
Understanding that customer engagement is an extremely powerful tool in boosting online sales is a great start, but only a solid approach can put this knowledge to work. So how do you increase customer engagement in online sales? Here’s how:
- Make use of social networks
Prepare a post at least several times a week, and monitor the engagement you get for each one. You should start actively using Twitter, Facebook, and Instagram for boosting customer engagement in ecommerce. A strong social media presence is paramount to the success of today’s online business.
- Keep track of important events
Your customers like individual attention. This can be achieved by reaching out to them on their special days, such as anniversaries and birthdays. This form of unobtrusive ecommerce personalization should be used on your website as a part of your customer experience strategy. It is effective for engaging your auditory as it is clear that each customer is being treated as an individual.
Loyalty programs are another way to build ongoing engagement with your target audience. This is what can help you engage a really huge number of people.
- Encourage account creations
Most people prefer making purchases without creating accounts. However, your task is to increase account openings. But do not try to look for starting the account right away. At first, earn a bit of trust from the customers (after they have made a successful purchase), and only then offer them the opportunity to create an account.
- Immediately engage unhappy clients
You should engage unhappy clients before they turn away from your business for good. Client churn is a serious issue that can significantly decrease your profitability. Unfortunately, people do not always let companies know about their dissatisfaction. However, their family, friends and social media friends will most likely know about it. What you can do in this situation is you can offer surveys with every transaction, providing active communication with your customers via your social media pages.
Read also: HOW TO PLAN YOUR ECOMMERCE WEBSITE