5 Tips for Engaging Your Buyers

By 2020, customer experience will overtake price and product as the key brand differentiator. [Source: Customers 2020 Report]

Are you doing enough to attract new customers & loyal repeat buyers? Here are 5 tips for attracting & retaining loyal customers by providing a best-in-class, personalized shopping experience with multichannel commerce.

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1) Don’t be afraid to get personal.

  • Give customers access to exclusive or personalized product catalogs.
  • Display quantity price breaks & customer-specific contract pricing based on customer login.
  • Extend targeted promotions to individual customers or customer groups.
  • Provide more relevant product recommendations based on browsing history.
  • Allow certain customers to use special payment terms & shipping options.
86% of buyers will pay more for a better customer experience

2) Provide faceted product search & guided navigation.

  • Auto-suggest search terms when a customer begins to type.
  • Display easy to use filters so customers can apply select multiple attributes & refine the product catalog.
  • Help customers find the information they’re looking for quickly by guiding them with tiered categories.
60% of B2B buyers listed enhanced search functionality as one of their top three features

3) Go mobile & do it well.

  • Do a service to your buyers & sales teams alike. Customers can place orders on their mobile devices & your internal team can utilize the mobile eCommerce site as a selling tool on-the-go, in the shop, or at events.
  • Utilize device recognition to deliver the most optimized version of your website for desktops, phones & tablets.
  • Don’t just go responsive, as UX & site speed will likely take a hit. Keep mobile templates speedy & user-friendly per device with adaptive template technology.
56% of B2B eCommerce buyers frequently use mobile phones to view those sites

4) Empower customers with a rich content & features.

  • Present high quality product content, including images, attributes, videos, & real-time inventory.
  • Encourage customers to leave product reviews. This doesn’t only give you great website content, it gives you an opportunity to address feedback.
  • Use relational product data to show product variants, bundles, & suggested products & product accessories.
  • Chat with customers on your website real-time to answer their questions quickly & keep them from going elsewhere.
  • Allow customers to re-order products easily based on order history.
  • If access to anything on your site requires authorization, make it easy to inquire with digital application forms.
What is omnichannel commerce - infographic

5) Make multiple commerce channels easy (on you & your customers).

  • Allow customers to order 24×7 from desktop, mobile & selling partners, but still give the sales team “concierge” customer service touch.
  • Make it easy for buyers to make purchases wherever they are. Optimize checkout on your eCommerce website, & also be prepared for them to quickly & easily place orders with their customer service or sales reps.
  • Compile multichannel orders in one location so your customers can find their order history regardless of how or where each order was placed.

86% of buyers will pay more for a better customer experience

Not sure where to start? Singularity’s got you covered.
Call us at 720.408.2660.