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The Digital Digest
Vol-4 | Issue 5 | May 2020
4 Customer Retention Tips Just For You

There is no question about the fact that the last couple of months have been particularly harrowing for everyone - on every front. But the one thing that brands have struggled with most is communicating with their customers.

Customer mindset is and has always been, a dynamic and ever-changing thing. But during the COVID-19 pandemic, it has become harder than ever to hit the right nerve with customers.

So, we decided to embark on a journey to decipher what people are searching for and how it can help brands better cater to their needs.

Among the PPEs, N95 masks, and fate of the country, we realized that people were also searching for new skills to pick up - and to revisit the basics of long perfected skills. So, we set out to curate some SEO pro tips (and cons).

We took people on a journey (the mental kind!) from must-know fundamentals like user search intent to more situational lessons in staying relevant and navigating choppy waters.

Customers want one simple thing: for brands to be attentive to their needs and put out content that adds value to their life. To achieve just that and attract not only new customers but also retain existing ones, here are my personal 4 go-to tips for maximizing customer satisfaction.

Listen to Your Customers: Use live chat features, invest time in comment moderation, and reply to DMs religiously - simply knowing you are listening goes a long way in building trust.

Automate Your Email Subscriber List:Did you know that 80% SMBs use emails for boosting customer retention? It allows you to build a one-on-one relationship with customers, notify them of upcoming activities, and always stay at the forefront of their minds.

Re-Target Ads To Drive Sales: Using display ads to increase visibility is good, but leveraging the Google Ads retargeting feature to ensure that your product is placed like a trigger at exactly the right place and right time is a great - and effective - thing.

Customer Reviews Can Be the Difference Between A Sale and A Fail: In a process as impersonal as purchasing a product online, reviews from real people help reassure potential customers that they are making the right choice. Hence, it is important for you, as a brand, to create a feedback loop and ongoing customer feedback program for the best results.

Keeping customers happy online can always be a bit of a hit-and-a-miss thing, but with the right content and a genuine willingness to understand their intent, we believe that it is an achievable goal.

We would love to hear from you about how you’ve approached customer relations in the lockdown. Have you found it to be a harder than usual task or do you count yourself among the few who are never deterred by changing customer needs - pandemic or not?

If we can help you brave the storm in any manner, feel free to reach out to our team at any time.

Stay safe and stay relevant,

In other news
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Heeding Google’s Advice on How to Handle Ecommerce Sites During the Pandemic

Google recently put out some stellar recommendations for all businesses that have an online presence, but particularly for those who have currently paused the selling of their products or services online.

Google Recommendations during Covid-19. Disable the cart: Pause activity easily without impacting search results. Inform your Customers: Position strategic banners on your site to give relevant information clearly. Update Structure Data: Adjust structured data and reflect the curremt status (out of stock, unable to deliver, etc) on your products. Inform Google: Get Google to recrawl your pages using Search Console or Sitemaps.
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5 Biggest eCommerce Crisis and What to Learn from Them
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