4 Ways to Improve Customer Engagement for eCommerce

Have Strong Product Content

Personalize Emails

Allow Customer Feedback

  • Thank them for their feedback — It may feel counterintuitive with customers that are particularly nasty, but, even in those cases, it’s best to start on a positive note.
  • Address their concerns as succinctly as possible — Since you’re in a public forum it’s best to get to the point quickly. Anything overly complicated or long could start to feel as though you’re avoiding an answer.
  • If you made a mistake, own it — There’s a quote I love, which is, “anytime you argue with a customer you lose.” You may have an explanation, but in a heated moment, it doesn’t really matter. We all make mistakes, and you’ll only make things worse if you try to shift blame.
  • Give options to continue the conversation privately — There’s a point at which when a public conversation begins to hurt more than it’s helping. If there’s more than a few messages sent back-and-forth, it might be time to take it private.

Remove Barriers

Conclusion

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