If you don’t want to live the cookie-cutter life, you can proactively collect customer data through exit-intent surveys, feedback forms and follow-up calls to further encourage communication and gather more data. You can repeat this process to assess why customers aren’t purchasing again or why they aren’t renewing their subscription, so you can make informed decisions and give them the best experience. This data helps you understand customers deeper, anticipate their behavior and tweak your strategy based on their intent.įor example, if you get to know that a consumer has visited a particular product on your website multiple times but didn’t go through the purchase even after personalized emails - you can identify friction points, remove them and address their needs with better offers and channels to convert them. These are not just numbers but crucial value points that should guide your plan of action and each decision you take once a customer enters your funnel. Make decisions based on customer dataĪs a DTC brand, you’re directly connected to the customers, so you have access to first-party data from the website and all your selling channels. Now that you know how important customer experience and service is to achieve the numbers you desire with your DTC business, let’s explore three significant ways in which you can enhance this experience further.
#BLUEPRINT CUSTOMER SERVICE HOW TO#
How to provide great customer service within DTC This bit can make or break all your efforts.
īeing a DTC brand, it’s easier to build retention and loyalty by simply focusing more on how you interact with customers, what language you use, how you identify their pain points and so on. There's no better way to keep your customers from going to your competitors than providing them excellent customer service by speaking their language and showing them you care at every step of the sales funnel. Going beyond a transactional relationship Here are some more reasons why DTC customer experience matters so much. Here, customer experience emerged as a must-have and not just a nice-to-have for brands to offer customer delight and become customers' go-to DTC brand for specific products. As brick-and-mortar shopping closed down and brands could no longer enjoy traditional retail experiences, DTC shopping got a much-needed facelift.Īs everything migrated online, DTC brands had to make extra effort to retain customers and encourage them to buy again. The rise of DTC can be majorly attributed to the pandemic. Why does Customer Experience (CX) matter within DTC? By adopting a DTC model, brands cut down on acquisition costs, form strong brand-consumer relationships, and get better control over their supply chain.īut how exactly does customer experience come into the DTC mix? Let's explore.
The DTC market is growing at a 15% YoY growth, with sales approximately being $20B in 2021 alone and forecasted to grow by multifold in 2022. Think Dollar Shave Club, Glossier, Lollipop, and Jones Road Beauty. Unlike marketplaces or retail eCommerce, DTC brands directly interact, sell and manage the consumers. Direct to Consumer (DTC) is a business model where a company sets up a sales channel directly with the consumers, cutting out the retailer or any other middleman altogether. And in this article, we’ll tell you exactly why and how to build a stellar customer experience for your DTC customers. In the face of constantly changing buying trends and consumer behavior, you should provide the best experience, so they become loyal to your brand and come back for repeated purchases. In fact, 86% of customers say customer service is a key factor in their purchase decisions, and 68% of consumers say they’re always ready to pay more for products from a company with a strong record of good customer service. What is the number one thing that makes you buy from a DTC brand repeatedly? Maybe they sent you a personalized letter with your order, got in touch with regular order updates, or followed up with a call after delivery to request your feedback.Īll these things count towards excellent customer service and experience - a crucial pillar for DTC success in 2022.
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