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How to Retain and Engage E-Commerce Customers: Techniques for Personalization, Communication and Rewards

• December 21, 2023

 

Serving online customers is a different game than in-life consumers since they have many other options competing for their attention. Providing personalization helps lead to engagement and customer loyalty.

 

Retaining your e-commerce customers requires a bit more effort with so much competition online. Here are some of the top techniques to keep them coming back for more. 

1. Tap Into Growing Markets

Around 20.8% of retail sales are online in 2023. Look for ways to get your foot in the door your competitors haven’t considered. Is there a lack of people in your niche on TikTok? Start a channel and reach new customers.

 

Look for opportunities to get the word out. You have a wide canvas when promoting online. Determining the return on investment (ROI) for different advertising campaigns is crucial. Pay attention to what brings results and repeat those efforts. 

2. Show Your Value

You might have many more competitors in a digital retail world than on a local level. Determine what makes your business unique. What value do you bring that no one else does? Is your brand the best at customer service? Maybe you offer the steepest discounts.

 

Find what you excel at and push it in your marketing campaigns and with current customers. 

3. Offer Gift Cards

Experts estimate gift card sales will hit $1.4 trillion by 2026. Gift cards offer a way to sell to current customers while pulling in new users. People can share a brand they love with others. When the recipient uses their card, they’ll see just how fabulous the experience is and returns. 

4. Create Personalized Shopping Experiences

Leverage the data you already have to make interactions more personalized. For example, if someone bought an item and you now carry a product that complements it, you can notify them they get first dibs on inventory. This will bring them in and generate positive word-of-mouth.

5. Improve the Customer Experience (CX)

Create user maps to enhance the customer journey. Look at every touch point a site visitor goes through. Is each step as simple as possible? 

 

When you create a seamless CX , people are more likely to stick with your brand over others. Increase customer loyalty and never give them a reason to look elsewhere to solve their needs. 

6. Tap Into the Power of Artificial Intelligence (AI)

Today’s AI can do anything from conversing with a potential customer to solving technical issues. Invest in AI chatbots so people get an instant response no matter what time of day they need help. 

 

You can also use machines to track when customers are almost out of a product and send them a reminder to reorder. Mail out a birthday greeting, thank them for a big order or start a referral program. The more things a small business can automate, the more time leaders have for innovations.

Look for Unique Ideas

Some ideas are pretty standard, such as offering a stellar customer experience and automating processes. Be on the lookout for unique things you can offer no one else in your industry does. Put yourself in people’s shoes and you’ll be more likely to hit all the points they need and keep their interest.

Want to learn more?

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Eleanor Hecks

Eleanor is the editor-in-chief at Designerly Magazine. She’s also a freelance web designer with a focus on customer experience. Eleanor lives in Philadelphia with her husband and dog, Bear.

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