If you’re an online business owner, then you know how important it is to make customers happy and keep them happy. Not only is customer retention good for sales, but it’s also vital for keeping your brand’s name and reputation in a good light. If customers are happy with their experience, they’ll keep coming back and, perhaps, convince their friends and families to come check you out too.
But, what’s the best way to foster loyalty in customers and encourage repeat orders? Of course, there are many factors to this process, and a variety of approaches that you can take to maintain your customer base. Today, we’ll go through 5 of the best tools you can enable on your eCommerce website that can help you to achieve valuable customer loyalty and repeat purchases.
1. ZinRelo: Loyalty Rewards Program
If you want your customers to come back to your store time and time again, you’ll have to give them an incentive to do so. Of course, having good quality products is an important factor in that equation; but, utilizing a customer loyalty program like ZinRelo can incentivize their repeat business by giving them rewards every time they visit your site.
With ZinRelo, you can reward customers for an infinite number of activities and forms of engagement. While you’re able to add unlimited custom activities, their program comes built-in with at least 10:
● Make a purchases
● Referral program
● Account creation
● Subscribe to newsletter
● Birthday bonus
● Winback bonus
● Social media follows
● Social media shares
● Leave a review
● Photo sharing
By providing the incentive of reward points to customers in a variety of different ways, you’ll be encouraging them to keep engaging with your store to both earn those points and spend them on products and benefits. One of the best things that ZinRelo offers is its support for social sharing as a rewardable action, which is something that many other loyalty rewards programs don’t include.
To use their service, you’ll have to choose from a selection of subscription plans, which range from free to $350/month. The plan you ultimately go with will depend on how many loyalty members you’d like to support; their free plan supports up to 1,000 members, for example.
2. 3dfeedback: Customer Feedback
A great way to keep engagement going with your customers and turn them into brand loyalists is by simply listening to them. Customer feedback is vital to your business, because it not only helps you to improve on your own products and practices, but it also makes customers feel satisfied that they’re being heard. Through encouraging customer feedback, you’re letting visitors know that you value their opinion and that you want to hear from them.
With 3dfeedback, you’ll be able to add a customized feedback button to your online storefront. Users can simply click on the feedback button and enter their feedback into the fields provided (which you can also customize). This form is a great way to gain customer insight and contact information so you can establish long-lasting relationships that will keep visitors loyal. And, if you’re actually able to accommodate their feedback and make the changes they desire, your brand’s attention to detail will be seen as extremely impressive and built for customer satisfaction.
In order to use 3dfeedback, you’ll either need a 3dcart online store on the Basic, Plus, and Pro that includes the feature, or you’ll have to sign up for the $29/month subscription (if you’re on the 3dcart Startup plan).
3. LiveAgent: Customer Helpdesk
While feedback is a great asset, many customers will end up needed real support if they encounter any issues or have any questions while using your online store. In these cases, you have a great opportunity to establish loyal customers if you can handle their issues quickly, effectively, and in a personalized way. One of the best ways to accomplish this is by enabling a live chat support function on your online store, allowing your users to get in touch with you directly. For this, we recommend LiveAgent’s multi-channel helpdesk.
LiveAgent’s live chat software will help you be in direct contact with customers in the fastest way possible, giving your brand the chance to show customers just how much you care about their experience and satisfaction. Their software also includes an all-in-one support ticket system and a self-service portal that customers can use to get help they need in other ways, which definitely does not go unappreciated.
In addition to a 14-day free trial, LiveAgent offers a variety of monthly subscription plans meant to fit differently sized online stores, with prices ranging from $15 to $39 per user/month.
4. Rejoiner: Email Marketing
Even when customers leave your site, you’re going to want to keep in touch with them and maintain a certain level of engagement to keep them loyal. One of the most tried-and-true methods of converting customers and boosting engagement is through email marketing; specifically, personalized and behavioral-based email automation. For this task, we recommend the email marketing solution Rejoiner.
Using Rejoiner, you can customize the customer journey and how you want their software to respond at different points. You can target specific groups of customers, divided by purchases, demographics, and engagement, to better personalize your email marketing efforts. Using lifecycle triggers, you can have Rejoiner’s software send automated emails at the perfect time to drive revenue and get engagement from customers. This is an extremely effective way to keep in constant contact with customers in a personalized way that they’ll pay attention to and appreciate.
If you’d like to sign up and enable Rejoiner on your online store, the cost of their plan will vary depending on how many contacts and emails you have/need. For example, their cheapest plan is $20/month and covers 500 contacts with 5,000 emails.
5. HubSpot: CRM Software
CRM, or customer relationship management, is at the core of making customers happy and loyal. Technically, all of the previous tools would fall under “customer relationship management” since they’re all hyper-focused on specific aspects of maintaining a customer relationship. But, it’s important to have a hub that you can refer to in order to gauge what your customers are doing, how they’re engaging with your store, how they’re talking about your brand online, and more. With HubSpot CRM, you can do all of that (and more).
HubSpot CRM combines almost everything you need to manage your customer relationships, allowing you to track purchases and actions, observe and control the customer journey, utilize social monitoring tools to keep an eye on discussion, and tailor your content to boost customer loyalty. Their software comes packed with reporting and insights, so you can see what’s working and what isn’t with your customers. Using this information, you can better approach all of your customer retention efforts and better target your loyal ones to keep them coming back.
Quite possibly the most notable aspect of HubSpot’s CRM software is that it’s free to use, so you don’t have to worry about adding a subscription fee to your budget. We recommend starting your CRM efforts with HubSpot’s software because it’s free and gives you a taste of many of the other tools we discussed in this blog.
There’s a long list of ways that you can encourage repeat orders from your most loyal customers, all of which are effective at getting the job done in their own way. The best approach is definitely a multi-faceted one, because having all of these features in action on your online store is sure to give customers a lasting positive impression. But, remember that, behind every great tool must be a great team; don’t forget to hire and manage an effective customer support and service staff that can use these tools right and put the much-needed human element into customer relationship management.
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