How do you get to know your online customers? It seems very easy to do this if you have an actual store or establishment. Take a local salon owner who knows each and every patron that comes in her shop. She recognizes the lady with the dog that usually asks for a short trim along with a manicure. She also knows that a particular patron wants to have her tresses shampooed after a trim and before a blow dry. Every little act of personalization counts in an actual business and it is very easy to do so. Entrepreneur had a great article related to this last month. But how do you actually do this when you have never met your online customers before? How do you know what the customer wants when about 98% of people that visit your site are anonymous?
A business owner has to take certain cues from his visitors when maintaining an e commerce site. Here are some basic rules to follow:
- Just like in an actual store, greet your customers. As soon as they land on your site, offer a warm welcome on your home page and invite them to come in. customers love to be treated really special and just like ushering them in your store, show them the best merchandise that you have. Remember that they have come a long way to find your site and these special products are mainly the reasons why they have found you!
- Give them a welcome discount. Everyone loves to get a discount offer even for 10% off the retail price. Understand that most online customers are comparing suppliers and online shop prices and giving them even an extra discount could make them notice your site and buy. And even an anonymous customer could appreciate a discount. You may also use promo codes or new member discount offers and free delivery offers just to make your new customers welcome!
- A loosely relevant offer could also be a surprising treat for your customers. For instance, a customer came from a location where there it is most likely raining all the time. Your homepage may offer a free umbrella or a poncho; surprise your customers with a personalized handling of their purchases and you will be surprised as to how these customers will keep on coming back for more.
- As your new customer tries your products or services for the first time, you may now make their buying experience even more personalized. After purchasing, your customer will likely have provided information about her like her delivery address, phone number, email address so many more information to help you create a specific buying preference. This is the time to send her emails about products that you think she may appreciate or some new discount offers and services that you think that she might need. Little by little, you will be able to create a profile for your customers and finally connect in a more personalized and special way.