Online businesses continue to expand and grow in popularity, and as a result, competition is now fiercer than ever. With growing demands and the constant buzz of competing brands, it's difficult to stay on top of everything – especially in such highly unstable circumstances as a global pandemic.
So, considering the circumstances, what can we expect in 2022? It's difficult to say for sure, but one thing we do know for sure is that the customer-centered approach is only going to be more and more important for a business (online or otherwise) to make it. Everything you do should be with the customer in mind.
Taking this approach, we've rounded up four key points to focus on to help grow your online business in 2022.
The Significance of Social Media Channels
There are so many social media platforms, but there's no reason to be on them all. For starters, there's no point in being on a certain platform if your target audience is not there. And secondly, there's no point in having an account just for the sake of being present – you want to use the platform actively to represent your brand, engage your audience, and reach specific marketing goals.
So, if you're thinking about whether you should create a business account on a certain social media channel, consider your target audience first. Do some research and determine whether your target customer base typically frequents that platform at all.
Once you've established a presence on a social media channel, regardless of which one it is, always remember that you are getting the opportunity to represent yourself to new people and interact with them. So, be cautious about the content you post on social media. Remember that every new follower represents a potential new customer.
Live Stream Shopping
A live stream shopping event occurs when a person or company uses streaming video to sell products or services to a live audience in real-time. You can do this by utilizing social media platforms such as TikTok and Instagram, your own ecommerce website, or your YouTube channel.
This new trend is extremely popular among Gen Z and Millennial customers. According to Facebook's research, approximately 60% said they would make a purchase directly from live stream events when brands launch a new product.
TikTok even created a shoppable feature that allows users to add pop-ups to the live stream as a result of its growing popularity. Customers can add the product to their shopping cart by simply tapping on the pop-up.
Excellent Customer Service
No matter how good your product is, you will lose customers if your customer service is poor. With so many brands offering the same things, customers are now spoiled for choice, and they have increasingly higher expectations. They want their problem solved as soon as possible, and they expect the first response to be practically immediate.
In fact, 96% of customers say customer service is important when deciding whether or not to stay loyal to a brand. Customers will feel valued and satisfied if you manage their problems efficiently and meet their expectations.
You need to have highly trained teams to handle inquiries via email and live chat. However, you will require a separate team to respond to any social media requests as soon as possible. This is because your customers will rate you based on your social media response time. If you respond quickly, you'll show your dedication not only to that specific customer but also to the rest of the people on that platform.
Zero-Party Data and Personalization
Zero-party data is information that a customer shares with a company directly. You can ask that your customers register and then ask them questions about their preferences related to your product or niche. Explain to them that you require this information in order to provide them with more personalized offers and services. If you explain why you need the information, you'll be surprised at how many people are willing to answer the questions.
Once you've gathered the data, you can move on to personalization. You can make recommendations, offers, and deals based on your customers' interests. Don't forget about the good old-fashioned email. You can notify them when there is a sale on something they might be interested in, when a product is almost out of stock, and so on. When you have the right data, you can do a lot of things.
Final Thoughts
By placing customers at the center of your strategy, you will be able to maximize opportunities and make growth-oriented business decisions. Make sure to periodically assess the value of your online business and keep an eye on growth metrics. After all, they are your best indicator of whether you are on the right track.
Top comments (0)