At Corso, we don’t call our team a “customer support” team, it’s our concierge support team. Let us explain why.

Building the CX Journey

As we were building our CX journey at Corso, we had to define what kind of experience we wanted to provide for our brands’ customers. Speaking as former controlling CX leaders and owners of brands ourselves, we understood how controlling brand leaders and owners are about their CX. Any interaction had with a customer on their behalf is a delicate situation. We knew we had to get this balance right and prove to brands every day that their customers were in safe hands.

The Concierge Experience

We honed in on this idea of a “concierge experience.” We wanted to be the gold standard, white glove, Ritz Carlton of CX. So we got to work and researched and surveyed brands. We thought about our own experiences as end consumers and reflected on our collective CS experience running and working at companies inside and outside of Ecommerce.

Firstly, we determined that people needed to be at the center of everything we did. It would allow us to go “above and beyond” when we needed to for a brand’s customer. This includes allowing us to send a customer something extra, pay the difference for an alternate item if something is out of stock, or expedite shipping if their missing package is for an upcoming birthday or event. 

Most importantly, we recognize that customers only reach out to Corso when something has gone wrong and sometimes they just need to be heard. We can acknowledge, empathize and say “I’m so sorry this happened, let’s make it right.” It would be much easier and frankly cheaper to just mark their issue as pending, have either a person or algorithm click to approve or deny the issue, and then send an automated message of the results and, if they have any questions, reach out to a generic support email. However, by taking the time to make that customer feel heard, appreciated, and valued as opposed to being another ticket to resolve, the Corso Concierge team helps to boost brand loyalty and increase customer lifetime value.

Dive into some of our brand stories and how Corso has helped to elevate their customer’s experiences.

The Humans Behind The CX Experience

We also wanted to ensure our team was familiar with the brands we would be working with, had context with the brand’s customers, and could speak using the brand’s voice. Again, we could have saved on costs by outsourcing this or hiring an excellent team overseas. But we wanted such a central part of Corso to be just that, a central part of Corso. A team that responds to clients in an instant on Slack, peers with our brands that live in the same cities, and were fans and customers of the brands, just like we are.

From Vision to Fruition

It’s exciting to see this vision come to fruition and how the results have manifested in a myriad of ways. From winning awards for our exceptional CSAT scores to having our brands reach out to handle additional CS services for them. Not to mention the thousands and thousands of remarkable reviews we’ve received from end customers. We truly believe we’ve nailed that gold standard we set out to achieve and we’re continuing to improve.

In today’s ever-evolving world of ecommerce, ensuring a smooth and secure shopping experience for your customers is paramount. An overwhelming 90% of customers emphasize that the post-purchase experience is as important as product quality. With the ever-increasing number of packages being shipped and an increase in porch piracy, comprehensive package protection is crucial. This guide will provide brands with a complete understanding of what package protection is, why it’s essential, and how it can benefit your business and your customers.

What Is Package Protection?

Package protection, often also referred to as shipping protection, is a service offered by brands and ecommerce platforms to safeguard customers’ orders during transit. It covers the potential risks associated with shipping, such as package loss, damage, or theft. In the event of such mishaps, package protection ensures that customers receive replacements of full compensation for their orders.

How Does Package Protection Work?

When a customer experiences a shipping issue, they can file a claim directly with the brand’s package protection provider. This contact information will be sent to the customer with the order confirmation and/or shipping confirmation. Once the claim is approved, the lost or damaged items will be replaced or reimbursed. This not only ensures that customers receive their products in the condition they expect. This also safeguards brands’ revenue, as the package protection service takes on the financial responsibility for resolving these issues. Win-win!

The Importance of Package Protection

Enhancing Customer Trust 

Offering package protection demonstrates a brand’s commitment to customer satisfaction and reliability. This, in turn, fosters trust among customers, making them more likely to choose a brand that values their peace of mind. Customers appreciate knowing that a brand stands behind the safe delivery of their products. This helps to increase their trust in the brand’s integrity and dedication to quality service.

Want to hear what customers have to say? Click here for real package protection customer testimonials.

Cost Savings 

For brands, package protection can lead to significant cost savings. Instead of bearing the financial burden of replacing lost or damaged items, brands can rely on the package protection service to mitigate these costs. This preserves their revenue and profitability. Choosing this cost-effective approach ensures that brands don’t suffer financial setbacks due to unforeseen shipping mishaps or porch pirates. In turn, this helps to maintain their financial health.

Improved Post-Purchase Experience 

A positive post-purchase experience is vital for retaining customers and building brand loyalty. When brands ensure that customers receive their orders undamaged and on time, they contribute to an overall pleasant shopping journey. Satisfied customers are more likely to share their positive experiences. This can result in increased word-of-mouth referrals and recurring business. The post-purchase experience is an essential aspect of brand-consumer relationships, and it greatly influences customer retention.

Better Customer Service 

In the event of shipping issues, package protection allows brands to provide efficient and hassle-free solutions for their customers. This showcases excellent customer service and support, further strengthening the brand’s reputation. The protection provider quickly and effectively addresses issues like lost or damaged packages. This level of service leaves a positive impression and, despite the customer service from the protection provider, still demonstrates the brand’s dedication to customer satisfaction.

