Do you ever wish you could get inside the mind of your customer? To know what they’re thinking or what makes them tick? Success in ecommerce is about finding out what actions will convince online shoppers that you are their best option. If you can guess what drives their decisions, you can leverage this and increase your conversion rate. So, what is the best way to get into the mind of the customer? Customer insights. Using available data to discover how to better engage with your customers will help you grow your business.
What are Customer Insights?
Customer insights are the actionable nuggets of information a retailer can learn about a customer from their online activity. Most of us have one or more profiles somewhere on the web created by the choices we’ve made online. Are you a Ford or a Chevy person? Android or Apple? While you can’t tell everything about a person, you can get ideas about how a visitor to your site might react to a particular ad or promotion. Used carefully, an online retailer can create a customer experience that will increase loyalty and bring additional revenue.
Using Customer Insights to Amplify the Post Purchase Experience
The post-purchase experience is, perhaps, one of the most overlooked parts of the customer journey. When leveraged properly, an ecommerce retailer can get an extra 20x -30x ROI in repeat sales by utilizing customer insights during post-purchase activity. One of the best ways to do this is to use a branded tracking page instead of the standard order tracking page from the shipping companies. Using a branded tracking page gives you customization options to engage with your customers when they check their order status. This increases engagement and naturally leads to higher trust and repeat sales.
Using Customer Insights for Cross-Selling
The knowledge about your customer helps you create promotions related to your customers’ tastes. Rather than promoting a random product, you can create an ad for a belt that matches the shoes they just purchased or an accessory that fits the new Prius for which they just bought seat covers. Creating an environment where customers can purchase items not previously considered is an excellent opportunity for cross-selling and increasing average order value.
Customer Engagement Reports
The activity you track from your branded tracking page can also help to refine your marketing strategies further. A customer engagement report from a post-purchase platform gives you actionable customer insights about your customer activity even after they are done shopping. When a customer acts on a cross-selling offer or they click on your home page from the order status, you know they are more likely to purchase from you, and you can reach out to them immediately.
Conclusion
Customer insights give you the tools to create personalized and effective communications with your customer that feel more like a conversation with a good friend rather than a random ad from a business. When you understand what they want and show them that you have it, you don’t need to go very far to convince them to buy.
Let WISMOlabs show you how to use customer insights to create an enhanced post-purchase experience and gather additional insights from a branded tracking page. Contact us today to learn more about our post-purchase platform.
