Customers are savvier than ever before. They know what they want and how to get it, which means you have to step up your game to keep them coming back for more.
If you're not careful, one little slip-up can be the difference between a loyal customer who's there when times are tough and an unhappy customer that feels like they've wasted their time on your brand. Find out things that drive customers away - so you can avoid making these mistakes.
Lack of Automation
Recent statistics show that businesses that embrace marketing automation experience up to 14.5% growth in sales productivity. As a modern marketer, you need to find ways of automating your marketing process to make it more streamlined and efficient.
With customers increasingly opting for online purchases, it's paramount to have a streamlined process in place that allows you to fulfill orders quickly and effectively.
You need to create an automated system for each stage of your sales funnel so customers can have their needs met as soon as possible. If they're spending more time waiting on the next step rather than enjoying what you have to offer, they're going to leave.
Lack of Personalization
Personalized experiences are more likely to lead to purchase and more likely to make that customer feel valued and respected by the brand.
When it comes to loyalty - people want brands that remember them, their preferences, and what makes them tick. Up to 44% of customers say they would go for a repeat purchase after experiencing a personalized service.
Building a customer profile and keeping it up to date is the best way to personalize your customers' experiences with your brand. This allows you to engage them more effectively and be there for their every need on an ongoing basis, rather than just at first contact on their initial purchase.
Incomplete Brand Consistency
As a business, you have an obligation to build trust with the customer base by keeping your products and services consistent. Your customers will be able to tell when you're unorganized, and they'll jump ship faster than ever before if the experience is sub-par.
Your business needs to have a cohesive identity communicated across all of your platforms - whether it's social media, website, or print materials. This allows clients to build familiarity with your brand and know what to expect from you.
Lack of a Good Customer Experience
Customers are sharing their experiences with the brands they've chosen more than ever before, so poor customer service can spell disaster for any business that doesn't do enough to stand out among its competitors.
A negative customer experience can be anything from dealing with rude staff members, long response times when you're reaching out for help, or even an issue that was never resolved.
Customers are increasingly demanding brands - they want responsive service at all hours of the day and instant solutions to their problems whenever possible. It's up to your brand to prove it can handle any situation.
Few things can be as frustrating as finding what you want, only to find out it's not available in your size or style. Worse still, if the product or service remains out of stock for long, you may find yourself completely turned away from your brand for good.
Make sure your customers know they're getting exactly what they want - and not something that will leave them disappointed with the result. If there's a shortage in stock or it takes too long to ship an order out, most people won't wait around to see if things improve.
You can avoid this problem by having enough of your product in stock at all times. It's also a good idea to offer multiple options for each item or service you provide, so customers can get what they want without having to wait around forever.
Customer Support Is Unhelpful
It's common for customers to turn around and leave a bad review if they feel like your support staff is unhelpful or too slow with their responses - so you must have the right people on hand who can resolve problems quickly and effectively.
Your customer service agents should be able to help with any issue a customer might have - from technical queries to refunds and more. It's also important that they're able to provide extensive, helpful information about your product or service without making the process needlessly complicated.
If you find yourself struggling with this aspect of running a business, it may be time to upgrade staff - either through hiring new people or bringing in a professional agency to take care of your support team.
Poor Website Performance
In the past few years, online retail has boomed due to its convenience and ease of access - but if you're not keeping up with customer expectations, it's going to be difficult for them to stick around on your website.
With up to 5.29 billion global phone users, and 4.88 billion devices connected to the internet, customers are expecting quick and reliable access to everything they want - including your brand's website.
This means you need to provide a user-friendly experience that doesn't take forever for customers to load or run slowly on their phone or tablet. You'll have a chance to impress them if your website is easy to navigate and provides all the information they need.
Your web hosting packages also need to be able to handle a significant increase in traffic - so make sure you invest in high-quality internet service from a provider who knows what they're doing before it becomes an issue for your customers.
Grow Your Business with Measurable Results
If you're looking to take your business to the next level, it's time for you to get serious about digital marketing. Emagine is here to help. Whether you need help with social media management, email marketing, or online PR - we've got you covered.
Our award-winning team has helped our clients grow their digital footprint to unimaginable heights. We're ready to put the same expertise in your hands so that you can achieve success like never before. Contact us today to learn more about how we can help you grow your business.