16 Ideas to Attract Customers to Your Store 2025

From SME to enterprise: Christy Ng achieves 400% revenue growth after replatforming

Ryan, of Ecommerce Intelligence, explains how community building can be a cost-effective way of getting to know customers better. Michelle Bacharach, the CEO and cofounder of AI-powered dynamic content creatorFindMine, explains that brands that tap into personalization trends can expect future success in meeting consumer needs. At first glance, those stats may be depressing—but as we’ll explore below, the tools and data sets for personalization are better than ever before. Consumers particularly in Hong Kong are becoming less tolerant of generic, inauthentic personalised customer experience, she said. Nine of 10 Hong Kongers said they would quit a brand that fails in this regard, she pointed out. Artificial intelligence (AI)-driven personalisation will be a key focus of Asia-Pacific brands in 2025, but retailers should contend with rising consumer demand for authenticity and relevance, an analyst said.

• When retailers achieve a strong brand image paired with impeccable design, they win.
• An ecommerce business, for example, might add a guest checkout option to accommodate more shoppers or introduce a loyalty program to reward existing customers.
• Together, these AI technologies can lighten your team’s workload, help reduce agent burnout, and lower personnel costs as agents become more productive and efficient.
• Jill & Ally uses its crystal candle club to convince people to make more than one purchase.
• Moreover, social media would continue to be a powerful force in shaping purchasing decisions in 2025, she said.
• When that happens, those same reps can become your best salespeople, helping to up- and cross-sell to customers.

Experience-led growth focuses on creating exceptional interactions, which directly impacts customer retention. Research from Deloitte shows that people who receive a positive customer experience are likely to spend 140% more on purchases than those who experience a negative interaction. The fitness apparel business Gymshark exemplifies this by delivering personalized shopping experiences and engaging customers through loyalty programs. A devoted community of fitness enthusiasts who keep coming back to Gymshark for repeat purchases. This remarkable business growth has allowed the company to scale internationally. Looking to build trust and foster an emotional connection with your audience?

This aids in predicting and preventing problems before they occur, helping DBS understand customer demands through journey management, application health monitoring and workforce management. In recognition of digital advancements, DBS became the world’s first bank to hold three global best bank honours at the same time. In 2019, the business was named the World’s Best Bank by Euromoney, following Global Bank of the Year from The Banker, and Best Bank in the World from Global Finance, both in 2018.

Christy Ng had been using Opencart to power its online channel, but was disappointed by the platform’s capabilities. The brand’s website frequently crashed in busy periods, particularly during product launches. Consequently, Christy Ng had to have seven dedicated servers in a data center, just to keep the website running. The lack of automation options meant that order processing was slow and required two dedicated employees and took two days per order. Christy Ng began her side hustle by sourcing shoes from abroad and selling them in Malaysian flea markets and local Facebook groups.

Product knowledgeability

Stock price not only considers a company’s growth and revenue, but also its projection for future growth and how it is viewed in the industry. Companies with strong customer experiences will likely be primed for more growth and have an increasing stock price. This metric tracks the bottom line of a company and looks to see if the number of sales has increased over a certain time period or since a customer experience initiative began.

How can your decision-making teams assess whether there’s a strong correlation between ELG efforts and company revenue? Track key metrics like customer lifetime value (CLV), Net Promoter Score (NPS), and repeat purchase rates. Each of these metrics may help you gauge the impact of experience-led initiatives.

Governments are making it easier for them to do so––Europe, the US, China, and Brazil have all recently started issuing harsh penalties to violators of data privacy laws and regulations. Consumers love personalization, but they’re also concerned about how their data is used. We can also organize a real life or digital event for you and find thought leader speakers as well as industry leaders, who could be your potential partners, to join the event. We also run some awards programmes which give you an opportunity to be recognized for your achievements during the year and you can join this as a participant or a sponsor. One example is IKEA’s use of AI to blend physical and digital shopping, though it is not yet available in Asia.

Leverage one-to-one interactions

For example, direct-to-consumer (DTC) wine brandBig Hammer Wines uses a product recommendation quiz to personalize their offerings and segment their audience. The brand also uses the quiz as an opportunity to capture users’ email addresses in exchange for a $50 discount on orders of more than $150. And yet, according to the same report, only 13% of brands currently use predictive personalization, a cutting-edge advertising strategy that uses AI to predict what people will want. Kai explains that people typically purchase 75% to 80% of the same grocery items every week.

