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Engaging Your Customers Right in Direct Selling

“Forget about your competitors, just focus on your customers” – Jack Ma (Founder, Alibaba Group)

Customers speak for your brand; whether it is good or bad. If it is good, it's going to be beneficial for the brand and if it is otherwise, the bad will amplify a thousand times higher than the good. So to speak, engaging your direct selling customers in the right way is as important as making profits. 

Recent research has shown that companies that engaged with their B2B customers managed to reduce customer loss by 63%. This has resulted in increased wallet share by 55% and productivity boost by 50%. Direct Selling being the most customer-centric industry, the strategy can do wonders to create customer connections at more intelligent levels. 

Customer engagement paired with loyal strategies is aiming at relationships at a more personal level than the usual business relationship. This could be a birthday message, seasons greeting cards, discount coupons, or even timely hampers to let your customers feel that you value them beyond making just business. This could benefit the business in the long run rather than spending randomly on a mass audience. 

It is important to identify your customers accurately and understand their needs and preferences to build a well-outlined direct selling eCommerce strategy. Various social media platforms, website forms, polls, and questionnaires could be used to extract the right data. Online paid surveys are yet another tool to get a detailed understanding cause people tend to share their personal information when they are incentivized. 

Above all this, it is important to stay honest and sincere with your customers and promise them only what you can deliver within the said time frame. Loyal customers tend to forgive even if the company makes a mistake at unforeseen circumstances and that depends upon the relationship that is built with them. 

Keep in mind that the ultimate goal is to build your direct selling eCommerce business with positive feedback and increased retention rates. Messages or emailers or any materials being sent out to them should not be sales-oriented but to address their concerns and queries. And if you are going to go the extra mile, you could send them your merchandise or even an annual holiday ticket maybe…?

This article was published on 15.02.2022 by Noufal P Bava
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