5 Customer Success Goals Shopify Merchants Should Set in 2022
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It's time for a new year and new growth for your ecommerce business! As 2021 draws to a close, we have the unique opportunity to look back at all of the success we've had over the past year, celebrate the challenges we've overcome, and look forward to setting new goals. Online business strategies are evolving to match the dynamic marketplace. Shopify merchants are ready to leverage the latest ecommerce trends in 2022, build their brand, and continue on a course of exciting new growth for their customers.

Start your New Year's resolution journey with these 5 customer success goals for Shopify merchants to set in 2022.

1.) Boost Customer Onboarding

The first priority on every Shopify vendor's NYE wishlist is  drawing in new customers. Customer onboarding for ecommerce is an excellent customer success goal to aim for in 2022. Set a realistic standard for increase for your business to meet before the end of the year. Depending on the size of your Shopify store and how long you've been in business, the measure of success can vary greatly. However, a general ratio is 2-5% growth or one new customer per every 200 clicks.

There are a few simple tips to streamline your onboarding process and attract new Shopify customers in 2022.

  • Standardize processes. Ensure the browsing to checkout process is as user-friendly and automated as possible. One ecommerce success tip is to include a loyalty program as part of the account sign up process with the help of a simple Shopify plugin. This eliminates the need for an extra step and allows customers to start earning loyalty points after their first purchase.
  • Establish brand identity. Branding is the number one way to secure long-term customers. From logo to font, your Shopify business must be uniquely you to attract and retain shoppers.
  • Offer sign up perks. Incentivize becoming a regular shopper! Loyalty programs are a great way to encourage new customers to continue purchasing from your store. Everyone loves perks! Once those loyalty points start to accrue, your newly onboarded customers will soon become part of your ecommerce community.

2.) Incorporate Upselling into Your Business Model

Is it possible have a business savvy sales strategy in Shopify without selling your soul along with your product? Can Shopify vendors still maintain a standard of community excellence and personable approach while crushing their monthly profit goals?

The answer to all of these nagging questions is a resounding yes! Upselling is one of the best, tried and true techniques for boosting profits. Simply put, it's the art of being a good sales person, identifying what else a customer might need, and crafting a winning pitch to convince your clients to make additional purchases or a higher cost purchase than initially planned. In fact, many small businesses thrive on upselling as a way to increase sales and boost customer satisfaction. Compounding profit by using the momentum of the sale can increase your bottom line by 30%. Furthermore, Forbes reports that upselling current customers is 5-10 times more cost effective than acquiring new customers.

The key to upselling is keeping your pitch relevant to the customer's purchase and interests. Remember; your customers are people, not numbers. Building strong relationships is key to expanding your profit margin, 

If a customer is purchasing an item that goes well with additional accessories, other items, or associated interests, strike up a conversation about how these could be bundled with their current purchase. Be sure to include these suggestions on advertising materials as well by pairing like items together for instant visual recognition. Most customers appreciate the concierge service of a small business that knows what they want and can make helpful suggestions based on their purchases.

Great examples of the relevant upsell include selling a support package along with a new software purchase, selling a side dish with a main entree, and encouraging the purchase of a gaming starter pack along with a new console. 

3.) Offer More Choices, Prioritize Customer Needs

Many businesses make the mistake of offering only one alternative to a customer's current purchase. Don't limit your customers to a simple dynamic of cheap vs. pricey. All of us love having options!

The Rule of Three is a simple business strategy that states when given the choice of three options, most people will select the middle option or moderate price range in this case. By offering a range of alternatives, consumers are empowered to feel that they have made a knowledgeable decision rather than simply being "sold" on a more expensive upgrade. This boosts customer satisfaction and allows vendors to retain customer loyalty in Shopify.

4.) Improve Customer Communications and Follow-Up

Always treat your customers like family, whether you're a small to midsize business or a growing industry giant. People respond better to a conversation than a sales pitch. Start by getting to know your repeat customers, ask questions about their projects or goals, and build on this relationship to make useful suggestions for future purchases.

When we establish a tone of trust, courtesy, and care, our customers respond by investing in our business.

Always follow-up with an email to check in with your customers. Post-purchase upsells are actually among the most effective ways to increase revenue. Think of this as the second opportunity to make a sale (or two!) after a client walks out the door. Email marketing is also a great way to continually build customer relationships while keeping your clients apprised of upcoming sales, deals, and items of interest.

Shopify loyalty programs are an excellent tool to leverage in follow-up emails. Ecommerce vendors should always be delivering positivity and good news in all customer communications. While a standard post-purchase email may feel a bit too "salesy," a reminder of how many loyalty points a customer has earned comes as a welcomed congratulations!

5.) Nurture Accounts, Boost Customer Retention for eCommerce Stores

A big mistake ecommerce businesses tend to make is overlooking purchase history or forgetting to track a client's usual routine. It's important to prioritize the fine details of a purchase and keep our "regulars" happy.

Take note of how often a client comes in for repeat services, note what items are typically purchased together or if a client comes in multiple times a month for similar items. From here, we can suggest ways to shop smarter by bundling bulk items, upgrading to items with better longevity (higher storage capacity, less refills, etc.), and always reminding customers to pick up their usual purchases on days when they may have forgotten to grab them. 

Remember; customer retention is just as important as onboarding. Keep your shoppers happy by maintaining a healthy inventory, catering to custom product options where applicable, and nurturing existing accounts with ongoing communications, loyalty points, and relevant product suggestions.

We're excited to see what new success stories 2022 has to offer our Shopify partners. 

Looking for more great ecommerce success tips? Reach out to our experts at Glow.

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