Keeping customers happy has never been easy. And things get harder when you’re running an online or e-commerce business, because you have fewer touchpoints with your customers. It’s pretty rare that you come face to face with your clientele, which makes leaving a positive impression that much harder.
It can be done, though. You can maintain a high level of customer satisfaction and cultivate strong brand loyalty if you take the right steps. If you’re willing to treat your customers as individuals rather than just a revenue stream, you’ll quickly find that your customers appreciate the respect.
Start With a Quality Product/Service
Making a quality product or delivering a world-class service will make more of a difference than anything else. Apple computers are an excellent example—they’ve built a whole brand around well-designed, reliable machines.
That said, not everyone can (or wants to) deliver top-of-the-line products. If you fall into this category, consider delivering the best price you can, while still offering a dependable product. You can often make up the difference by offering an economical alternative to your competitors. Just be sure not to skimp too much on the quality in the process. Customers will praise you for it.
Build a Brand Customers Can Identify With
Apple is a good example for another reason: they’ve created an identity for themselves, and one that their customers buy into. Customers don’t just buy one Apple product; they buy the whole suite of them. They’re not just buying a product, they’re buying a lifestyle.
You can duplicate this effect in your own business by creating a strong brand. Start with a quality offering and supplement it with strong content marketing, effective advertising, and consistent branding tailored to a specific audience.
Engage With Your Customers On Social Media
Social media has really changed the game and opened a lot of avenues that weren’t there before. Interact with your customers online. Respond to your devoted fans. Reach out to those who complain. Show to everyone that you’re a class act and that you don’t come down to the level of bullies. People will respect you for it.
Add a Personal Touch
When all else fails, start generating new touch points. Doing things like adding hand-written letters to product boxes, sending out thank you emails when a customer makes a purchase, or creating unique packaging for the product can go a long way towards making the whole buying experience memorable for the customer. And if you need help getting those products to your customers, a top-notch logistics service can help you give them the satisfaction they deserve.