Are you selling online? Do you collect customer data and details but do nothing with it? Then read on why you need e-commerce automation implemented to assist you in driving sales and ensuring guest satisfaction.
Everyone can agree that customer acquisition is an expensive and ongoing exercise. Every year the marketing budget seems to increase when it comes to dollars needed to invest in SEO, social media advertising, online marketing, PR, print and of course the staff and resources to tackle the monumental task of reaching new relevant customers. For so many businesses this is the sole focus, however too often than not though customers (maybe even you) are sitting on a goldmine but you’ve no idea where to start or how to use your customer data. If this is you, then we need to talk, because you’re sitting on a mountain of golden eggs just waiting to hatch.
What are these magical golden eggs we’re talking about? Your existing customers! You’ve already spent the money to reel them in, and it’s worked! Now let’s give them some love and gently nudge them to purchase from you again. Beyond generic marketing and new product releases you should be encouraging them to become repeat customers and there is no better way to do that than to have a personal conversation with them, about their previous interaction with your brand.
Outside name, address, and phone number, the information we gather from customers when they make an online purchase provides insight into their habits and tendencies. It’s like tapping into their minds and getting a new understanding of what makes them tick. Why not open Pandora’s box and use this information to reel those customers back in time and time again?
But I hear you saying, “I’m busy” or “I don’t even know how or where to start” with automation, and that’s where we come in to “setting and forgetting” and putting in place some smart automation that works harder and smarter for you. With marketing automation, we can use the customer insights we collect during their purchase process and set up a whole myriad of automated communication.
There is no end to the different sequences of messages that can be built. Each action your customer takes can trigger a different series of messages, thus allowing you to really tailor your post-purchase communications and beyond. With automation, you’re encouraging repeat business, loyalty and further solidifying your brand in the minds and hearts of your customers. This can be done based on products or services they purchased when they last had an interaction or even how many interactions they’ve had.
Email is quite often the most used type of automation to communicate with customers post purchase but did you know that SMS is just as (if not more effective) in the re-engagement process and when used together they are a very solid weapon in your business arsenal.
But.. “WHY DOES IT WORK”… Good question and we’re glad you asked. Automation allows you to communicate to your customers on a very personal level without committing the time to actually call a customer directly. Its success is proven!
This type of 1:1 messaging yields between 30-40% higher response rates than a general marketing campaign. Technology has delivered convenience to the masses, and now you should be using that same technology to speak to your customers as if there is no technology at all. Speaking to your customers directly, thanking them for their business, and communicating with them about the specifics of their purchase is not only appreciated but it is remembered. Thus helping steer the customer in your direction for the next time. The more of these conversations you have, the better retention you will receive.
Most things don’t come easy, most things come because you poured your blood, sweat, tears, and time into them. But when it comes to moulding loyal and repeat customers, it doesn’t have to be this way. You can work smart, not hard. If you’ve an online store or are about to set one up, need more sales or need help with your customer service and comms get in touch. We’d love to show you how you can use our product Creative Little Soul-utions to set up some smart automations for you and your business.
