Maintaining Customer Loyalty in Your Online Business

May 12, 2015

Maintaining Customer Loyalty in Your Online Business

In eCommerce sector, customer loyalty is what matters a lot. The age old saying by Mahatma Gandhi “Customer is King” perfectly fits here. For eCommerce business, customer loyalty is important as lack of customer loyalty can badly affect their profit.

And it’s really very tough to maintain this loyalty; reason: even for a small business customers can switch to your competitor’s website. Hence, it’s mandatory to pay complete attention towards customer loyalty.

Maintaining Customer Loyalty

Few ideas that will actually help you to have more loyal customers

  • Have proper communication: Face to face communication may not always be possible in online business. However, if you communicate effectively, warmly and in a polite manner then this can help you strengthen your relationships with the customers.

    Always communicate effectively like you are communicating personally with them, give them a personal feeling.

  • Reply as soon as Possible: Certain things take time like buying a chocolate online cannot instantly satisfy your urge to have it at that moment but in terms of feedback or we can say reply to customers, it’s advisable not to keep them waiting because generally customers lose patience when there’s a delay in reply to their feedback.

    Hence, it’s advisable to give quick reply and reduce the turnaround time as much as you can in order to maintain your goodwill in their minds.

  • Make your brand presence stronger: Branding is necessary to represent yourself in the minds of customers. A strong brand can bring more loyal customers and increase in your customer base will ultimately help you to make your brand presence stronger.
  • Always provide quality at every stage: Quality and price go hand in hand. The product images, icons, language, packaging, and emails everything must be qualitative. Always keep every single dimension of quality in mind.
  • Make more use of personalization: Yes, personalization is not for every business but for some personalizing communication and products can help to increase loyal customer base.
  • Learn to Apologize: Humans make mistakes and if you accept the mistake and apologize for the same, you can easily win loyal customers. Never try to prove yourself that you are right and it was not your mistake, instead accept and apologize.
  • Website must show your Intelligence: eCommerce website is the mirror of your business on the internet. Hence, make sure it reveals your industry expertise as well as provides proper information to the readers.

    Customers prefer to deal with people who are actually able to guide them in a proper manner.

  • Encourage your referrals: In case your website is referred by someone, it’s your responsibility to reward the referee as it helped you to increase your customer base. So, make sure to develop a good referral strategy which will encourage people to suggest your website to whosoever they know.

    Get maximum benefit of word of mouth publicity and increase as many customers as you can.

  • Appreciate Loyal customers: Always appreciate the loyalty of your customers. This can be done by way of saying thanks to them when they make second purchase from your e-store or it can be done by means of rewarding them such as free membership or any additional benefits.

    No one else can know your customers better than you. Make sure you use a creative approach to win your loyal customers.

Wind Up

With this post, till now you must have learned to get more loyal customers. Yes, an important thing is your website must seem to be a safe and secure place to shop from and for that it’s recommended to use well known eCommerce platforms that guarantee safest shopping experience to the people.

To know about best eCommerce Solutions, you can get in touch with Softqube Technologies; a well known eCommerce solution provider in India.

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Hari Patel

I am the Managing Director of Softqube Technologies Pvt. Ltd., a modern-day digital transformation, design and development service provider. We provide services to businesses of all verticals across the globe. I believe and live by a mission that I help more entrepreneurs to build, launch and grow profitable businesses.

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