There’s a very good chance of getting business again from an existing customer than from a new customer. And that’s a fact every business person knows. So, ideally while businesses look to get new businesses, they are always focussed on maximising sales with existing customers.
The customer acquisition cost is justified and utilised as much as possible. Moreover, a happy customer brings in business through word of mouth also. So, how does one maximise sales with existing customers? Through a well thought out customer engagement plan post purchase.
Check out 5 tips to engage shoppers proactively
A good customer engagement program has time tested strategies like:
1. Suggest a product that goes with the product already purchased.
If you have a customer who has bought a crib from your online store, you understand that he’s shopping for a child. So, it would be a great pitch to send him an email stating the other products that might interest him. A crib requires a mattress, a baby bumper and bedding. And when you understand that there’s a baby at home, you can unleash your inventory of other baby related products at the customer. If the customer has had a positive experience shopping with you the first time, he would think of shopping again with you in case he needs any of the products you pitch.
2. Offer loyalty programmes
People are generally creatures of habit. Especially, when they have had one positive experience with an online store, they like to come back. You can make use of that and offer loyalty programmes where you allow the customer to save reward points and redeem them some day. Or, if a customer buys for a minimum amount, you could offer him a loyalty discount the consecutive times he buys from you. When you bring about the news of the loyalty program right after a successful product purchase, you might get lucky.
3. Ask for Referrals
Your happy customer, after his successful purchase is the best marketing tool you can ever find. So, make the most of it and send him a post purchase email asking for referrals. If he’s satisfied with your store, he will refer you. Offering referral incentives is the way to go here since he will refer you more and more if you promise him significant rewards.
4. Ask for feedback
If you have just completed delivery, don’t forget to ask for feedback and reviews. It makes the customer feels significant. Once you receive feedback, make sure you respond to the feedback.
5. Thank the customer for choosing you
Last, but not the least, be grateful to the customer who has given you business when he could have dealt with some competitor of yours. So, a simple thank you goes a long way in making the customer feel nice. If the purchase is something major, pick up the phone and tell him that he’s made the right choice in choosing you. Of course, you also do your best to deliver your promises. Ask him if the experience has been nice enough and if the answer is not nice, address his grievances.
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