Contests are a great way to promote your social commerce and customer loyalty programs. Whether your contests are on your site, offline, or on any of the popular social media networks, their success is primarily dependent upon two things: planning and marketing. In this article I will cover planning: incentives, contest platforms, and the information you need to collect. In the next article I will discuss tried and tested ways to market your contests.
Whatever your social commerce and customer loyalty marketing plan is, it’s basically guaranteed that emails are part of it. When your customers click to use a tool like Refer a Friend or join your loyalty program, you’re probably going to collect their emails and then use them to send your customers more offers.
Retailers and manufacturers are adopting Questions and Answers (Q&A) software because they see a huge increase in product- and company-related questions coming from their customers. Q&A increases conversions by allowing your product experts to provide instant answers to questioning customers. Unlike traditional customer service, Q&A provides a display of product knowledge offering instant gratification and authentic-rich user generated content.
When your ecommerce or omnichannel retail brand implements a Ratings and Reviews solution, it obviously won’t be of any use unless your customers actually submit reviews. Especially since 45% of customers share negative reviews on social media, compared to 30% who share positive reviews, it’s crucial to get ahead of the curve and get satisfied customers to write reviews. In order to fully reap the benefits of Ratings and Reviews--which include SEO boosts, increased brand authenticity and trust, helpful information for prospective buyers, feedback for merchandisers, and more--you must solicit them.
It’s human nature to talk about things we like—that’s the beauty of word-of-mouth marketing. Millions of recommendations happen every day just because someone likes a product and tells someone, who then tells someone else, who in turn tells someone else. According to Nielsen, 84% of global consumers believe recommendations from friends and family are the most trustworthy sources of information about products. And while you don’t have total control over how much people are spontaneously going to talk about your brand, you do have a say about your referral marketing strategies, which can enhance and multiply the power of word-of-mouth marketing.
Internet users are known to have nearly instantaneous reactions to what they see on their screens. In less than 50 milliseconds, users experience an initial “gut feeling” that help them decide whether they’ll stay or leave. This first impression depends on many factors including structure, colors, spacing, symmetry, and amount of text, fonts, and more. Looking at a brand’s visual gallery is no different. In addition to the aforementioned variables, consumers make their judgments based on attractiveness, likability, trustworthiness, competence and aggressiveness.
With 84% of respondents ranking “consistent customer experience across all channels” first in importance in a company’s multi-channel strategy (Retail Systems Research), it is clear omni-channel shopping experiences are becoming the norm. However, traditionally omni-channel has been focused on elements of the shopping process like using online tools to check the inventory availability in a brick and mortar store. It hasn’t always applied to other aspects of brand engagement, such as refer a friend programs.
We recently wrote about which questions and prompts to provide to your customers when they write Ratings and Reviews for your ecommerce site. Once you’ve decided what sort of information they should provide, you’ll need to consider how to display it all. Because this is one of the social commerce products with the most content to sort out, designing an optimized Ratings & Reviews system can seem a bit overwhelming. Your customers likely have a lot to say about your products, and you must thoughtfully organize all their viewpoints, recommendations, pros and cons, and ratings.
If you’re considering implementing a Ratings & Reviews functionality on your ecommerce website, you’ll find that there are many aspects to consider. There are so many different questions you can ask your customers and almost endless parameters to consider. From the look of the review template to the authentication methods for reviewers to promotions and re-marketing, there are important choices to make in every step of the process.
70% of marketers are planning to increase their use of visual content on their eCommerce sites this year, and more than 75 million people use photo sharing platforms like Instagram on a daily basis. In the face of data like this, it would be absurd to shy away from using customer photos in your marketing strategies.