If your brand has any official online communities, the post-purchase period is the perfect time to invite customers to join. Doing so can build up greater customer loyalty by building a sense of community — and it can even save you money.
One conversion rate industry leader found that nearly half of businesses that had online communities saw between 10 and 25 percent savings in customer support costs. Customers got their answers from communities instead!
Online communities can take shape on social media or on community or collaboration platforms like Slack and Discord. Whatever makes sense for your business, leverage it into greater customer relationships and higher customer lifetime values.
Example
Instant Pot is a well-known hong kong phone number list consumer brand that has leveraged the power of online communities to grow its brand. It has a large, active official Facebook group, and it’s active on other social spaces too. Additionally, the brand has managed to get its product mentioned on all sorts of mommy blogs, cooking and recipe sites, and more.
7) Have an omnichannel support strategy to engage customers after purchase
Thus far we’ve been discussing customer service in the post-purchase period, but this last tip is about customer support instead.
Many successful brands have moved to an omnichannel support strategy, one that’s customer-centric and delivers a consistent answer across all avenues where a customer might reach you. CRM systems make omnichannel more feasible, as do back-end ecommerce platforms and systems that can sync experiences across all channels.
Social listening (tracking brand mentions and customer feedback) and customer support play an elevated role here. The goal is to ensure that no matter where your already-paying customers are, you can hear them and respond to their conversations.