We already know that e-commerce is a booming business worldwide and that, if well planned, will certainly bring the desired return to its investors. A fundamental part of this planning, however, ends up being overlooked by many: the post-sale. Many virtual entrepreneurs are concerned with attracting the buyer and finalizing the order, but they forget that they should invest in the loyalty of those who bought their products.
Conquering customers is a lot of work, really. You need to invest in SEO, email marketing, be in the price comparators, among other strategies. So why waste those who were conquered? There are many ways to get future purchases from a newly acquired customer. They say that the good child at home makes it, and this is absolutely true in e-commerce, because those who have a good experience in an online purchase, will treasure the name of the store. But how to provide good experiences?
The first thing to do is to become aware that the service makes all the difference. Forget the primitive idea that just put the website up and deliver the products. Make available as many service channels as you can.
In addition to increasing customer confidence, this measure facilitates negotiation of eventual exchanges. At the same time, attention should be paid to social networks. Customers choose the most convenient form of contact. Be prepared to serve them.
Another factor that helps a lot is to send a discount coupon along with the first delivery. Of course the person can lose this coupon, but it is at this moment that comes the attention of the seller. It is important to restrain reminders to the customer’s email box to remind you of the benefit. Sending dozens of messages a week does not help at all. Quite the opposite.
Your brand ends up falling in the spam box and you can say goodbye to that consumer. Use this tactic wisely. Seduce people based on their latest purchases. For example, if a person has purchased a TV, offer a discount on the purchase of a home theater device.
Of course the discount needs to be worth it. R $ 5,00 or R $ 10,00 do not trust anyone. If you do not want to lower your profit margin so much, that’s okay. Offer free shipping for the next purchase. It is a ridiculous value to sellers, but it makes a big difference to who is buying. The promotion must have a validity, so that the person bother to lose the opportunity. This increases the effectiveness of the action.
But the most important thing is to ensure delivery in the right way. Eventually, the need to exchange goods will arise. In that case, never create obstacles. A customer that can make merchandise exchanges without difficulties not only re-buy, as indicated by e-commerce.
Toasts are always welcome and activate the sympathy of people. In short, any attitude that shows that you are a careful and thoughtful entrepreneur will add up points for new requests.