Time Savings 

Handling shipping problems can be time-consuming and complex. With package protection in place, brands save valuable time and resources. This allows them to focus on their core operations and deliver exceptional customer experiences. Brands don’t need to dedicate extensive time and effort to handle individual customer claims and disputes. The package protection service takes on this responsibility. This time-saving benefit allows brands to concentrate on other critical aspects of their business, further enhancing efficiency and productivity.

The Benefits of Green Shipping Protection

Consumers are demanding brands to provide more sustainable options in today’s increasingly eco-conscious world. This demand has increased the popularity of Green Shipping Protection. This shipping protection not only safeguards your customers’ orders but also contributes to a more sustainable future by offsetting carbon emissions associated with the shipping of the order. It aligns your brand with environmentally responsible practices, appealing to eco-conscious consumers.

The Customer Experience

From the moment a customer places an order to the delivery at their doorstep, the customer experience is at the heart of package protection. When customers know that their orders are safeguarded, they experience increased peace of mind and confidence in your brand. It’s all part of creating a delightful and memorable shopping experience that keeps customers returning.

Learn how Corso Green Shipping Protection has helped brands just like yours!

The Bottom Line

Brands that prioritize the safety and security of their customers’ orders are better positioned to thrive in today’s competitive ecommerce market. Package protection is not only a safety net for customers but also a strategic investment in your brand’s reputation and customer loyalty.

As you explore the world of package protection for your brand, consider the different coverage options and the eco-friendly benefits of green package protection. By making this choice, you’re not only safeguarding your customers’ orders but also making a positive impact on the environment and ensuring a brighter, more secure future for your business.

The post-purchase experience is a crucial but often underestimated phase in the customer journey. It covers all interactions a customer has with a business after they complete a purchase. This comprehensive guide explores the post-purchase experience, its significance for businesses, and how it can be optimized to boost customer satisfaction, loyalty, and customer lifetime value (CLV).

What is the Post-Purchase Experience? 

The post-purchase experience extends far beyond the moment a customer clicks the “buy” button. It encompasses every interaction that follows, from order confirmation and product delivery to customer support, returns, and future purchases. It’s the bridge between a one-time transaction and a long-term customer relationship.

68% of customers believe that a brand’s post-purchase experience is crucial. – Zendesk

Why Does the Post-Purchase Experience Matter?

Enhanced Customer Satisfaction

Providing an exceptional post-purchase experience can significantly impact customer satisfaction. According to Zendesk, 68% of customers believe that a brand’s post-purchase experience is crucial.

Customer Loyalty and Retention

Happy customers are more likely to return. A well-managed post-purchase experience can boost customer loyalty and increase CLV. In fact, a 5% increase in customer retention can lead to a 25-95% increase in profits.

Word-of-Mouth Marketing

Satisfied customers become your best brand advocates. They share their positive experiences with friends and family, generating valuable word-of-mouth marketing. A single recommendation can have a powerful ripple effect on future sales.

The Impact on Customer Lifetime Value (CLV)

When customers have a positive post-purchase experience, they are more likely to return for future purchases, thus extending their relationship with the brand. This continuity increases their CLV, as they continue to contribute revenue over an extended period. Additionally, satisfied customers are more inclined to become loyal advocates, referring others and contributing even more to the brand’s revenue stream. On the other hand, a poor post-purchase experience can lead to dissatisfaction, potentially resulting in lost customers and reduced CLV. Therefore, investing in and optimizing the post-purchase experience is a strategic approach to enhance CLV and ensure long-term business success.

Strategies to Enhance the Post-Purchase Experience

• Clear Communication: Keep customers informed about their order status, shipping, and delivery. Send order confirmation emails, shipping updates, and delivery notifications. Transparency builds trust. Once they’ve received their order, continue communications to keep them updated with new products, sales, and valuable and relevant information.
• Seamless Returns and Refunds: Make the returns process hassle-free. Research shows that 92% of customers will buy again if the return process is easy.
• Personalization: Leverage data to personalize the post-purchase experience. Recommend related products based on their purchase history, offer exclusive discounts, and show appreciation.
• Exceptional Customer Support: Prompt and efficient customer support is essential. Be available through various channels – phone, chat, email – to address queries or concerns quickly.
• Request Feedback: Ask for feedback about the product and the overall experience. Customer feedback is invaluable for making improvements and demonstrating that you value their opinions.
• Surprise and Delight: Occasionally, surprise customers with unexpected perks like freebies, handwritten thank-you notes, or loyalty program rewards. These small gestures can make a big impact.

Learn how Corso can enhance your brand’s post-purchase experience and keep customers returning time and time again.

Measuring and Analyzing the Post-Purchase Experience

Measuring and analyzing the post-purchase experience is essential for businesses to refine their strategies and enhance customer satisfaction. Key metrics to consider include customer feedback and reviews, Net Promoter Score (NPS), customer retention rates, and repeat purchase behavior. Customer surveys and feedback forms can provide valuable insights into their experiences. Analyzing this data allows businesses to identify pain points, areas for improvement, and customer preferences. Additionally, tracking customer retention rates and the frequency of repeat purchases helps gauge loyalty and satisfaction levels. Utilizing these metrics enables businesses to make informed decisions and tailor their post-purchase strategies for long-term success.