Epsilon’s research shows that 80% of consumers are more likely to buy from brands offering personalized experiences. Walk through your customer journey from a user perspective and look for ways to make the process more consumer-friendly. This could involve making design tweaks to improve your website’s functionality or introducing new product features to accommodate customer preferences.

According to customer service software provider Zendesk, 72% of business leaders said expanding AI and chatbots across the customer experience is a priority. Start by looking at your customer service data to identify areas where AI can help you automate tasks, improve efficiency, or provide better support. For example, you could use AI to create a chatbot that answers FAQs or develop a sentiment analysis tool that helps you identify and address customer complaints.

Encouraging your existing customers to refer friends and family can be a powerful way to expand your customer base while rewarding loyalty. When a customer refers someone to your business, they are vouching for your quality and reliability. This trust factor is invaluable, as new customers are more likely to make a purchase based on the positive experiences shared by someone they know. Shipments may be delayed, products might be damaged in transit, or incorrect items could arrive. Own these mistakes, even if your brand isn’t directly to blame, and turn unhappy customers into loyal ones through exceptional customer service.

For the average consumer, lower prices often attract repeat customers—who doesn’t like to pay less? Having periodic sales or offering incentives like a percentage off for a first purchase can attract new customers who then transition into repeat customers that will appreciate a new level of loyalty in the form of perks. Some customers prioritize convenience above all else—if a store is on their way to work or a product will arrive more quickly than a competitor’s, that often may trump other factors such as values or community. To appeal to those in your ZIP code, consider location-based marketing and make sure to have an updated Google Profile. You can also offer contactless or digital payment options, as well as buy online, pickup in-store (BOPIS). Adjusting your hours so that it opens an hour before or one to two after a regular workday can make all the difference.

It also offers optimization and design support to ensure the bot fits your website’s aesthetic. You can integrate Giosg’s chatbot with your Shopify store, and they offer open application programming interfaces (APIs) for custom integrations. Take advantage of the detailed information automation tools provide and audit past interactions.

The pandemic was a turning point as online channels became a focal point for the business. Christy was desperate to improve the customer experience and reduce bloated operational costs. The founder, convinced after reading Shopify Plus case studies, decided to migrate to the platform. Brands and retailers should extend their logistics coverage to international markets. This approach not only broadens their market reach but also streamlines the supply chain by reducing the time and complexity involved in managing global shipments and returns.

Imagine 60% of your one-time customers say they didn’t purchase again because they haven’t used the last item they bought. Enter these people into an email marketing series that focuses on product education. Walk them through the use cases of the product they purchased, the benefits of the product, and testimonials from other customers.

S64 completes APAC building blocks with Australia trust

This guide shares how to provide excellent customer service for your ecommerce brand, alongside techniques to measure and improve your current strategy. The changes you make to your customer journey will vary based on your company’s unique challenges and goals, but these overarching strategies can help any business improve its customer journey. You might achieve this by improving product descriptions, adding more visuals, and incorporating user-generated content.

It’s your responsibility to cater to them with personalized marketing messages and product recommendations. A great customer experience strategy is at the heart of any successful ecommerce store. In this post, you’ll learn the Apple steps of service used to train its retail staff when it comes to delivering a great customer experience. As a small-business retailer, you’ll walk away with some gems of how you can rethink customer service in your own store to inspire greater brand loyalty. Customer service software provider Zendesk has trained its AI chatbot, Zendesk AI, on billions of customer service conversations.

But based on purchasing data, the brand can recommend additional items it thinks shoppers will like. Segment’s report shows 92% of businesses are already using AI-driven personalization to drive growth. In 2024, 69% of brands are increasing their investment in personalization—despite challenging economic headwinds.

Any time you request data or personalize messaging, people need to understand the reason and value behind your request. If you can show customers that their personal data helps you provide a seamless experience, they’ll be more likely to consider engaging with your brand. “Using tools like TypeForm or Octane AI, a brand can run a quiz or survey with 5 to 10 questions, then segment people based on their responses to send them highly personalized email or SMS campaigns. Klaviyo is great for this, as it will take data directly from your quizzes/surveys and build segments in real time,” he adds. “Agencies will become the focal point of customer engagement and tech innovation,” Ng said.

What’s the difference between customer experience and customer service?

Including too much personal data in customized communication can make consumers feel stalked by brands, and can also strip marketing and shopping experiences of their diversity, leading to a homogenous experience. Many times, customers reach out to brands via social media to receive support. It’s an accessible channel and often easier to find the brand here rather than seeking out a dedicated support email.

