Singapore has one of the most vibrant and competitive e-commerce industries in South East Asia. Building online customer loyalty is the secret recipe that helps businesses (both new and existing) get a firm footing in the country.
A recent study found out that repeat customers spend 67% more than new customers. This means that a huge percentage of your monthly or annual revenue is dependent on repeat customers.
Here are actionable tips on how to build online customer retention. We will also look at the various customer retention strategies that you can apply to motivate new customers to come back and purchase more products from you.
Simple But Sure Tips for Building Online Customer Loyalty
1: Create Convenient Ways of Communicating with Customers
Constantly communicating with your customers without nagging them will keep your brand fresh in their minds. It will also give you more opportunities to pass along important information such as details of new products and pricing. Take time to create a database with their contact information such as mailing addresses, phone numbers, and email addresses.
Then, use this information to send friendly reminders, newsletters, and even birthday greetings. Your email copy should not always be wired to market your products. Just mentioning your brand once is enough to remind them that your brand still exists and you care about them.
2: Customer Loyalty Programs
Customer loyalty programs are perhaps one the most convenient ways of building online customer loyalty without spending a fortune. Reward customers who frequently shop at your store with discounts and coupons to encourage them to come back for more. The extra rewards can also be special meet-and-greets or privileges such as premium customer support.
The bottom line is that, by creating loyalty programs, you will not only motivate them to do more business with you but also encourage other customers to achieve the same status so as to qualify for the rewards.
3: Provide Different Payment Plans
One of the challenges most startups face is maintaining a consistent flow of income throughout the year especially if the products are seasonal. In some parts of the world, wedding shops get most of their sales during summer due to the favourable weather conditions during this time of the year.
Such a business can ensure that they get sales even during winter and other seasons by providing different payment plans. That is, create a payment plan that customers can leverage to start shopping early by making bit-size payments for the products they desire.
Such an arrangement works for most online shoppers in Singapore rather than paying the full amount once. Make sure the monthly payments are manageable and the payment plans suit your brand’s overall goals and objectives.
4: Strive to Provide Exceptional Customer Service
One of the things that piss of customers not only here in Singapore but also in other parts of the world is poor customer service. A study conducted in 2014 revealed that 51% of online customers decide to terminate their relationship with online businesses due to poor customer service.
They need to know that you do not just want to make money but also care about their needs and feelings. Apart from making sure that your products and services are top-notch, make sure that you address their needs in a professional and timely way.
Rest assured that, if you treat them badly, they will not hesitate to share their experience with other potential customers. Remember word of mouth can either build or ruin the reputation you have worked so hard to build over the years.
5: Heavy Reliance on Technology is not advisable
Thanks to advancements in technology, there are many tools and programs that you can use to create robust customer retention strategies and stay in touch with the target audience seamlessly. Nonetheless, online customers still yearn for a personal connection with brands.
The frustration of been bombarded with automated prompts when shopping at a Singapore online store is nerve-wracking. Some of the businesses have also gone the extra mile to generate automated responses to queries. Unknown to them is that such flaws chase away customers.
The point we are trying to put across is that as you work on building online customer loyalty, stop relying too much on technology to connect with customers and resolve issues that come up. Automated systems may help you save money, but trained customer service personnel who are always available will help enhance customer loyalty and retention rate.
6: Give them a Reason to Be Loyal
Apple is a good example of a global brand that has the highest number of loyal fans. Some of their customers go to great lengths to show the world how much they love and value the company with tattoos, bumper stickers, and even vehement online arguments, especially on Twitter.
As you work on improving customer loyalty, make sure that you also give the target audience a reason to be loyal to your business. The example of what Apple loyal customers do you prove their loyalty is proof that if you do everything possible to ensure that your product and service amicably meet their needs and expectations, they will devote their passion and energy to marketing your brand. Their personal recommendations will enhance your brand awareness efforts as well as customer retention strategies in Singapore.
7: Give them a Head Start
Coffee shops in Singapore are known to create customer loyalty programs that require customers to buy a specific number of drinks to get a free one. Such a head start gives motivates the customers to work towards the main goal, which in this case is getting the freebie.
Irrespective of the nature of your Singapore business, if you give your target customers a head start on the loyalty program, they are most likely going to stick around to the finish line to get the free reward.
The above actionable tips on how to building online customer loyalty in Singapore will help your brand get an upper hand in the market. You can combine some or all of them with your existing customer retention strategies to get even better results.
Get in touch with us for more details about how to enhance customer loyalty online as well as customised digital marketing strategies in Singapore.