Click here for a full breakdown on how to improve your post-purchase experience.

In Summary

The post-purchase experience is not just a concluding chapter; it’s an ongoing experience that shapes customer relationships and influences the success of businesses. By prioritizing customer satisfaction, optimizing every touchpoint, and leveraging personalization, businesses can turn one-time buyers into loyal advocates, fostering growth, and profitability in the long run. In the competitive landscape of today’s market, mastering the post-purchase experience is no longer an option, it’s a strategic imperative.

As the holiday season approaches, brands are gearing up for one of the most lucrative times of the year: Black Friday and the subsequent holiday shopping frenzy. To make the most of this opportunity, it’s key to ensure a seamless and optimized checkout process. A frictionless checkout experience not only boosts sales but also fosters customer loyalty. In this article, we’ll explore the top five ways brands can optimize their checkout process to offer an enhanced customer experience during this period and beyond.

Implement a Guest Checkout Option

One common roadblock that leads to cart abandonment is the mandatory account creation during checkout. In fact, 24% of customers abandoned their carts online because the store asked them to create an account. While it’s important to encourage customer registration for long-term engagement, offering a guest checkout option is crucial, especially during high-demand periods. For those making a quick one-time purchase, it can be frustrating to have to fill out time-consuming forms. By providing a guest checkout, the process is quick, simple, and pain-free. Once they’ve completed their purchase, you can provide the option to save their information for future visits. This helps to gradually encourage them to become registered users. 

Streamline the Checkout Form

Lengthy and complex checkout forms can be a major turn-off for customers, with the average checkout containing 23 fields. Simplify the process by asking for only essential information. Minimize the number of fields and use smart forms that auto-fill information wherever possible. Additionally, consider implementing an address validation system to prevent errors and reduce friction. Offering alternative payment methods like PayPal and digital wallets can also expedite the process for customers who prefer not to enter their credit card information manually.

For Shopify Plus merchants, the checkout UI extension allows brands to fully customize their checkout to offer features such as upsells, custom banners, and loyalty programs. It also allows merchants to customize the layout for checkout integrations like Corso Green Shipping Protection. Brands can arrange their checkout tactically for a seamless checkout experience.

Learn more about Shopify UI Extensions and Corso Green Shipping Protection here.

Provide Clear Progress Indicators

During the checkout process, customers should have a clear understanding of where they are and how many steps are left to complete the purchase. Progress indicators help customers gauge how much time and effort they need to invest. Implement a step-by-step visual guide that highlights the current step and allows users to navigate back to previous stages if needed. Additionally, adding a quick summary of their information before confirming the order, allows one last check to reduce the risk of incorrect information or typos. Transparency in the checkout process fosters a sense of control and reduces anxiety for shoppers.

Optimize for Mobile Devices

With the rise in mobile shopping, it’s imperative to optimize the checkout process for mobile devices. Ensure that your website is responsive and that everything on the checkout page is mobile-friendly. This includes larger buttons and fields for touchscreens, easy navigation, and a seamless experience across various screen sizes and orientations. Implement mobile payment options like Apple Pay and Google Wallet to expedite the process even further for mobile users.

Offer Real-Time Support

Customers may have questions or concerns during the checkout process, and providing real-time support can be a game-changer. Implement live chat or chatbots to assist customers in real time. Chatbots can handle common inquiries, such as shipping information and return policies, while live chat allows customers to connect with a human agent for more complex issues such as sizing or stock questions. Prompt and helpful support can resolve issues before they lead to cart abandonment and improve the overall experience.

One of our favorite tools for quick, efficient, and real-time support is Gorgias. Within the Gorgias help desk, you can offer customer support through live chat, social media, and text, engage with customers on ads before they even reach your website, and handle claims and CS tickets all in one place.

Conclusion

In the competitive world of e-commerce, optimizing the checkout process is not just a luxury but a necessity. Particularly during high-stakes shopping seasons like Black Friday and the holiday season. A smooth and user-friendly checkout experience can make the difference between a successful sale and an abandoned cart. By implementing the top five strategies discussed in this article, brands can enhance the customer experience, boost sales, and build lasting customer loyalty.

As you prepare for the upcoming holiday shopping rush, remember that the checkout process is the final frontier where you can make a lasting impression on your customers. Prioritize user experience and convenience, and you’ll be well on your way to a successful holiday season.

With the increase in hours spent on social media and a rise of influencers combined with a surge in scams and untrustworthy ads and sites, it’s no surprise that referral programs have become increasingly popular. In fact, people are 4 times more likely to buy when referred by a friend with a 16% longer lifetime value compared to non-referred customers. By implementing a referral program, brands can promote their best customers to brand advocates and reward them for doing so. This word-of-mouth marketing is incredibly effective and cost-efficient.  Setting up a referral program for success can be a daunting task, so we’ve broken down how to build a successful referral program for you below.

What is a referral program?

A referral program is an effective marketing strategy employed by brands. It incentivizes their existing customers to become brand advocates and recommend their products or services to others. It typically works by rewarding customers with incentives, such as discounts, cash rewards, or exclusive perks, when they successfully refer someone who makes a purchase or engages with the brand. This strategy benefits both the brand and customers in several ways. For brands, referral programs can generate new leads and customers through word-of-mouth marketing. This often results in higher conversion rates and increased brand loyalty. Additionally, the cost per acquisition tends to be lower compared to traditional advertising methods.

