1) Just selling is not enough. Offer extra information
Be not only a salesperson, but also an advisor to your customers. How to do it?
Write the latest industry information. Invite a successful author to write an entertaining guest article for you. Create an advice board or forum and let customers ask questions about anything related to the products you sell. Work with bloggers.
You can also host an online tutorial to advise clients on how to use the products. Or better yet, you can just hold the training at your place and get to know the customers in person.
2) Communicate proactively, not just for purchases
In email marketing, use automated messaging when a customer takes an action. There are plenty of options, you can send:
- A welcome email that introduces customers to your advantages over your competitors.
- An offer for a product similar to one the customer has already purchased.
- An alert for an abandoned cart. It should include a link to the cart where the customer can complete the order with a few clicks. Don't be afraid to be original.
- A reactivation email with a special offer to customers who haven't purchased from you in a while.
💡 TIP for more advanced: Asking for a review is now a matter of course, even with an automated platform when shopping on Heureka.cz. Even Slevomat sends the review request for you.
You can also request a review from Evaluate.com. Ask the owners in person if the product works as it should, for example after 6 months after purchase. After a longer period of time, the customer has already had some experience with the product and by being proactive you can prevent negative feelings about a complaint, for example.
3) Reward customers
There are plenty of ways to make customers happy even on a small budget. Take advantage of the fact that you know something about your customers, such as their address, date of birth or when their name day is.
- Letter. For example, start by personally thanking your most loyal customers. And it doesn't have to be at the end of the year, as is customary. A nice envelope in the mailbox certainly won't fit in the flood of e‑mail messages.
- A birthday present. It's still an unploughed field in the Czech Republic, yet some shops are trying and sending little surprises to their customers in the mail. You can follow a similar route and offer your customers free postage.
But wouldn't a handwritten card delivered to your mailbox make you happier? When you include a small gift, you can count on making a permanent mark in your customer's memory.
💡 TIP for the more advanced: Focus on the customers who are most loyal to you. According to The Connection, 80% of marketing spend goes towards acquiring new customers. This is despite the fact that acquiring new customers is much more challenging than retaining existing ones, who are more valuable to you.
4) Get inspired
Blogs with marketing tips and advice on improving customer support are plentiful. For example, you can start here:
- Help Scout Blog. Help Scout, a customer support platform, offers advice not only in its home area.
- Shopify Blog. Shopify is a platform used to create an e‑commerce store from A to Z. The blog features daily tips on how to increase conversions, the success of email campaigns or how to build an e‑shop with minimal costs)
- Fonolo Blog. Articles mainly about trends in info lines. Fonolo often hosts useful webinars as well.