Making Friends and Keeping Them: The Story of Customer Loyalty
Making Friends and Keeping Them:
The Story of Customer Loyalty
Hey there, e-commerce brand owners! Buckle up because we’re about to embark on a journey – a journey from awareness to advocacy, the magical path of customer retention. We promise to make this adventure as fun, informative, and easy as a bedtime story for your kids. So, grab your virtual explorer’s hat, and let’s dive in!
Stage 1: Awareness - Making New Friends
Imagine you have a new toy, but your friends don’t know about it. How can you play together? That’s what e-commerce is like. First, we need to tell people about our online store. This is called “making friends.”
We use things like Facebook, Instagram, and emails to say, “Hey, we have cool stuff you might like!” Just like when you tell your friends about your new favorite game.
Stage 2: Engagement - Being a Good Friend
Now, when someone visits our online store, it’s like having a new friend. What do you do to be a good friend? You talk to them, listen to them, and make them feel special. This is called “engagement.”
We send them nice messages and answer their questions. It’s like saying, “I’m here for you, just like a good friend!”
Stage 3: Conversion - Playing Together
When your friends come over to play, it’s super fun, right? Well, in e-commerce, we want our new friends to play (buy) with us too. This is called “conversion.”
We make it easy for them to buy things. It’s like setting up a game and saying, “Come join the fun!”