#161 HTE - TikTok Shakes Things Up with Sizzlin' New Social Features! 🤘🏻
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😱 TikTok Brings on the Heat with New Social Media Twists
⚙️ Ways to Get the Scoop on Your Customers' Experience with Product Analytics Tool
🤔 Top Techniques for Direct-to-Consumer Brands to Keep Customers Coming Back
🛍 TikTok Takes Aim at Amazon's Shopping Throne - Get Ready for a Battle of the Browsers!
👩🏻💼 Boost Your Sales and Customer Trust with Fera AI
📕 Top Reads Of The Week
⚙️ Plenty Of Jobs Await You!
So, scroll down to THE VERY END & read up on what’s yet to come your way!
TikTok Brings on the Heat with New Social Media Twists
It looks like TikTok has been getting inspired by its competition and spicing up its game! The short-video giant recently added some new social media twists to its app, borrowing ideas from platforms like Instagram and BeReal. With the new Friends tab, users can now see videos from their peeps and TikTok Now encourages them to post daily snaps or vids at specific times.
TikTok is also interrupting the flow of videos on its For You page by urging users to follow recent followers, and it's not shy about asking for access to phone contacts either. All of these changes are part of TikTok's efforts to promote social connections and keep its audience engaged.
While these features might help TikTok keep the good times rolling, some employees have debated internally whether they'll dilute the app's unique appeal. But hey, who doesn't love a little experimentation and innovation?
Ways to Get the Scoop on Your Customers' Experience with Product Analytics Tool
Say goodbye to mediocre customer experiences and hello to wowing your customers every step of the way! By using a customer experience analytics tool, you'll be able to gather all the juicy details about how your customers are interacting with your brand. It's like having a secret spy on your side, giving you all the intel you need to make your customer journey even better.
Think of all the benefits you'll reap from using this tool: increased customer acquisition, a bump in engagement, a lower customer churn rate, a personalized experience for each and every customer, and let's not forget about boosting your bottom line.
Don't waste any more time guessing and experimenting. With real-time data, you'll be able to see what's working and what needs a little tweak. So, let's put on our detective hat and get to work on making your customer experience the best it can be!
How to Track Your Customers and Their Experience Like a Pro!
Step 1: Know Your Ideal Customer Profile
Who's your dream customer? Get to know them and their needs!
Don't waste time marketing to the wrong crowd. Focus on your ideal customer.
Don't be a part of the failure statistics. Know who your ideal customer is!
Step 2: Map Out Their Journey
A customer journey map is a visual representation of your customers' goals with your company.
Know what your customers need from the moment they land on your website to any dissatisfaction they may have.
Identify cracks in the customer journey that lead to disappointment and loss of sales.
Step 3: Start Tracking Important Metrics
Use Google Analytics to get the data you need in real-time.
Track search queries, customer segments, conversion rate goals, website load speed, and bounce rate.
Make sure you're giving your customers a good experience and meeting their goals.
Tracking Customer Experience: Fun & Easy Metrics to Know!
Effortless Experience - Customer Effort Score (CES)
Did your customer struggle to purchase from you? Find out with the CES score! Simply ask your customers to rank their experience and calculate:
CES = Total sum of customer effort scores divided by total number of customers
Aim for a CES score of 5 or above for a smooth sailing experience.
Customer Smiles - Customer Satisfaction Score (CSAT)
How satisfied are your customers with your product, brand, and support? Measure it with CSAT! Use in-app surveys, post-service surveys, or email marketing to calculate:
Average CSAT = (Very satisfied + satisfied) / Total number of respondents
Track this to keep those customer smiles coming!
Word of Mouth Magic - Net Promoter Score (NPS)
Would your customers recommend you to others? Measure their advocacy with NPS! Simply ask them on a scale of 1-10 and calculate:
NPS Score = % of Promoters - % of Detractors
Turn your customers into your best brand ambassadors with a high NPS score!
