I originally wrote this post on the Shopify subreddit but came across this bigger thread and wanted to share here too. It was my first post ever to Reddit! And now I'm addicted.
I am an ecommerce entrepreneur selling on Shopify, and I was having a problem with abandoned checkouts. For every sale I was making, there was an abandoned checkout (someone who filled in their personal details but didn't complete purchase). The Abandoned checkouts were totalling about $3,500 per month at one point. And my auto-emails were only recovery about 10% of them. So I felt bad, because I felt I was leaving over $3,000 on the table. I sell a niche product so I knew they were all HOT leads. Luckily some folks were leaving their phone number so I just decided to call them and ask why they didn't complete their purchase. At first I assumed it was because maybe the price was too high, or shipping cost was unexpected, but even after sending a discount code in the email, it wouldn't really help.
Long story short - calling my abandoned customers just to get feedback was crucial because I learned that there isn't just 1 or 2 reasons why people abandon. There were literally dozens and dozens. It sounds like common sense to me now, but you can't really learn what your customer expects or thinking until you talk to them.
Fast forward, my recovery rate went to 55%!!! Talking to abandoned cart customers was a huge help to my business, not just because talking to the founder put my customers at east and earned trust, but because then i learned what their challenges with my offering was and I changed the copy and design on my website to make it clearer.
This then gave me the idea to call ALL of my customers If it had a 55% recovery rate, I wondered how it would affect repurchase rates. I only do about avg 5-6 sales per day (avg price of $90), so it's been easy to call everyone the next day. I just call and say "thank you" - no strings attached. I show them how much I appreciate their business and their trust in my business. On the call I also ask them if they need anything else from me, if they have any questions. Sometimes I even track their orders and call the day the tracker tells me it's been delivered, so i call to say "I see the package has delivered, how do you like it? Did it arrive OK?"
This REALLY helped me build trust. So many customers even thanked me for my time in calling them (I think because I would say I'm the founder, they would think I'm some big shot and that really made them feel appreciated). My repurchase rates visibly went up, and so did the word-of-mouth buyers.
Anyway, I just wanted to share this with the group. Customer relationships I feel get overlooked. Myself included, I feel many of us get caught up in the email marketing, and FB retargeting, and other marketing automation tools, but we lose sight on the real face to face. Especially for small businesses whose brands are unknown, we need to go above and beyond and make a name for ourselves. Other bigger successful brands have just that...trusted brands. It allows customers to open their wallets more easier (or without even thinking) because they know they can trust their problem will be solved, or their passion will be served.
ALSO, Saying "thank you" has mental and health benefits I read that showing gratitude at least once a day keeps away toxic emotions like greed, jealously, and anxiety.
Curious, what are some other ways some of us here are building bulletproof customer relationships?
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