In the eCommerce world, you never see your clients, so it’s difficult to build a relationship. Therefore, when something goes wrong, they’re more likely to disappear. This makes it important to improve eCommerce customer satisfaction.
Thankfully, there’s a lot you can do here. In this article, we’ll look at how digital marketing strategies with edu info can help you improve your overall eCommerce customer satisfaction.
Before we get to that, however, we have to deal with something most companies forget. No matter how good your planning is, something can go wrong. When that happens, customers need a highly skilled support team to help them. If you don’t have the capacity to offer that in-house, you might consider outsourcing this function. Read here to see how that might work.
Micro-Personalization -Tailoring the Experience to Individual Customers
We all know that we must personalize our marketing efforts. What’s new is that we need to take this to a whole new level. We must start tailoring our efforts to specific clients. This sounds scarier than it is, but it does mean we need new insights into our clients.
We need to look at various data sources, such as:
- Browsing history
- Previous purchases
- Abandoned carts
- Customer demographics
We need to use this information to build a complete picture of the client and what they need. From then on, we can tailor our marketing efforts accordingly. You can deliver personalized recommendations and discounts and even send relevant information.
How is this different from before? Previously, you would market your entire skincare range to your clients. Now, you go a step further and identify the skin type through surveys or past purchases. You now market products that are hyper-relevant. You can also look at recovering abandoned carts using discounts or further information.
10 or 20 years ago, this level of personalization wasn’t possible on a large scale. Today, we have artificial intelligence that can scour huge data sets and provide recommendations accordingly.
The upshot is that your customers feel more satisfied because they feel that you understand them. They’re more likely to pay attention to your marketing messages because they’re highly relevant. Consumers today don’t want to feel like just one more cog in the wheel; they want to feel special.
Create Seamless Customer Journeys Across Platforms With Omnichannel Marketing
Again, this isn’t a new strategy, but it is one that’s difficult to pull off. You need to ensure that your customer has a cohesive experience across multiple channels. 40 or 50 years ago, this was easy because your customer could interact with you on the phone or in person. Today, they have social media, instant chat, mobile apps, and online browsing.
What you need to do is to connect all the digital touchpoints and make sure they can run together. For example, a customer might:
- Find your product through a social media ad
- Research it on your website
- Buy it via a mobile app.
If there are any inconsistencies along the way, your brand image suffers. It should be as easy for your customer to make a purchase on social media as it is via the app. The same applies to any digital touch points.
Building Relationships Through Interactive Content
It’s no longer enough to get your message out to your customers. You want to build a relationship with them. Doing this purely through marketing is almost impossible. Pure advertising is a one-way conversation. While a pithy commercial can go viral, it’s unlucky to improve eCommerce customer satisfaction.
What you need is interactive content that starts a conversation. It should encourage clients to interact with your brand and tell them a little bit more about your company. This doesn’t have to be a boring “About Me” page. You can get creative and shoot an awesome video of your team making a product. This allows your customers to understand your process and get to know your team.
You can also encourage user-generated content and social media conversations or run quizzes and contests. You can take things a step further by offering chatbots on your site. If your budget allows for it, you also provide real-time support through live chat. The more engaged your customers are, the more they are likely to develop a positive emotional connection with your brand. This will improve their overall satisfaction because they’ll see your brand as accessible. Embracing a growth mindset in your content strategy can further enhance communication this connection, demonstrating your commitment to evolving and responding to customer needs.
Rewarding and Retaining Customers
Many companies focus on making a sale. Once they have the client, they’re less likely to reach out again unless they’re trying to upsell. The problem with this strategy is that your existing customers feel under-appreciated. If a savvy competitor comes along and shows them some attention, they might jump ship.
A well-designed loyalty program rewards your customers. It makes them feel like valued clients rather than a cash cow. The catch is that you need to make it worth their while. You should look at something that is easy and valuable to your clients.
You could, for example, give them points when they spend a dollar. Alternatively, offer them one free product after a certain number of repeat purchases. Some companies also offer personalized discounts based on what the clients purchase through the loyalty program.
The upshot is that your customers gain something by staying with you.
Providing Value Beyond the Sale Through Content Marketing
Content marketing is a digital strategy that we use to increase our reach and improve brand recognition. However, it can also improve eCommerce customer satisfaction. You can, for example, provide:
- How-to guides
- Video tutorials
- Useful tips
- White paper and other research
- Social media content
- Blog posts
- SEO tips in AI content
The goal here is not to push your product. Instead, want to educate, inform, or entertain your clients. If you do this correctly, your client will see you as a valuable resource. They’ll share your content for you, improving your brand reach at no cost to you.
What’s more, by integrating strategies like AI SEO, you keep your brand uppermost in your client’s mind.
Staying Connected Through Email Marketing
Email marketing works well as long as you make it past the spam filter. And here, we’re not just referring to the program your customer uses to remove nuisance emails. We’re also talking about their own internal spam filter.
Let’s face it: a lot of consumers today ignore emails. They assume that they’ll be full of marketing information. Most people can’t be bothered to read through it.
That is unless you differentiate yourself by making your emails valuable. You can do this by keeping marketing to a minimum. And always include something that the client finds useful.
For example, you could incorporate helpful tips related to the industry or your client’s demographic. Maybe you could create a newsletter for mums, giving them tips on how to entertain toddlers. You could also incorporate relevant offers like discounts at your company or other local companies.
Conclusion
it may seem more difficult to enhance eCommerce customer satisfaction in the digital sphere. However, it doesn’t need to be. By choosing the right digital marketing strategies, you can inform, educate, and entertain your customers. You can also encourage them to engage with you, improving their emotional connection to your brand.