Ezen múlhat webshopod életben maradása: nyerd el vásárlóid hűségét!

Az alábbiakban bemutatjuk, milyen technikákkal jutalmazhatod régi vásárlóidat, hogyan teheted lojálissá az újakat és hogyan építhetsz mindeközben közösséget, illetve nevelhetsz evangelistákat.

Ezekről a témákról fogunk beszélni:

  • Mit mond a statisztika?
  • Első feltétel: legyen kiváló ügyfélszolgálatod
  • Ne hagyj fel az e-mail kommunikációval
  • Figyeld a vásárlói viselkedést
  • Gyárts hasznos tartalmakat!
  • Kérdezz és figyelj
  • Adj pontokat
  • Különleges kedvezmények
  • Teremts új csatornát közösségépítéssel
  • Nevelj nyerteseket
  • Exkluzív hozzáférés csak veteránoknak
  • Hogyan valósítsd meg mindezt?

Kezdjük is mindjárt a legfontosabb kérdéssel: tényleg van értelme beleásnod magad a témába?

Mit mond a statisztika?

A számok nem hazudnak.

Statisztika Az új ügyfelek megszerzése költségesebb, mint a meglévők újraaktiválása – méghozzá körülbelül 500%-kal. Addig pedig, amíg az új ügyfelet ugyanolyan jövedelmezőségi szintre hozod, mint a meglévőt, 16-szoros költséggel számolhatsz.

Nem választás kérdése tehát, hogy megfogod-e a régieket, ha jövedelmező üzletet akarsz.

A hűségprogramok erre rendszerint remek lehetőséget kínálnak – a legegyszerűbb megoldásoktól, mint a mindenki számára ismerős pontgyűjtés a komplexebb evangelista-nevelő kampányokig számos megoldást választhatunk.

Annak, hogy hogyan építhetsz hűséget, szinte csak a képzeleted szab határt.

Márpedig a kutatások szerint a felhasználók 87%-a szereti a hűségprogramokat – sőt, egyes szegmensekben már létfontosságú ez. Az Y-generáció tagjainak 68%-a például azt vallja, hogy nem lenne hűséges olyan brandhez, amelynek nincsen valamilyen jó hűségprogramja.

Az ilyen programok egyértelműen működnek: a hűségprogramokban részt vevők hatalmas többséggel, 83%-ban vélik úgy, hogy nagyobb valószínűséggel vásárolnak a velük jobban foglalkozó brandektől.

Hogyan építheted ki ezt a szintű bizalmat? Megpróbáljuk felsorolni, és bár nem lesz könnyű dolgunk, neked még nehezebb lesz: győzd megvalósítani az ötleteket.

Első feltétel: legyen kiváló ügyfélszolgálatod

Beszéltünk már erről a vásárlóiélettartam-érték növeléséről szóló cikkben: ha azt akarod, hogy az ügyfeleid időről időre pozitív élménnyel visszatérjenek hozzád, akkor aktívan foglalkoznod kell gondjaikkal és kérdéseikkel.

Olyan ügyfélszolgálatot kell tehát üzemeltetned, amely mindig képes nekik megnyugtató válaszokat adni, hogy még ha reklamációval fordulnak is hozzád, úgy érezzék, nem veszed őket félvállról, hanem komolyan foglalkozol velük.

Nem hátrány az sem, ha az ügyfélszolgálat nem csak passzív szerepet tölt be: létrehozhatsz például csoportokat a közösségi oldalakon ügyfeleid számára, és ott akkor is válaszolhatsz a különféle kérdésekre, észrevételekre, ha nem neked címzik azokat.

Ne hagyj fel az e-mail kommunikációval

Nyilvánvaló eszköz, egyben az online marketing fegyvertárában az egyik legjobban megtérülő: az e-mail marketing.

Ha egyszer már megszerezted vásárlóid adatait, tudod a mailcímét, a nevét, és azt, hogy mit vásárolt tőled, akkor elkezdhetsz neki perszonalizált e-maileket küldeni.

Állíts össze olyan leveleket, amelyek releváns termékeket és tartalmakat ajánlanak, s tedd ezt úgy, hogy azt érezze: fontos a számodra, ne pedig azt, hogy még több pénzt akarsz tőle szerezni.

Hogyan adhatsz el úgy, hogy a törődést érezzék?

Például figyeled az egyes termékek életciklusát. Automatizáció segítségével megoldhatod, hogy akkor ajánlj egy újabb – akár jobb – terméket, amikor az előző életciklusa lejár.

Tevékenységük alapján küldj nekik olyan tartalmakat, amelyeket hasznosnak találhatnak: ha készítesz egy videót arról, hogy a webáruházadban kapható terméket hogyan kell jól használni, mire kell figyelni, milyen tippekről nem tudtak esetleg, ezt annak a szegmensnek küldd ki, amely korábban már vásárolt tőled ilyet.

