How you communicate with your customers says a lot about your business.

To drive engagement, burnishing those brand reputation credentials is paramount. But what’s the best way to go about doing that?

Are you prioritizing customer retention? Even a 5% increase in customer retention can shoot up your business and increase revenue by 25-95%.

Yes, you heard that right! 

If you run an eCommerce business, what matters most to you? Sales and conversions? Quality products? Great customer experience and service? Of course, with global eCommerce sales totaling around $5.2 trillion in 2021 and expected to reach $8.1 trillion by 2026, the correct answer is likely all of them. You want to be sure that every aspect of your business is the best it can be. 

The value of excellent customer experience (CX) is second to none for all types of businesses. In this day and age, developing a customer experience strategy to differentiate your brand from your competitors is vital.

As an established eCommerce business, you understand the importance of leveraging your online presence. You know all about social media marketing, email newsletters, and SEO. However, there is another essential resource that can help convert customers into strong brand advocates, get feedback, and generate new leads. This is the humble support forum, a tried and true type of online community that has allowed people to ask official representatives and experienced users questions about whatever issues they need assistance with. 

Nobody likes buying a product only to find that it’s the wrong fit, faulty, or simply not what they’re looking for. This is especially true when it comes to online shopping since we don’t get to see, touch, or try out what we’re buying before making a purchase.