In the first half of this year, I talked about retailers revamping their marketing mix in the wake of the 2008 holiday season. Now as we approach another holiday season, online retailers have the benefit of knowing more about how their customers react and respond in tough economic times. Now is the time to harness that awareness and strengthen your bonds with customers. Whether you are a marketer, or business owner who wears the marketer hat, you can introduce some new ways to deepen the customer connection.
Expand beyond the walls of your website: September signals a flurry of activity running the gamut from back-to-school functions to various business networking forums. So take this approach and apply it to the online world. For example, many retailers are developing portable widgets that link to their content and services and finding other “outposts” across the web to place the widgets. In addition, the concept of an app store, such as the Conduit Marketplace, is one venue that allows businesses such as eMusic, Cartoon Doll Emporium and Pretentious Pooch to distribute their content and services beyond the walls of their websites. Customer acquisition and overall satisfaction get a boost with this expanded online presence, as more and more customers laud the efforts of retailers who develop convenient applications to meet their needs.
Make information easy to access: Time and again, one popular method retailers use to try to keep consumers satisfied is discounts. Once you understand your customers’ needs and the factors driving their decisions, you need to alert them to the promotion without spending so much time and money doing so that it drains your coffers. Savvy online shoppers know to search for coupons and promotions on sites such as RetailMeNot and A Thrifty Mom. As a matter of fact, these sites have even created customized applications on which shoppers can receive updates via their browser. These sites go the extra mile to be on the same page as consumers by not only lending a virtual helping hand with coupons and discount codes, but also providing a simple conduit to the information their users covet.
Provide convenient forums for feedback and questions: Social networks such as Facebook and Twitter offer another means to gather feedback and answer questions about your company and products. Don’t be shy about utilizing these avenues, but you must plan to be diligent about updating and responding so that negative comments don’t go unanswered. If you decide to create a business Twitter persona, or already have one, decide whether the primary function will be to serve as help desk or a personality that provides color and commentary within your industry. Then make sure that you have a consistent voice as you disseminate messages and responses. Make sure you aggregate all of your social networking tools on your website and create a conduit to customers with a branded community toolbar. Pretentious Pooch, an upscale pet supply store based in Baltimore, is a great example of a small retailer that has been able to deploy social media, content, and e-commerce in a single location to drive loyalty and sales.
Adam Boyden is president of Conduit.
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