Segíts nekik ahelyett, hogy rájuk tukmálod magad!

A személyesebb jellegű e-mailek is remekül működnek: ha régi vásárlóidat köszöntöd névnapjukon, születésnapjukon, annak évfordulóján, amikor regisztráltak nálad, és egy kis személyes ajándékot is adsz nekik ebből az alkalomból, az általában rendkívül pozitív fogadtatásra talál.

Figyeld a vásárlói viselkedést

Ha már a személyre szabott ajánlatoknál tartunk: a vásárlói viselkedést figyelve és ez alapján finomítva kommunikációdat, ajánlataidat – nemcsak e-mailben – könnyű lesz bizalmat építened.

Ha teheted, ne csak a vásárlásokat figyeld: az analitikai eszközök segítségével azt is követheted, milyen termékadatlapokat látogatnak meg az egyes vevők, mit tesznek a kosárba, amit aztán mégsem vesznek meg.

Ha egy meg nem vásárolt termékre személyes, azonnal felhasználható kedvezményt adsz, vagy egy adott kategóriából a legjobbat ajánlod kedvezménnyel olyannak, aki sok hasonló terméket megnézett már, növeled az esélyt arra, hogy újra vásároljanak tőled – s egyben imponálni is fog nekik, hogy figyelsz az igényeikre.

Gyárts hasznos tartalmakat!

A hasznosságról pedig egy másik témára kanyarodunk: a tartalomkészítésre.

A tartalommarketing remekül segíthet téged az új ügyfelek megszerzésében, de a régiek lojalitásának megerősítésében is. Ha kérdéseket tesznek fel neked, ha az ügyfélszolgálaton gyakran fordulnak elő hasonlóan megfogalmazott problémák, vagy éppen akkor, ha a különféle fogyasztói fórumokon időről-időre felmerül egy kérdés, már tudod, hogy találtál egy jó témát.

Ezeket dolgozd fel úgy, hogy megválaszold a kérdéseket: ha a vásárlóidnak valamilyen gondjuk adódik, ne is kelljen e-mailt írniuk, egyszerűen megtalálják a számukra releváns és hasznos választ adó tartalmat.

Ez lehet blogbejegyzés, videó vagy éppen infografika: a legfőbb, hogy valódi válaszokat adj.

Emellett, ahogyan azt korábban említettük, a termékekkel kapcsolatban is elengedheted a fantáziád: ne csak azt mutasd be, mire képes a nálad vett drón, fűnyíró vagy éppen mobilkiegészítő.

Adj hasznos tippeket!

  • Hogyan tudom jobban használni a termékedet?
  • Hogyan hosszabbíthatom meg az élettartamát?
  • Hogyan tisztíthatom úgy, hogy nem ártok neki?
  • Meg tudom javítani magam, vagy mindenképpen szervizbe kell vinnem?
  • Egyáltalán mitől kerreg és bugyog úgy, ahogy?

Aki az ilyen kérdéseket megválaszolja, hosszú távon is számíthat a bizalomra.

Kérdezz és figyelj

Rendszeresen kérdezd meg arról visszatérő vásárlóidat, hogy milyen érzés számukra nálad vásárolni.

Szavazásokkal, kérdőívekkel rendkívül hatékonyan gyűjthetsz hasznos adatokat, első kézből tudhatod meg, mi az, amin változtatnod kell, hogy a felhasználói élményen javíts.

Az eredményeket dolgozd fel, tedd közzé, de itt ne állj meg: ha sokan kérnek tőled egy plusz funkciót, építsd azt be, és kommunikáld is a közönséged felé, hogy ezt azért tetted, mert erre kértek téged. Te nem az vagy, aki csak a pénztárcájukba bámul, miközben beszélnek hozzád, hanem aki hozzájuk idomítja a boltot is, csak hogy kényelmesebben vásárolhassanak.

 vásárlói meggyőzés

Adj pontokat!

A pontgyűjtés egyszerű, de hatékony megoldás lehet: mindenki számára ismerős, mindenki tudja, miről van szó. Hogy mire válthatják be a pontokat a visszatérő vásárlók, az rajtad áll – legjobb, ha szabaddá teszed a döntést, ha nemcsak egy kevés konkrét ajándékot határozol meg.

Minél szabadabban választhatja meg ugyanis a megjutalmazott, hogy mit szeretne magának, minél nagyobb döntési szabadságot adsz neki, annál értékesebbnek érzi a végeredményt.

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A Magento esetében ezt akár kiterjesztéssel is megteheted: a Sweet Tooth Rewards segítségével beállíthatod, hogyan szereznek a felhasználók pontokat, s emellett a bevásárlókosár és a termékek jellemzőit is könnyebben személyre szabhatod.

