November 01, 2015
Customers are the engine that drives all of our ecommerce stores. Without customers, we have no sales!
However, in the pursuit of building your online store, it is inevitable that you will run into both your dream, and nightmare customers.
In general, as a goal, you want more of your dream customers, and less of those nightmare ones.
And it's also true that birds of a feather flock together.Your dream customers are likely to be friends, or know OTHER customers just like them.
So, if you have some majorly amazing customers that already support your business, it is in your best interest to reward those customers for their ongoing loyalty.
This week, I'll share with you 3 strategies for rewarding loyal, and repeat customers of your online store.
First things first, you need to identify these dream customers. Not all repeat customers are created equal. The best way to start is to take your customer database (super easy in shopify) and segment based on number of sales, or total spend over the past year or 18 months - whichever is most meaningful to you.
Create a list, and vet out any consistent complainers, refunders, or otherwise high maintenance customers.
Lastly, make sure you have permission to contact them via email or direct mail (if that's a route you will take), and notate that on your dream customer list.
Now, let's get to rewarding those dream customers.
Acknowledging your gratitude to your dream customers does not need to cost a thing.
A few easy but personal acknowledgments you can try immediately:
Think about keeping it simple, personal and meaningful. Speak from the heart, your customers will appreciate it.
Add a little 'surprise and delight' to your best customers' next order by giving them something for nothing.
Use this strategy only for your best and likely to repeat customers as it requires investment monetarily or product wise.
A couple of suggestions that add that bonus element to their next order:
Try to visualize what might bring delight to a customer when they open up their next order from you, and make it happen.
The last strategy to reward your best customers is to offer them strategic discounts or promotions on the product you know they want, or want more of.
The easiest way to do this is via email. This will require the ability to sub-segment your list based on purchase behaviour, and retarget those with specific offers based on their past behaviour, and future prospects.
Several things to look at when re-targeting your dream customers with offers:
The goal with these promotions is to drive targeted traffic back to your website, and bring your best customers back.
You also want your best customers to know that you are looking out for their best interests, by keeping them top of mind as well with the right information at the right time.
Dream customers are like gold.
We all want more of them, but we cannot forget to acknowledge, cherish and continue to court them back to your brand.
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Wishing you much abundance + retail bliss,
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