Customers, on the other hand, benefit from referral programs by receiving rewards for sharing their positive experiences with friends. In addition to gaining access to special discounts or exclusive offers. Overall, referral programs create a win-win situation by leveraging customer satisfaction and advocacy to drive growth for the brand while providing tangible benefits to customers. A great example of simplicity and effectiveness is Passion Footwear. You can gift your friends 25% off their first order of $100 or more. In turn, you get $25 in points added to your account for each referral that makes a purchase. It’s simple, clear, and effective.

How to build a successful referral program?

Building and launching a referral program can feel overwhelming. However, it’s important not to overcomplicate it. Start simple and make adjustments to the program as needed.

Clear Incentives

Clear incentives are crucial to motivate your existing customers or clients to refer others. Offer rewards such as discounts, exclusive access, or even monetary incentives like cash or store credits. If you want to add various levels to your program, you can opt for the points option. This is where customers collect points from referrals that accumulate into different gifts or discounts. Finally, it’s important to make sure the incentives are appealing enough to encourage active and continued participation to help increase customer lifetime value. 

Simplicity and Accessibility

Simplicity is key. If the program is too complicated, customers won’t participate. Therefore, it’s key to keep the referral process simple and user-friendly. Be sure to provide clear instructions on how to refer others and make it easy for participants to share referral links or information. Certain tools and programs even provide the customer with their own portal with their own customizable links, and codes and can track their progress. To increase accessibility, utilize multiple channels, such as email, social media, or personalized referral codes, to ensure convenience for your referrers.

Personalization and Targeting

Customer personalization is highly effective. It crafts a relevant experience that resonates with individuals, enhances engagement, builds trust, and increases the likelihood of conversion. By applying this personalization to your referral program, you can tailor the experience to align with the preferences and interests of your existing customers. Consider their demographics, purchasing behavior, and communication preferences. For example, a customer may be more incentivized by a free gift if it was an item that enhanced their previous purchase. By personalizing the program, customers feel listened to and valued which increases the chances of successful referrals and enhances customer engagement and loyalty. 

Track and Reward

If you’re not tracking progress, then you can’t make data-driven decisions to grow and improve. Implement a robust tracking system to monitor and record referrals accurately. This helps ensure transparency and fairness in rewarding referrers for their efforts. Track key metrics such as referred sales, sign-ups, or conversions, and provide timely rewards to referrers once the desired actions are completed. This will allow you to see which incentives work best, where the benchmarks need to be set, and which referrers are making the most conversions.

Promote and Highlight

Finally, you need to get the word out. To generate awareness and encourage participation, utilize social media, email marketing, website banners, and other advertising platforms to reach out to your customer base. To get started, one example is you can send invitational emails to your best customers to join. Not only are your repeat customers more likely to join, but it will also help them feel valued to have exclusive access to the program first. Additionally, once the program is launched, showcase success stories and testimonials from satisfied referrers. This highlights the benefits and credibility of the program. Remember, building a successful referral program requires ongoing evaluation and optimization. Continuously analyze the program’s performance, gather feedback from participants, and make necessary adjustments to maximize effectiveness.

With Amazon taking the top spot for the most popular online marketplace with its one-stop-shop approach, it has become increasingly difficult for eCommerce stores to retain customers and keep them shopping on their site. However, it’s important to note that selling with Amazon is a great way to increase reach, discoverability, and social proof. To help brands save on fees and keep customers purchasing directly through them, we’ve summarised 5 strategies to reduce customer attrition to other marketplaces.

Why do customers choose Amazon and how can brands implement these strategies?

Wide product selections, competitive pricing, convenience, prime membership, trust, and reliability are just a few of the many reasons why consumers choose Amazon. So how can brands take a leaf out of Amazon’s successful book? We delved into customer surveys and shortlisted 5 simple strategies from Amazon that brands can implement to reduce customer attrition to Amazon, eBay, or any other platforms. 

Shipping

Amazon excels with its selection of shipping options providing convenience, speed, and reliability to consumers. Amazon’s extensive logistics network allows for fast and efficient delivery, including free two-day shipping for Prime members. The reliability and consistency of these shipping services reduce uncertainty and help to provide a seamless shopping experience to the customer. The combination of fast, reliable, and customer-centric shipping options makes Amazon a preferred choice for many shoppers seeking timely delivery of their purchases.

Brands can follow in Amazon’s footsteps by enhancing their shipping options and offering multiple shipping choices, including a variety of carriers and delivery speeds. It’s important to add that Amazon has an expansive network of warehouses and fulfillment facilities. This network is what gives them the edge in their shipping and fulfillment. However, by exploring fast and reliable shipping options and showing real-time delivery times, customers feel more confident in knowing exactly when they can expect their order. In addition, streamlining order processing, providing transparent shipping policies, and implementing free shipping thresholds drastically improve the customer experience and increase average order value. Additionally, brands should prioritize efficient handling and fulfillment. This ensures products arrive in excellent condition, and utilize shipping protection to ensure a seamless service on every order.

Learn more about how shipping protection can enhance your brand’s post-purchase experience.