Különleges kedvezmények

Szintén alapvetés, hogy adj speciális kedvezményeket. A legegyszerűbb módja ennek talán az, ha minél magasabb RFM-szegmensbe tartozik a vásárlód (lásd az ügyfélélettartam-érték növeléséről szóló cikkünket), annál nagyobb kedvezményeket adsz neki – akár százalékos formában, akár úgy, hogy bizonyos dolgokat ingyen adsz, mondjuk a kiszállítást.

Korábbi vásárlásaik alapján is kínálhatsz kedvezményt: ha rendszeresen egy termékkategóriából vásárolnak például, adhatod nekik kedvezményesen ezeket a termékeket.

 

Teremts új csatornát közösségépítéssel

Hozz létre olyan csatornákat, amelyeken keresztül csak bizonyos „kiváltságos” felhasználókkal kommunikálsz – amolyan VIP klubokat, például zárt csoportokat a Facebookon, amelybe a webáruház rendszere automatikusan meghívja egy e-mailben azokat, akik legalább fél éve regisztrált tagok (és vásároltak mondjuk legalább 3 alkalommal).

Ezeken a csatornákon exkluzív tartalmakat oszthatsz meg, kérdéseket tehetsz fel – ha aktívan és segítőkészen kommunikálsz, akkor hírét viszik majd, ez az evangelisták kinevelésének, lojalitásuk megerősítésének és fenntartásának egyik legjobb módja.

Elsősorban azért igaz ez, mert a közösségi oldalak nagyszerű lehetőséget adnak a kétirányú kommunikációra: nem szólsz a közönségedhez, hanem beszélsz hozzájuk, és ők is egymással, így diskurzus kezdődik, közösség épül.

Nevelj nyerteseket

Tarthatsz nyereményakciókat is, amelyekben akár exkluzívvá is teheted a részvételt a lojális vásárlók számára. Jól teszed, ha kihasználod a közösségi média adta lehetőségeket, hogy ezzel is terjeszd saját híredet.

Példa

Olyan versenyt szervezel, amelyben a felhasználók a te hashtag-jeidet használva kell képeket feltöltsenek, vagy éppen valószínűtlen helyeken kell a termékeiddel pózolniuk – csak  a kreativitásod szab határt.

Aki pedig nyer, annak ne csak egyszerűen elküldd a nyereményét: beszélj vele, kérd meg, hogy szerepeltethesd az oldaladon – érd el, hogy a többiek a helyébe tudják magukat képzelni.

Ezt megteheted egyszerűbben is, anélkül, hogy különösebb játékot szerveznél mögé. Az Oreo például rendszeresen bemutatja Facebook-oldalán „a hét rajongóját”, publicitást biztosítanak neki valamilyen kis kreatív termékmegjelenítésért cserébe.

 vásárlói hűség

Exkluzív hozzáférés csak veteránoknak

Ha egy új terméket egy komoly kampánnyal vezetsz be, a leghűségesebb vásárlóidnak biztosíts korai hozzáférést: ezzel számukra és a „kívülállók” szemében is megnövelheted az értékét az exkluzivitással, miközben felbecsülhetetlenül hasznos visszajelzéseket és testimonialokat gyűjthetsz be.

Ezzel együtt tovább erősítheted a hűséget, hiszen kiválóan megmutatod, mennyire nagylelkűen és különleges bánásmóddal jutalmazod azokat, akik hosszú időn keresztül is téged választanak.

 

Hogyan valósítsd meg mindezt?

A fent leírtak gyakorlatba ültetése rengeteg munkának tűnhet – ha azonban okosan csinálod, mégis könnyű dolgod lesz.

Először is, nem kell mindennel egyszerre foglalkoznod: kezdd a közösségépítéssel, kérdezz sokat vevőidtől, és az igényeiknek megfelelően bővítsd hűségprogramjaidat.

A közösségi jelenlét, a tartalomgyártás szinte ingyen van ahhoz képest, milyen hasznos – akár házon belül is megoldhatod, minimális költséggel, még jobban közelítve magadhoz a közönséget.

A speciális szoftvermegoldásokat igénylő programokhoz pedig ha tudsz, fogadj olyan fejlesztőt, aki képes azokat megvalósítani – és ne spórolj rajta: a felhasználói élmény fokozása a cél, és egy kevéssé hozzáértő, nem biztosan kiváló munkát elvégző fejlesztő miatt egyetlen bug is irritációt szülhet elégedettség helyett.

ÖsszegzésHogy a megvalósításba bele kell kezdened, az nem kérdéses: muszáj hűségessé tenned a vásárlóidat, másképpen képtelen leszel hosszú távon is szembeszállni a konkurenseiddel és költséghatékonyabbá tenni marketinges és értékesítői tevékenységedet.

Ebben is szívesen állunk rendelkezésedre, amennyiben a Magento e-kereskedelmi megoldásai kapcsán lenne szükséged támogatásra.

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