Before thinking about expanding and expanding your list of consumers, it is important that an e-commerce company knows how to create a solid bond with the customers it already has. Building customer loyalty is nothing more than the act of making certain people who have already consumed an e-commerce website loyal to that brand, making them buy from the same company again. All of this helps to strengthen the brand's image in society, helping it to gain a greater space within an environment full of information and competitiveness that is the internet. Bearing in mind the importance of this subject, the following text was written to address tactics for building customer loyalty within one of the biggest trends in the world of commerce: e-commerce. Why retain customers in e-commerce? Customer loyalty is, first and foremost, an action that involves profitability and expenses, after all, research shows that selling to an old customer can be up to five times cheaper than selling to a new consumer. The reason for this is that a person who already knows the products and services offered by an e-commerce, if they have had a satisfactory experience, will most likely return to consume from a space that is already familiar to them.
An e-commerce that promotes the sale of generators , for example, does not need to worry about attraction actions so that someone becomes aware of the products and the company in question. In this case, customer loyalty occurs through other techniques. Another important detail that makes the act of customer loyalty so essential for e-commerce is that consumers, who receive exemplary treatment, tend to recommend the service or product purchased to other people. Thus, a loyal customer ends up carrying out a type of spontaneous “advertising” of a brand to their acquaintances. This effect becomes even more powerful Europe Mobile Number List when the loyal consumer is an influencer, that is, someone capable of influencing the actions and consumption patterns of other people. As a result, an e-commerce that sells galvanized pipes and connections , for example, is able to gain a large legion of fans just through someone (perhaps an expert in the field of piping) who appreciated the quality of the steel products offered. How to achieve loyalty? Before we explain what strategies are necessary to gain customer loyalty, it is necessary to know, first, that this process is the continuation of the entire journey that a consumer goes through until, in fact, purchasing a product or service.
Firstly, e-commerce seeks to attract the attention of users who are online, which can be done by posting content. After that, these users become leads (potential customers) from the moment they show interest in purchasing a certain product or service. Finally, the purchase occurs. The mistake of many e-commerce companies is thinking that the customer's journey ends there, when they finally become a consumer of a product. However, in a world in which pre-, during and post-sales experience is becoming a key tool for some companies to stand out above others. It is necessary to ensure that customer satisfaction does not come only from the quality of a product or service. It is with this issue in mind that an e-commerce can make use of the following strategies: 1) After-sales technical support Having a team that offers customer service after the sale is a privilege for few e-commerces, as many e-commerces only have a Customer Service Center (SAC) for matters before the purchase. Technical support is used when a person, after purchasing a certain product, has a problem and needs to resolve it with someone. It is at this point that the e-commerce company that sold the product to this customer needs to assert itself as supporting his needs through excellent service.company in SP , for example, can send him congratulations on his birthday, showing that this e-commerce remembered that consumer.