Follow these tips to make sure your company is staying ahead of the curve and are “relationship goals” with your customers.
Monitor online reviews and social media for user-generated content to better engage in conversations that your customers care about.
Interview loyal customers, conduct user experience testing, perform competitor analysis, and field research to find out where your customers experience friction.
Record interactions and iterate to increase your speed to purchase (i.e., clicks, input fields, payment, cart abandonment, chat).
Offer a way for customers to make repeatable purchases in a fast, efficient manner. Subscription or reorder programs are a great first step to capture recurring revenue and build long-term relationships with your customers.
Invest extra time and energy in subscription-first campaigns to maximize both the short-term and long-term ROI from this year’s marketing spend.
Audit your social media & channel stack to determine matches where your audience is most active.
Invest more in retention and associate programs like guided selling experiences, chat functions, and ongoing support, that bring hospitality into the purchase experience.
Use options – like buy now, buy later, subscribe now, pause order, skip order, or receive sample products – so that customers can purchase products in a time or place that’s easy and convenient for them.
Make sure there’s enough ongoing value so that your subscribers don’t cancel for a cheaper competitive offer, like “best-price guaranteed,” gifts, cards, and phone calls.
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