As we all know, brand loyalty was disrupted during the pandemic, and it changed nearly every part of the eCommerce playbook.

Over these past couple of years, marketers needed to find a way to attract shoppers and convert them into repeat customers. One of the best ways for brands to understand their customers’ wants and needs is through harnessing social media, which provides opportunities to create personalized marketing campaigns.

The Five Factors

The five key factors that can help online brands with digital loyalty are relevance, a seamless shopping experience, convenience, personal connection, and community endorsement.

  1. Relevance: Shoppers want the ability to discover relevant products they desire and need that they hadn’t thought about.
  2. Seamless shopping experience: Consumers prefer technology that recommends products that meet in-the-moment needs.
  3. Convenience: Shoppers expect to receive their products within a couple of days at a reasonable delivery cost (and a no-hassle return experience).
  4. Personal Connection: Consumers expect a personal customer service experience, where the brand reflects their identity and knows them enough to provide relevant offers.
  5. Community Endorsement: Shoppers want to feel part of a community and will naturally trust recommendations or reviews by other like-minded members.

This shift in the eCommerce reality has forced many businesses to rethink their approach to customer relationships. With more users online, fostering digital loyalty can yield a real and significant revenue boost.

By focusing on these five factors, marketers drive loyalty to your brand by harnessing the best social media tools and creating personalized marketing campaigns.

You can ensure a seamless experience that prioritizes usability, but also delights shoppers with new and innovative experiences. If possible, offer curbside or locker pickup, which will cut the cost of delivery and time, in turn making customers satisfied.

We also recommend employing new tools, like customer care online chat platforms or messaging apps, to improve responsiveness to consumers. These kinds of tool are highly desired. In fact, a recent Accenture study shows that 90% of U.S. consumers and 86% of businesses prefer apps and mobile chat. This can also help create a more personalized experience.

And, bear in mind a recent Yieldly report indicated that 75% of consumers say they are more likely to buy from brands offering personalized experiences. It’s also important to ask loyal customers to leave reviews and recommendations; this tactic can broaden your brand’s social reach through enlisting creators who have credibility in a particular product area.

If you’d like assistance with your integrated social media, eCommerce, marketplace or app strategy, contact us today. Our experts are here to help.

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