To increase customer satisfaction, it is necessary to boost conversions and deepen meaningful customer engagement, creating deeper and more meaningful bonds.
How can you increase their level of satisfaction? By carrying out some specific actions:
Create special events
I offered gifts
Create a community around your brand or product
Offer surprises, such as flash sales or special discounts through loyalty programs
Interact individually with customers on social media
Let your creativity run wild thinking of new ways to delight chinese overseas canada database your customers. The options are almost endless.
►2. Create FOMO
FOMO (Fear of Missing Out) is a powerful motivating force that can be leveraged to drive engagement and improve the customer journey.
After all, if you can make customers feel like they'll be missing out if they don't take the next step, you'll get more results at each stage.
Here are some practical ways to positively increase FOMO in the eCommerce customer journey:
Lists how many items of a product are available for purchase
I included a timer on a shopping page that shows how much time is left for the sale
Shows how many customers viewed a product in the last hour or day
Please note that stock is limited.
Highlight an essential date for an event and create countdown email sequences
When creating a sense of urgency, it is critical to consider how it will be executed.
For example, you might want to avoid coming across as manipulative, as this can turn off customers. On the other hand, if your research suggests it might be appropriate for your audience, especially if they expect a certain attitude from your brand, it could work.
►3. Conduct surveys
Surveys provide information that can help you improve the experience you offer to customers.
In-person and online surveys help you gain insights that metrics and search results don't. You can conduct surveys anywhere, such as:
On-line
In person
Through emails
By clicking on the pages of your website
Think about what information you could use to improve your customers’ experience. Then, you can create a survey that provides the information they need. The possibilities for this approach are endless.
►4. Increase Social Proof
You need potential customers to take the next step, whether it’s clicking through to your site, completing a purchase, or even opening a thank you email.
Potential customers find it easier to take the next step and feel better about doing so when they see they are not alone.
Here are some ways to build social proof:
Highlight customer reviews
Show how many people bought an item
Share testimonies
Posting on social media
Optimizing your eCommerce journey for social proof eliminates many objections customers may have when preparing to take the next step.
►5. Personalize every touchpoint
Customers expect more personalization, and you likely have room to improve this in your customer experience.
With better data collection at every touchpoint, you'll gain more insights and opportunities to further personalize interactions.
Here are some ways to do it:
Add a contact's name to different communication pieces, such as text messages or emails
Tailor offers based on a customer's location, purchases, or browsing history
Implement pop-ups designed for each potential customer's stage of the buyer's journey
Create special offers that match a potential customer's desires
Personalization isn’t just about communicating with your prospect on a first-name basis. It extends to crafting the journey to match their desires and expectations. In fact, sometimes the most effective personalization doesn’t involve words at all.
Now that we understand the eCommerce customer journey and what you can do to improve it, let’s visualize it on a customer journey map.