This means having robust contingency plans for every original strategy and incorporating buffers in margins and forecasts to accommodate unforeseen events.

Meanwhile, Ng will continue to lead Digitas and Sapient China’s digital strategy, manage end-to-end planning from content to user experience. Predictive personalization helps brands build a deep understanding of customers’ changing needs and wants. The ecommerce customer journey is the complete end-to-end experience of a customer from the initial interaction with a brand’s online store to the final purchase. This includes browsing, product selection, checkout, and post-purchase support. Understanding and optimizing the ecommerce customer journey helps businesses enhance engagement and increase conversions.

Chain Reaction: ReturnBear’s Sylvia Ng on Enhancing Customer Experience with Reverse Logistics – Sourcing Journal

Chain Reaction: ReturnBear’s Sylvia Ng on Enhancing Customer Experience with Reverse Logistics.

Posted: Thu, 23 Jan 2025 17:03:01 GMT [source]

In a recent study,57% of consumers say they’ll spend more on a brand that offers personalized experiences—which makes them more likely to return. With every interaction, an AI chatbot gathers valuable information about your customers and their journeys. These actionable insights can better support their journey and improve the customer experience. AI-powered solutions for customer service can bring real value to your business when used effectively. AI tools can improve human agent productivity and efficiency, while AI chatbots can support customers 24/7 across time zones and multiple languages.

However, navigating privacy regulations, like Europe’s General Data Protection Regulation (GDPR) or the California Consumer Privacy Act (CCPA), can be complex and might erode customer trust if handled poorly. There are several benefits to implementing a customer-centric marketing strategy, including better brand reputation and higher customer loyalty. An informed customer-centric marketing strategy requires a deep understanding of your customer’s point of view. First contact resolution rate is the percentage of support tickets resolved in a support staff’s first messaging conversation.

Prudential embraces customer centricity: An interview with Priscilla Ng – McKinsey

Prudential embraces customer centricity: An interview with Priscilla Ng.

Posted: Wed, 14 Aug 2024 07:00:00 GMT [source]

Referral rate can be measured a few different ways, such as using a specially designed referral program with unique links for each customer or using social listening to follow referral conversations. The trick to dominating a market isn’t just clever advertising but rather a habit of continuously deepening your understanding of your customer and striving to add more value to their lives. Knowing the typical paths on your site is one thing, but it’s another to understand when and why customers use different channels before buying. It can be frustrating for customers to have purchased a product from you and not know where it is. Wonderment Post-Purchase is a tool that helps you sort orders by fulfillment status, carrier, or region. To return the shoes and request a different size, John had to navigate through the company’s return process.

There’s a huge world of data out there, but here are the 20 best customer experience metrics for your business to paint a complete picture of the progress of your CX strategy. A customer journey map increases in importance relative to the number of touchpoints and complexity you introduce to the customer journey. With one, ecommerce businesses can proactively identify customer needs and provide them with information that helps them progress to the next stage—ultimately becoming a loyal customer. A customer touchpoint is any point in which your customer engages with your brand. Touchpoints can be online, like viewing your product reviews, or offline, like visiting your store.

Consider using mapping software like Miro or LucidChart to visualize this journey effectively. AI features, such as voice and image recognition, can improve accessibility and speed up processes. Virtual assistants that offer voice-activated navigation can improve a site’s accessibility by giving users with mobility impairments access to content hands-free. Image recognition can also simplify tasks like verifying identity or scanning products to make payments or returns more efficient. On the other hand, AI technology delivers a seamless, unified experience regardless of whether customer engagement occurs on chat, email, social media, or the phone. Meanwhile, this frees human agents to handle complex or nuanced issues that require creative problem-solving or a more personal touch.

And like the fictional chocolatier’s factory, there are some invisible human helpers inside the trailer. A machine mixes the drinks from the various ingredients but a few steps are not yet automated, like applying a label with the customer’s name to each drink and moving beverages around inside the trailer, Whitten said. Once a driver arrives at the parking lot, cameras and a LIDAR sensor on the trailer assess the window height of the customer’s vehicle and raise or lower an automated serving platform. When a reporter pulled up in a midsize SUV on a recent sunny weekday, the system delivered a perfectly chilled iced coffee at just the right height. When I started using Shopify Plus, I was an SME, but today, I’m an enterprise.