Variety

Also known as the one-stop shop, Amazon stocks a vast selection of products across numerous categories. This wide variety allows customers to find niche or hard-to-find products easily and conveniently. The breadth and depth of choices available on Amazon make it a preferred choice for customers seeking a wide range of products. This broad range ensures they can find exactly what they want in a single online marketplace. Within this variety, Amazon does a great job of upselling and cross-selling these products with the “frequently bought together” and “bundle with” options below, making it quicker and simpler for customers to get everything they need in one click. 

Brands can better utilize cross-selling and upselling while ensuring they sell necessary items to complement and complete orders. For example, an eCommerce store selling jewelry may also want to sell products to clean the jewelry, jewelry boxes, and gift boxes. This helps the store to become the one-stop shop within its niche, increase average order value and reduce customer attrition to other marketplaces.

Reviews

Another element setting Amazon ahead of the rest is its vast number of reviews. This allows customers to share their experiences and opinions, offering valuable insights for potential buyers. In addition, due to the verification processes, Amazon has in place, customers find these reviews and ratings trustworthy and honest. This rating system and the ability to ask questions or engage with reviewers contribute to the helpfulness of Amazon’s reviews. This makes Amazon’s reviews a go-to resource for customers seeking feedback and recommendations before making a purchase.

Reviews provide social proof, helping to build trust and credibility for the brand and its products which are crucial for eCommerce stores. Positive reviews can sway potential customers and increase conversion rates. Additionally they also offer valuable feedback and insights into customer experiences. This enables brands to identify improvements and address any areas of concern. By showcasing these reviews, brands also demonstrate transparency and authenticity, helping to build trust and loyalty.

Clear Return Policies

Amazon returns are simple, straightforward, and convenient adding yet another gold star to their customer experience. Amazon provides a hassle-free and transparent return process. This allows customers to return items easily with clear instructions for packaging and shipping. This includes features like prepaid return labels and free return shipping in many cases, making the process more convenient and cost-effective for customers. Prompt refunds and responsive customer service also contribute to a positive experience. This helps to instill confidence in customers and ultimately enhancing overall shopping satisfaction.

For brands, it’s essential to have clear and simple returns policies displayed on the site to reassure customers that their purchase is risk-free, helping to build trust in the brand. Secondly, easy returns contribute to customer loyalty and repeat business. When customers have a hassle-free experience with returns, they are more likely to become loyal advocates for the brand and make future purchases. Finally, clear and easy returns help minimize negative reviews, reduce customer complaints, and mitigate potential damage to the brand’s reputation.

Offers and Membership

With over 200 million Amazon Prime members in 2023, this membership offers a multitude of benefits, including free two-day shipping, access to streaming services, exclusive deals, and early access to sales. This incentivizes customers to join and renew their Prime membership, creating a loyal customer base. Second, Amazon’s Lightning Deals and Daily Deals offer time-limited discounts on popular products. This creates a sense of urgency and encouraging impulse purchases. Third, personalized recommendations and targeted promotions based on customer browsing and purchase history help to showcase relevant products. If that’s not enough, Amazon’s Subscribe & Save program provides discounts and convenient recurring deliveries, further encouraging customer loyalty. Overall, these special offers play a crucial role in enticing customers and fostering a returning customer base by providing value, convenience, and a sense of exclusivity.

Brands can learn from Amazon’s approach and effectively use special offers and memberships to entice and retain customers. Firstly, creating a loyalty program or membership with exclusive benefits and rewards can incentivize customers to stay engaged and return for future purchases. Offering free shipping, early access to sales, exclusive discounts, or personalized recommendations can enhance the value proposition for customers and help them to feel valued. Additionally, time-limited special offers, such as flash sales or limited-time discounts, can create a sense of urgency and drive immediate purchases. Brands can leverage customer data and preferences to personalize offers and promotions, tailoring them to specific customer segments.

To reduce customer attrition to other marketplaces, it’s key for brands to adopt effective strategies from the industry leaders. These strategies include improving shipping options, offering membership benefits, leveraging customer reviews, providing special offers, and simplifying return options. By implementing these strategies, brands can foster stronger relationships with customers, increase loyalty, improve the customer experience, and reduce the likelihood of customers migrating to other marketplaces.

Book a demo with Corso today and learn how Green Shipping Protection can support your brand.

Email marketing is a powerful tool for brands looking to connect with their customers and drive sales. By delivering targeted and personalized messages directly to customers’ inboxes, email allows brands to build relationships, generate leads, and increase conversions. With the right strategies in place, utilizing email can be a cost-effective and efficient way to grow your brand and stay top of mind with your audience. In this article, we’ll delve deeper into the importance of email marketing for your brand.

What is email marketing?

As we briefly mentioned above, email marketing is sending targeted and personalized emails to customers and subscribers. These emails can include promotional offers, newsletters, announcements, and other content designed to engage and inform the customer or lead. Email marketing can be used to build relationships with customers, promote products and services, and drive traffic to the website. By delivering relevant and valuable content directly to the inbox of the customer, this can be a powerful tool for brands looking to connect with their audience and drive conversions.

Why is email marketing important for your brand?

