Like in-person retail, eCommerce sees customers as king — and should be treated as such, right? We’re not talking about irrelevant customer complaints and the Karens that waltz in hoping for a free item. We’re talking about the customers you want to stick around for the long haul.
And if you’re looking to build long-lasting relationships with your customers, you’re in the right place. Today, we’re taking a deep dive into the art of CVO and showing you how to maximise the value your customers get from your business in return for their hard-earned cash.
Get ready to add some pizzazz to your eCommerce strategy and learn how to make your customers feel like royalty with our seven tips and tricks!
1. Know Your Customer
Much like in real-life long-term relationships, the first step in customer value optimisation is to understand your target audience. Making jokes at a gathering that flies over the crowds' heads never goes well. And it won’t go well with your customers either.
You need to know what your customers want and need and their pain points. You can gather this in surveys, market research, and customer feedback and then use this information to tailor your marketing messages and product offerings to meet those needs.
2. Personalise the Experience
Personalisation is the key to making your customers feel like the royalty we spoke about earlier. It will make them feel seen and increase their brand loyalty, improving customer value optimisation.
Using customer data, such as purchase history, to provide a personalised shopping experience is just one action you can take to stand out against your competition. For example, you can recommend products based on previous purchases by either upselling or cross-selling or sending email promotions based on their interests.
3. Never Underestimate Exceptional Customer Service
Your customers expect prompt and helpful support, especially in this new technology age. Whether it’s a phone call, email, or live chat, implementing strong customer service will build trust and increase customer loyalty — especially if it’s easily and instantaneously available.
Make sure you have a team of knowledgeable and friendly customer service representatives who are ready to assist customers with any questions or issues they may experience.
4. Streamline the Checkout Process
Ensuring you don’t have a complicated or off-brand checkout process will make customers feel comfortable giving you their cash. Remember that your checkout process is still part of their customer journey and possibly the most crucial part.
To optimise the customer experience, ensure it’s as quick and simple as possible. Ensure appropriate branding, offer multiple payment options, and inform them that the process is secure. Considering a one-click checkout option for customers who have purchased from your store before will ease the repeat purchase process and encourage brand loyalty.
5. Free Shipping and Returns
Offering free shipping for certain orders and a returns policy will drive trust and increase the likelihood of customers purchasing from your brand. These options show that you value your customers and are willing to go the extra mile to ensure their satisfaction. It also shows that you trust your products enough! And naturally, it will increase loyalty and repeat purchasing as there is limited risk for the customer.
6. Utilise Social Proof
Social proof is a powerful tool for increasing customer confidence and conversion rates. Using user-generated content (UGC) will prove positive experiences from other customers and build (once again) trust and brand loyalty. It could push customers over the precipice of purchasing from your brand — especially as first-time customers.
7. Monitor and Improve
Customer value optimisation is an ongoing process. You should continuously monitor customer feedback and make relevant improvements to your product offerings, marketing messages, and customer service. This will ensure that you deliver your customers the absolute best possible experience.
Blend & Your Customers
Implementing the customer value optimisation approach to your eCommerce business will be the crucial step you need to take to glide above your competitors and build long-lasting relationships with your customers. By understanding them, personalising their experience, providing exceptional customer service, and continuously monitoring and improving, you can increase customer satisfaction, loyalty, and ultimately, your bottom line.
But you don’t have to do it alone. If you want experts who will guide you and do (pretty much) everything for you, the Blend team are your people. Get in touch with us today!
