Customers are the sole reason for your existence in the e-commerce business. No matter how good your products or how nice your strategies are, if you don’t have substantial customers, your business won’t survive. And considering the latest trend of online and mobile shopping, customers have become more choosy than ever. They won’t think twice before leaving your website if they experience any inconvenience while shopping whether it’s related to the product, designing or functionality. That’s the reason why UX matters. A satisfied client will surely come back for more. Here are 4 insane ways to improve your customer experience that will keep them coming back.
1. Relationship Marketing
Partnership marketing is all about building a relationship with the consumer (you know it!).We have already discussed that SaaS purchase programs have annual payments. You ‘re not going to concentrate on making a one-time deal in the partnership ads.
Alternatively, you need to match the branding of the firm with the personal image of the consumer in order to build a brand. Partnership marketing places emphasis on how the firm is marketed to the media, how well it embodies the personality of the consumer and how well the business handles its consumers.
CSMs will empower and inspire buyers to develop a relationship with the product . Customers frequently left a service, not because of the product itself, because they did not provide the feedback or assistance they wanted. That’s why the first step every CSM will take toward consumer satisfaction is to reduce unreasonable client perceptions.
When you have clear measurable targets and work from the very outset on reasonable objectives, the consumer can see the benefit the company offers that much faster!
2. Focus on Customer Success
Customer Satisfaction is a constructive, multi-channel focused initiative, as a result of the digital transformation. Helping this approach is the second surefire way to improve customer satisfaction. By concentrating on customer engagement activities, you will look at training, encouraging and supporting your customers when engaging with the business.
It would build consumer happiness and eliminate the need for reactive customer support. From social media, ads, website copy, trial phase, on boarding, support, check-in calls… and everything in between It will take time to retrace each route, which is certainly a company-wide endeavor. And if it can sound overwhelming at first, it may be easier to handle if you consider one thing: keeping the customer experience alive anytime and wherever.
You may also introduce a consumer monitoring tool such as Indicative to keep track of and evaluate user behavior. It will help you track your KPIs during the entire consumer experience and respond accordingly in order to maximize growth, loyalty and retention. Do not ask users to fill out a request form if the particular activity does not require it! Enable them to reach out via social media, live chat , email or order a call to your team.
3. Listen to Customers
Listening to customer feedback is what matters most when trying to improve your product, and is my third customer retention safefire strategy. In any business , especially SaaS, the customer success team works directly with customers to collect feedback. Using your perspective to your advantage!
The most important action any CSM will take to improve customer satisfaction is to transfer reviews on to the sales and marketing departments. Informing the whole organization on the latest consumer experience would not only help to break down the silos further, it can also close the feedback loop.
Closing the feedback loop increases customer retention by demonstrating to customers that you are listening and that you care about their concerns. The feedback loop is the most important component for any Voice of Customer (VoC) program and customer success is the only team that can properly facilitate it.
Author Bio:
Joy Smith is a Business Manager at Magneto IT Solutions – a Software development company in Bahrain offers quality Iphone Application Development, Magento development,android app development, magento migration, electronics eCommerce solution services. The company has experienced Laravel developers for hire at a very affordable price. He is a firm believer in teamwork; for him, it is not just an idea, but also the team’s buy-in into the idea, that makes a campaign successful! He’s enthusiastic about all things marketing.