More personal and engaging communications

Email marketing allows brands to have more personal, engaging, and relevant communications with their customers. This is achieved by delivering targeted and relevant messages directly to their inboxes. By segmenting email lists and creating customized content for each group, brands can deliver messages that speak directly to the interests and needs of their customers. From personalized subject lines to greetings, this personalized content helps to attention grab and make customers feel valued by the brand. For example, some brands offer tips on the product the customer just purchased, or how to increase its longevity. One of our favorites is to let customers know how their order positively impacted the planet and how their loyalty continues to do so.

Additionally, email marketing can send automated messages triggered by specific actions or behaviors. This automation can include abandoned cart reminders or post-purchase follow-ups, further enhancing communications. Overall, email enables brands to establish and strengthen relationships with customers through more personalized, relevant, and engaging communication. All of which help to drastically improve the customer’s lifetime value and customer retention.

It’s cost-effective

With increasing ad and acquisition costs, email marketing is a cost-effective way for brands to reach and engage with their target audience. Unlike traditional advertising methods, utilizing email requires very little investment in terms of upfront costs and ongoing maintenance. Most email marketing platforms offer flexible pricing models based on the size of the email list or the number of emails sent. This allows brands to choose a plan that best fits their budget. Additionally, this strategy offers a high return on investment (ROI) compared to other marketing channels, with an average ROI of $42 for every $1 spent. By creating targeted and relevant content and utilizing automation tools, brands can maximize their email marketing ROI while keeping costs low.

Klaviyo is one of our favorite Shopify apps to use for personalized communication, along with Recart for SMS marketing. Learn more about the top Shopify apps your brand should be leveraging. 

Email is time-efficient

In addition to being cost-effective, email marketing is also a time-efficient way for brands to communicate with their audience. By segmenting email lists, creating automated workflows, and scheduling emails to be sent at specific times, brands can automate many aspects of the communication process. By automating these tasks, brands can save time and focus on other areas of their business, such as product development or customer service. Additionally, email marketing platforms offer robust analytics and reporting tools that help brands to measure the success of their campaigns and make data-driven decisions for future ones.

Easy to measure

As mentioned above, email marketing is easily measurable allowing brands to track the success of their campaigns and make data-driven decisions for future strategies. With email marketing software, brands can track metrics such as open rates, click-through rates, conversion rates, and subscriber engagement. This data provides valuable insights into the effectiveness of the campaign and allows brands to make changes and improvements to optimize their marketing efforts. Additionally, A/B testing can be easily implemented to compare the performance of different subject lines, content, and designs. The ability to measure and analyze data in real-time allows brands to make informed decisions that can ultimately lead to increased sales and brand loyalty.

Integrates easily with other marketing efforts

Email seamlessly integrates with other marketing efforts, such as social media and content marketing, to create a cohesive and effective marketing strategy. For example, you can use email to promote your latest blog post or social media campaign and encourage your subscribers to engage with your brand across different channels. You can also use email to promote your products or services, with links back to your website. By integrating email with your other marketing efforts, you can amplify your message and reach your audience more effectively. Additionally, you can use email segments to tailor your messaging to specific groups, further enhancing the effectiveness of your overall marketing strategy.

More direct communication

With 91% of consumers using email, according to HubSpot, email marketing allows brands to communicate with their customers in a more direct and personal way than other forms of marketing. Unlike social media or display advertising, which may be ignored, email provides a direct line of communication that is more likely to be seen and engaged with by the recipient. Additionally, email allows for more two-way communication, as customers can easily reply to messages or click through to the website to learn more or make a purchase.

In Summary

In summary, email marketing is an incredibly powerful tool for brands to reach their target audience in a cost-effective, time-efficient, and personalized manner. It allows for easy integration with other marketing efforts and provides measurable results. This makes it an incredibly valuable addition to any marketing strategy. With its direct communication approach, brands can connect with their customers on a personal level and increase engagement, ultimately leading to higher conversions and increased revenue. Therefore, it is essential for brands to utilize email marketing as part of their overall marketing efforts to stay competitive in today’s digital landscape.

Specifically designed to drive user engagement and conversion, landing pages are remarkably effective in getting your customers from A, to your desired B. Whether you’re trying to convert visitors into leads or customers using subscriptions, forms, or purchases, landing pages streamline the process to guide your users to the end goal. To keep this journey from A to B as seamless and simple as possible for maximum effectiveness, it’s crucial to keep your landing page clutter-free. So what should we include on a landing page? We’ve done the groundwork and narrowed it down to 5 Key Components Of A Great Landing Page.

A Concise and Clear Headline

The headline on your landing page is the first thing your visitors will see, therefore it needs to be concise and convey the main benefit or value proposition of the product or service. Additionally, selecting copy that evokes excitement is a great way to nudge your customers through the page to your desired conversion.

However, a concise headline can only say so much. Its sole purpose is to grab the attention of your potential customers and your subheading steps in to convince them to stay. A persuasive subheading can be either an extension of your headline or a separate message to support your heading. 

Throughout your heading, subheading, and copy on your landing page, use strong keywords to help improve your SEO, as landing pages can play a key role in overall SEO strategy. In addition, strong keywords are, in general, the words that your customer will immediately recognize. 

Attention Grabbing Visuals

Visual information is processed much faster and more efficiently by our brains than text or any other information. For this reason, high-quality visuals are imperative for your landing page. Visuals also allow visitors to better understand what you are offering and the context as to why your potential customer should convert. With the help of VR, these visuals can allow customers to see how your product could fit into their life and is another great tool to increase conversions. 