Repeat Visits - Website Visitor Metrics
How often are your customers visiting your website? Track it with visitor metrics! The more repeat visits, the higher the chance of them coming back to make a purchase. Use remarketing to seal the deal!
Goal Getters - Conversion Rate
Did your targeted customers reach their goal on your website? Track it with the conversion rate! Measure the number of targeted users who achieved their goal, like signing up for your newsletter. More conversions, more success!
Social Buzz - Social Listening
What are your customers saying about you on social media? Keep tabs with social listening! Track mentions, positive or negative, and respond quickly. Stay on top of the social buzz!
Shopping Cart Heroes - Cart Abandonment Rate
Are customers adding your products to their cart but not completing the purchase? Track it with the cart abandonment rate! Calculate by:
Abandonment Rate = (1 - (Completed sales / Initiated checkouts that were abandoned)) x 100
Keep those shopping carts full and prevent any abandoned heroes!
Customer Champions - Support Rate
How often are your customers reaching out for support? Measure it with the support rate! Analyze the nature of their concerns and resolve any issues to decrease support and turn your customers into champions of your brand!
Top Techniques for Direct-to-Consumer Brands to Keep Customers Coming Back
A Little Background..
Did you know that DTC brands have a pretty sweet deal going on with their customers? A recent report by Metrilo shows that DTCs have a retention rate of 28%. But the real icing on the cake? 60% of their revenue comes from repeat customers! That's right, DTC brands are killin' it because of their super loyal customer base.
Why Retention Matters for the Bottom Line
First Time Isn't Always the Charm...
Let's be real, making the first sale to a customer is tough. It's a fact of life in ecommerce that DTCs take a hit on their first sale to each customer. But don't fret! Repeat orders are the magic ingredient that make it all worth it. When a customer orders again, it more than makes up for the cost of their first purchase.
A One-Time Affair Ain't Enough...
If a DTC brand is only getting one-time customers, they're either in a bit of a pickle. Either they're barely scraping by with thin profit margins because of high acquisition costs, or they're not willing to spend a lot on acquiring customers, which brings in low-quality leads who don't order again...
Retention to the Rescue!
But here's the good news! Customer retention brings the cost of each sale down, and before you know it, profits are skyrocketing! So let's give a round of applause to all those repeat customers who are making DTC brands a huge success!
"Keep Your Customers Coming Back For More: The Magic of Customer Retention"
Why Acquisition Alone Ain't Enough
"Small But Mighty: The Power of Niche DTC Brands"
"Don't Get Stuck in the Stockout Situation"
"Invest in Your Future, Keep Your Customers Close"
"Retention Done Right: Best Practices for Loyal Customers"
"Customers Can Spot a Remarketing Afterthought a Mile Away"
"Make Engagement a Two-Way Street: Tailored and Continuous"
To increase sales and retain customers, engage them through content marketing and community building instead of constant product pushing. Nurture your customers, educate and inform them, and provide relevant content and promotions based on their data and preferences.
Reward loyal customers with priority support, early access to new items, insider discounts, member services, gated content, and milestone gifts. Send reorder reminders a few days earlier than they run out of your product to increase conversions.
Create an extraordinary shopping experience with personalized shopping assistance, cool packaging, unboxing surprises, post-purchase social media engagement, and thoughtful details. Respond to both positive and negative feedback to show your customers you care and value their suggestions.
TikTok Takes Aim at Amazon's Shopping Throne - Get Ready for a Battle of the Browsers!
Yo ho ho and a bottle of retail fun! Hold onto your shopping carts, people, 'cause the retail world is about to get shaken up! Amazon, the granddaddy of online shopping, has ruled the roost for years with its vast selection and speedy deliveries. But a new kid on the block is giving them a run for their money. TikTok, the dance-filled app from ByteDance Ltd., is becoming the go-to place for young shoppers to browse, discover, and buy all the latest trends.
