Is your retail business lacking a loyal customer base? Time to get personal!
Today’s consumers want to purchase products from companies that connect with them on a personal level. But, as a retailer, how do you add more personalization to your customer experience? Here are some tips for getting started.
Consumers don’t want to deal with e-commerce technical issues or cumbersome checkout processes. In fact, if you don’t offer a simple e-commerce checkout process, you may be losing out on more online retail sales than you realize.
Assess your current checkout process by tracking the number of daily abandoned shopping carts on your ecommerce site, by surveying your previous customers about the checkout process and more. If you operate a bricks and mortar store, you may also want to survey past customers and work with your employees as a team to further streamline your point of sale process. These tactics will provide the data needed to refine your checkout system and drive more sales.
Create a Loyalty Program
How are you treating your most loyal customers? Do you regularly let them know that you appreciate their loyalty and do you offer them special perks?
A great way to reward your loyal customers is with a loyalty program. For example, customers who make a certain number of purchases with your businesses could receive a percentage off their next purchase, or could even receive a free item. These loyalty programs work equally as well for online and in store retailers. This personal touch goes a long way in driving consumer loyalty and shows that you appreciate your customers.
Track Purchase Behavior
According to Personalization is Essential: 5 Stats Retailers Need to Know, 50% of consumers want their personal information used to create a better overall shopping experience. This important data shows that you should be tracking the purchasing behaviors of your current and potential customers. You can then use that information to enhance their future shopping experiences with your business.
For example, by tracking the online shopping behaviors of consumers on your site, you can use that data to personalize your future advertising efforts to those consumers. If a customer has purchased sundresses from your website or in your bricks and mortar store, you can add that individual to a list of customers who have made similar purchases. You can then send emails and other advertisements to that list of customers that include similar products to what they recently purchased.
Consumers regularly use a variety of devices to shop online. One day a customer may search your site on a desktop computer. The next day that same consumer may return to your site using a tablet or a smartphone. Avoid frustrations by ensuring your website works well on all platforms.
Websites that aren’t mobile friendly don’t just frustrate consumers. They’re also now being penalized by Google. While implementing a mobile version of your website may require an investment, it’s a worthy cost.
Get personal with your customers to enhance their loyalty. Personalize your business’s shopping experience by tracking the purchase behaviors of your customers, by simplifying your ecommerce site and more. By making these changes, you can increase customer satisfaction and improve your bottom line.