Offer customer support to boost loyalty

New Ideas in MarketingEssential news for marketers, summarised by YouGov
February 16, 2021, 1:29 AM GMT+0

As per data shared in the article, customers engaged highly by a brand will make purchases more often (90%), and spend more (60%) as compared to a new customer, per transaction.

To win customer loyalty, ecommerce brands are suggested to value consumers’ opinions in addition to engaging with them frequently. Optimise fulfilment processes, conduct strict product quality control checks, ensure timely delivery to improve customer service and minimise product returns.

Creating loyalty programs and offering incentives like free shipping or sales offers can prompt repeat purchases. Provide discount coupons through newsletters and post engaging social media content, like customer stories or user-generated content, to drive engagement.

Brands can survey consumers and source customer data from online reviews to identify limitations and work on them. Offering easy, risk-free returns and exchanges encourages repeat purchases. Additionally, contributing to a social cause can win customers’ loyalty.

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