Why, you ask? Well, let's just say Amazon might have the logistics down pat, but it's not exactly the life of the party. TikTok, on the other hand, is all about fun, engagement, and a little bit of surprise. Just ask the 67% of shoppers who said TikTok was the most influential platform for gift ideas during the last festive season.
But fear not, Amazon is not one to sit idly by. They've got a new trick up their sleeve with a feed called Inspire that's set to turn the tides. In the next few months, when you open the Amazon app, you'll see a lightbulb in the navigation bar that'll take you on a tour of curated reviews and ads for different products. Picture it like Instagram, but on Amazon! Get ready to discover new and exciting products and feel the urge to buy, buy, buy!
Uh oh, has Amazon been here before? Yup, you guessed it! Back in 2017, they launched Amazon Spark, a feature within the app where Prime members could post pictures of products and reviews. People could like the pics or tap the shopping bag to see more info, but Spark never really took off. Fast forward to 2019, and Spark became Shop-by-Interest, where shoppers could pick categories they're into and chat with other customers.
But with TikTok taking over the world, Amazon's got some catching up to do! They're trying their hand at social commerce again with the launch of Inspire. But here's the thing, just adding another feature to the app won't cut it. Companies like TikTok and retailers with cute sites and apps, like Zara and Urban Outfitters, have shown us that Amazon's got some major weaknesses. Shopping on Amazon is about as exciting as paying a gas bill online. The site's bland two-tone design and confusing navigation make browsing a total snooze fest. The app's not much better, folks.
It's the big kahuna of online shopping where folks log in, find what they want, and check out with their purchase arriving a few days later in a plain brown box. Amazon made a fortune by being super efficient and competitive on price, and they basically revolutionized the whole retail industry with their convenience factor. But, they hit some rough times in 2022, with their retail biz struggling, and their Prime memberships not growing as fast. So, now they're trying to step up their game and be more than just a delivery company.
Enter Inspire! This new platform will connect shoppers with "shoppable content" made by other customers, influencers, and brands. But here's the thing, more and more people are starting their shopping journey on TikTok, instead of Amazon.
So, Amazon needs to keep up or they'll be losing out on some serious dough. Walmart is already giving Amazon a run for their money, and if people keep buying straight from brands on TikTok, Amazon might have some trouble keeping up.
In short, Amazon needs to bring the fun and keep up with the times, or they might just lose their hold on the online shopping world.
Boost Your Sales and Customer Trust with Fera AI
Are you ready to take your customer trust and sales to the next level? Look no further than Fera AI! Loved by thousands of businesses worldwide, Fera is the ultimate solution for managing and showcasing your customer reviews. With an impressive 5 out of 5 stars rating on the Shopify, Wix, and BigCommerce app stores, you know you're in good hands.
With Fera's user-friendly platform, managing all of your store and product reviews has never been easier. Show off your best reviews with beautiful widgets, store ratings, and product photos that are sure to attract new customers and boost your sales.
But Fera doesn't just stop there, it helps you to grow your reviews, photos, and videos from customers automatically, making it easier for potential customers to trust your products and services.
Don't wait any longer to see the results for yourself. Try Fera today and watch your customer trust and sales soar!
Top Reads Of The Week
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Skims appoints chief commercial officer
E-commerce sales exceeded $1 trillion in 2022: report
IN NEED OF A JOB? WE'VE GOT PLENTY AWAITING YOU!
E-Commerce Account Manager - BEDGEAR
Ecommerce Java Developer - Acadaca
Remote Managing Editor - Adecco
E-Commerce Operations Associate - Robert Half
Director E-Commerce - CyberCoders
CHOOSE SUCCESS below and have a great weekend! Get that DTC business runnin’.
great stuff... I live in thailand and Tiktok ecommerce has been all the rage for the past year in SE Asia... catching up fast w/ $4bn+ GMV in the region and closing the gap with leaders like Shopee and lazada