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Ecommerce & Customers: Building The Relationship

Estimated reading time: 2 mins

If you have an ecommerce store, you will know too well that it can be something of a challenge to keep your customers happy. Retail has long had a tortured relationship with its customers, and online retail is no different. But it is essential that you learn how to maintain and improve the relationship with your customers if you want to see your business through to greater success. Many of the traditional methods do not apply here, as you rarely see your customers face-to-face. However, it is also true that an ecommerce business has many techniques to employ which a traditional business cannot. Let’s look at what you can do to improve the situation.

First: Know How To Draw Them In

In some ways, it is easier than ever to get hold of long-lasting and appreciative customers. But that doesn’t mean it’s a walk in the park. You still need to know how to effectively draw those customers in, so that you can keep them there as long as possible. Fortunately, the web itself has many tools to help you with this. One of the most sensible things you can possibly do for your ecommerce business is to hire the help of an SEO agency. They will be able to work beneath the surface to draw in more visitors to your site – and more visitors usually means more customers, in time.

Treat Them Like Royalty

When you walk into a store, you expect to be treated well, or else you would likely take your custom elsewhere. Quite right. But it is often shocking how many online retail stores do not try to impress their customers in the same way. When you are designing your store, think about it in terms of being a real shop that your customers are wandering into. What can you do to make them feel more appreciated? Whatever it is, it is likely to be effective, as it will encourage them to keep coming back for more – and that is exactly what you are going for here.

Reward Loyalty & Show Gratitude

You would be surprised at how much people appreciate it when a business expresses a simple thank you. If your website does not already do this, you might want to think about changing that. Just because there is no real human interaction there doesn’t mean that you shouldn’t retain that basic politeness people expect in a store. Show that you are grateful for their customer by stating it – but also by rewarding their loyalty. This doesn’t have to be a loyalty card as such (although they are effective); it could just mean emailing them with vouchers after some time has passed. Of course, this will also keep them coming back for more – no bad thing for you.

Once you develop strong relationships with your customers, you will find that you are able to build your business stronger and stronger too. This is the sign that you are on the right path.

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About the author /


Simon is a creative and passionate business leader dedicated to having fun in the pursuit of high performance and personal development. He is co-founder of Applied Change, a Business Change consultancy based in the UK. Simon is also an Ambassador for Gloucestershire business. Simon is an Associate Member of the Chartered Institute of Professional Development.

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