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Loyal customers are extremely important for any business. This is because they are capable of contributing to your store revenue more than new customers. According to this study by Bain, customers spent more on apparels from a brand after knowing the brand for 2-3 years. The figure was 67% higher than what they spent on the first few months after being introduced to the brand. This fact itself should motivate you to maintain long-term relationships with your customers, who tend to trust you more as time goes by. Here, we will look into some of the strategies you can try out to improve customer loyalty in your WooCommerce store. You will also get an overview of some of the best tools you can use for this.
Create a mobile app
While doing a demographic analysis of your customers, you may have noticed that the younger generation of shoppers prefers mobile shopping more than using the desktop. According to this article by Neil Patel, over 52% of millennials use smartphones to shop. As a WooCommerce store owner, you need to make your store ready to address this challenge. Nothing helps here more than having a dedicated mobile app for your store.
Mobile apps help a lot in improving customer loyalty. To begin with, customers who download and install the app are already committing their time to you. Once a significant number of users install the app on their mobile device, your brand recognition will increase. Also, there are more chances of prospective customers seeing and recognizing your brand icon on their mobile screens. This will be a good assistance to your marketing efforts and helps a great deal in developing trust for your store and products. Overall, having a mobile app has become one of the essential items in the checklist of a budding store owner.
You might be postponing the app development citing several reasons such as lack of resources or time. However, solutions like Appmaker.xyz make it pretty effortless to build a mobile app for your WooCommerce store.
With the help of appmaker, you can create a dedicated Android or iOS app for your WooCommerce store from scratch in a matter of minutes. You can customize the design and layout of the app according to the requirements of your store. Moreover, it offers push notifications, which enable you to be proactively in touch with your customers. And you will be able to closely monitor user behavior on the app and accordingly create new promotional strategies. Moreover, it supports multiple languages and payment gateways to make it much easier for you to manage international customers.
Periodically rewarding customers is one of the obvious ways to encourage loyalty. Customers generally love it when you offer a discount or freebie. If you can create a system for this, it can do a lot of good for your long-term strategies in retaining customers. In the WooCommerce landscape, you will find a few good tools to set up a rewards system for customers.
WooCommerce Points and Rewards plugin is a great option to be systematic about rewards on your store. For completing purchases, or for performing some actions like leaving a review, you can reward your customers with points. When they reach a milestone by accumulating a specified number of points, you can let them avail a discount in exchange for the points. This will definitely boost chances for repeat purchases on your store. Customers can avail discounts at product, category or global levels within the upper level defined by the store owner.
With the help of this plugin, you can create customized messages to be displayed on Cart and Checkout pages. You can also use a unique name for the whole process of collecting points and rewards.WooCommerce Points and Rewards plugin is one of the best options for you to set up a reward system on your store.
Configure Pricing Deals
It is no secret that online shoppers love a good deal at all times. With an abundance of choices, customers are somewhat spoiled for choice in the eCommerce world. So there are certain defining factors that are capable to drive customers to your site. Offering a unique pricing strategy is one of them. Dynamic pricing deals for your products will help you build a loyal customer base on your store in no time.
XAdapter Dynamic Pricing and Discounts Plugin offers great scope to offer dynamic pricing on your store. It helps you set up multiple rules to offer price adjustments at various levels on your store. You can configure multiple rules at the same time and define a priority with which it will be applied. With the help of this plugin, you can offer discounts at product, category or cart levels.
The plugin is a great tool to reward customer loyalty. You can create rules to offer discounts or price adjustments based on the amount or number of previous orders from a customer. In addition, you can make it more personalized by offering special prices for loyal customers based on their email id or user roles. Also, it helps you offer layered pricing for wholesale stores, where different customers are offered different prices based on the number of items purchased.
Offer Impeccable Customer Service
Great customer service is another important factor that will differentiate your store from the rest of the pack. A well-organized customer support system should make sure that your customers recognize your brand and develop a comfort zone with you. There are several SaaS-based helpdesk systems that you can choose. However, these tools take away the control of data from you. Having an ‘on-premises’ tool for customer data might be a key factor for a lot of stores. Here is an article that discusses the advantages of using an on-premise helpdesk tool in place of a SaaS, in the post-GDPR perspective.
Lot of store owners, who are using the WordPress-WooCommerce platform, would need a hassle-free, feature-rich helpdesk system like WSDesk. Fundamentally, it helps your customers create support queries by creating tickets using a contact form displayed on your site. However, it does much more than that, with fantastic scope for workflow automation. When you automate the workflow of your customer service department, you can offer quicker resolutions to customer issues.
WSDesk helps you automate the workflow with the help of triggers. You can specify an action based on a particular condition, and avoid manual intervention for a lot of routine aspects of your customer service department. Automatically resolving long pending tickets, prioritizing tickets based on the channels they come from, assigning to a specialist based on ticket keywords, etc. are some of the awesome things you can do with WSDesk. You can read a more detailed piece on what it can do here.
Overall, tools like WSDesk help your support team be more available and productive, and the long-term result would be customer loyalty.
Stay Connected with Live Chat
Most eCommerce customers would like their issues to be resolved instantly. Featuring a live chat option on your site is a great way to handle customer issues quickly. With a live chat window, you are actually opening a continuous communication channel with your customers. It helps you with functionalities that won’t be possible with traditional phone support. And, it can help a lot in creating a personalized customer experience, which is another important factor for customer loyalty.
Advanced tools like LiveChat plugin offer great options to follow up on sales leads on your store. Automatic, personal greetings for customers would be a great way to engage customers in your store. Naturally, this would create a good first impression to new users as well as create a better sense of belonging to repeat customers. In addition, you can gather customer data that would enable you to approach them in a more targeted manner.
If you are able to resolve most of the issues coming from customers quickly, you will create a very good impression among customers. And for more complicated issues, you can justifiably take more time without leaving customers frustrated. You can read this review of LiveChat plugin to understand its features in more detail.
Customer loyalty is an obvious differentiator for business success
According to expert opinion and realistic data, loyal customers bring in more return on investment than new customers. This makes a lot of sense considering the huge financial investment associated with the marketing efforts for acquiring new customers. If you are able to retain customers acquired through different channels, it would significantly increase your chances of conversion too. Having an exclusive mobile app is one of the important steps you need to take in this direction. In addition, a good helpdesk system, a live chat tool, and a reward system too would help a lot in retaining customers. Use your store’s analytics data to identify any potential gaps and accordingly implement these strategies. Leave a comment, if you want to share an insight, or have some query.
Sujith Reghu: Writing on WordPress and WooCommerce with an unflinching focus, and trying to woo the unyielding Google bots.