Whether you use video or photos, it’s important to ensure they are high-quality and represent your product, so customers know exactly what to expect. This also helps your landing page to look professional and well-polished which increases brand trust. Similar to the headline, evoking emotion and excitement through your visuals is another way to convert your lead.

A Strong And Prominent Call-to-Action

The ultimate goal of every landing page is to convert customers and, to achieve this, you must clearly communicate what action you want them to take. A strong and prominent call-to-action (CTA) does just that. 

The CTA is the most important part of your landing page, so it’s paramount that it’s attention-grabbing and uses clear direct copy that tells the user exactly what you want them to do. CTA placement is also key. It needs to be visible but you also want to be tactical where you place it within the users’ journey. If it is placed too early, customers will not know enough about the product or action that you want them to take and are less likely to convert. 

Depending on your landing page type, your CTA can be optimized to capture information from potential leads, convert sales and use it as part of your return path to increase customer lifetime value.

Social Proof

Social proof is impressively persuasive and with the rapid increase and success in influencer marketing, it’s not hard to see why. Customer testimonials, reviews, trust ratings, and both customer and influencer social media posts are all forms of social proof. These effectively help to build trust and bridge the gap between the brand and the customer. Highlighting previous customers who have already purchased your product and benefitted from it, also helps new customers to validate their decision and, especially for those offers that are limited, can help to create a fear of missing out on the product or offer.  

Relevant Offer

Special and relevant offers are one of the simplest ways to nudge your customers to convert. Once a visitor has reached your landing page and navigated through the above, an offer helps to increase conversion rates. With this offer, reiterate that it is limited and cannot be found anywhere else to help them to convert on the spot. Bundles, BOGO, free gifts and discounts are just a few effective examples you can add to your landing page. 

Less really is more when it comes to landing pages. However, it is key that every heading, subheading, visual, copy, and CTA is optimized to provide maximum information and value about the product, its purpose and benefits. 

Which brand has your favorite landing page? Let us know in the comments below. 

Over the past few years, many factors have played into the increasingly competitive eCommerce landscape. It’s certainly been far from easy however, these challenges have helped to mold a more resilient space and agile businesses. This impressive growth in the industry is not slowing down either, with revenue in the eCommerce market predicted to hit $6.43 trillion by 2026.

Heading into 2023, it’s impossible to predict what the future may hold however, there are plenty of signs of what’s to come. In this article, we’ve used those signs to compile the top 5 Key eCommerce Trends to Know for 2023.

Artificial Intelligence & Augmented Reality

Over the past few years, artificial intelligence has developed incredibly quickly and it now plays a pivotal role in eCommerce. It not only helps businesses with day-to-day tasks, but it’s also a powerful tool to streamline operations and increase sales. From pricing optimization, sales forecasting, personalized recommendations, and streamlined logistics to efficient customer service, there are plenty of ways AI can improve the customer experience, boost sales and organize operations.

Augmented Reality is another technology on the rise and has become an extremely valuable tool for brands. It enables users to superimpose digital information into their real-life scenes. This allows customers to view the products in 3D and, in turn, helps them to make a confident purchase decision. In fact, 6 out of 10 people said they “wanted to visualize where and how a product could fit into their lives”, according to Google. This visualization has led to higher conversion rates, as much as 94% higher than products without AR, Shopify reports state. This opportunity to envisage the product in the customer’s environment also helps to reduce the rate of returns as AR allows customers to make a fully informed purchase.

Both of the above are rapidly developing eCommerce trends that can help to set your brand ahead of the competition.

Varying Payment Options

It’s no secret that having a seamless checkout helps to increase conversions and reduce abandoned cart rates. And a large part of the checkout journey is the payment. Approximately 50% of eCommerce purchases were paid for through digital wallets in 2021 and that percentage is increasing. From digital wallets including Apple Pay, PayPal, and Amazon Pay, various card payment options, and vouchers, to the increasingly popular buy now pay later options such as AfterPay, ClearPay, Klarna, and Uplift. Having a variety of payment options will help you cater to a diverse range of shoppers resulting in a reduction in abandoned cart rates.

Mobile Commerce

Mobile commerce accounts for more than 70% of all retail traffic and that percentage will continue to increase. This means brands need to embrace mobile-friendly experiences. However, we’re not talking about just shrinking your website to fit a mobile device. From product listings to the checkout, a mobile-friendly site has to be sized correctly, easy to navigate, and work seamlessly.

It’s also important to consider mobile-friendly payment options if you don’t already have some. Apple Pay, Google Pay, and Paypal are all great ways to make checking out much quicker and easier. Additionally, many brands have switched over to apps to make shopping and services even easier. Brands such as Showpo and ASOS are leading the way with in-app shopping.

Sustainability

Sustainability has sky-rocketed to the top of consumers’ minds with 68% of consumers intending to increase their efforts to find brands that reduce environmental impacts, according to Forbes. With this shift in customer awareness towards sustainability, brands can no longer afford to overlook their impacts and efforts for the environment. The key here is to make sustainable choices simple. From switching to recycled or recyclable materials, reducing energy usage, switching to local suppliers, reducing waste to offering carbon-neutral shipping.

By offering sustainable options that are convenient and simple, customers will feel like they’re making a difference with every purchase they make. For example, Corso Green Shipping Protection protects packages against theft, damages, and loss, but also offsets the carbon emissions associated with shipping. This simple addition to the checkout not only helps customers to shop in confidence knowing their package is protected, but also helps them to feel they are doing their part for the planet.

Personal Experience

Consumers value the personalized feel of walking into a brick-and-mortar store and having an assistant on hand to make recommendations and validate their purchase. In eCommerce, we are able to personalize this experience for the entire customer journey into and well beyond their purchase. By adding a live chat box, FAQ, and a size guide to the product listing, customers can have all of the information at their fingertips along with a customer service representative to guide them to the checkout. Additionally, recommending targeted products or adding suggested products under the product listing that would enhance their order, helps to increase average order value. Showing customers the products that are relevant to them, shows that your brand goes the extra mile in delivering the best customer experience possible.

Finally, by utilizing customers’ accounts, you can send free gifts or discounts on their birthdays along with personalized product suggestions based on their order and browsing history. All of the above helps the customer to feel valued and appreciated every single visit which, in turn, will convert them into loyal, engaging, and returning customers. The customer demand for this personalization will increase as eCommerce popularity increases, making it one of the key eCommerce trends for 2023.

There are always new and upcoming trends but we have just narrowed down a few key ones that you should know for 2023. With the eCommerce landscape changing and growing so rapidly, it’s important to always return back to your customer experience and pinpoint what they would want. And there you have it—our top eCommerce trends for 2023.

Did we miss any eCommerce trends? Let us know in the comments below.

3 ways to build a customer relationship to last beyond the holiday season

Polish The Customer Experience

In the increasingly occupied eCommerce space, first impressions are everything. Therefore, it’s critical for your customer to have a seamless and positive experience from start to beyond. We won’t use the word finish because, as we’re about to elaborate on, there is no end to the customer journey.

From the initial moment when customers land on your home page, whether it be on mobile or desktop, ensure the layout is clean, and visually appealing and allows them to easily navigate what they are interested in. This includes FAQ pages, clear navigation bars, menus, and search bar options. It is also a great opportunity to add a customer service live chat box on your website. This allows any questions customers may have to be answered immediately, reducing the number of abandoned carts. Additionally, this adds a personal touch allowing customers to feel like they have a personal shop assistant right by their side.

Another great way to achieve this personal touch is to recommend relevant products to your customer. You can use their purchase history, items in their cart, or even product listings they’ve clicked on before to make suitable suggestions. One of the easiest ways to do this is to incorporate an “other products you may like” or “pair it with” section below the initial product listing. For example, a clothing brand could recommend a matching bag, shoes, jewelry, or clothing item under their product. This can also be tactically placed at the checkout with options to “enhance” their order. It’s also an effective way to increase the average order value.

Beyond the checkout

This polished experience must extend beyond just the checkout. From communicating every step of their order’s status, offering package protection, asking for feedback, and ensuring they are happy with their purchase and experience. All of these examples go a long way in making your customer feel valued and appreciated. In addition, in the case of any negative feedback, shipping hiccups, or incidents, the customer service team needs to be equipped to resolve these issues as quickly and hassle-free as possible.

For example, Corso Green Shipping Protection has a team on standby to resolve lost, damaged, or stolen packages within 24 hours. Customers understand that these things happen, but the value lies in how quickly and efficiently the brand will resolve them. These quick resolutions help to foster a stronger and longer customer relationship.

Launch a Customer Loyalty Program

Loyalty programs are a brilliant way to keep those first-time holiday shoppers returning time and time. Of course, their first customer experience must be flawless, but adding a loyalty program adds to that warming experience by making customers feel appreciated. In fact, with a loyalty program in place, 20-30% of customers will make a repeat purchase. Particularly with the increase in website traffic during the holiday season. This is a great way to create loyal and returning customers all while increasing their average order value.

The most popular programs include accumulating points. With every purchase and these points can lead to discounts, gifts, free shipping, and exclusive access to events, sales, etc. Again, it allows customers to feel part of your brand’s inner circle and increase customer retention.

Stay In Touch

The best way to remain at the forefront of your customer’s minds is to communicate with them and stay in touch. To achieve this, you will need to maintain an active social presence and email marketing strategy. With both the social and email presence, it’s important to not come across as too pushy with sales. To build brand loyalty and trust, you can provide helpful and relevant information such as suggested products to enhance their original order, new releases, offers, events, tutorials, or even articles that could relate to your target audience.

The key here is to make your brand feel like that helpful in-store assistant that makes the customer feel warmly welcomed, appreciated, and feel like they can stop by any time. For example, a month or two after their initial purchase, you can email them with a “how to care for” product guide or even cross-sell products that would complement their previous purchase. It’s a subtle reminder to the customer that your brand cares beyond the checkout and values their custom.

In Conclusion

In conclusion, an experience that feels seamless, positive, and enjoyable from start to finish are all key to building a long-lasting customer relationship that keeps them returning beyond the holiday season. In addition, it’s crucial to reward customers for their loyalty and provide them with helpful, friendly, and frequent communications to stay on the top of their minds.