“You can have the best product in the world but if you don’t understand your customer behaviour,

you won’t keep them coming back.”

With the rapid growth of e-commerce in Malaysia, more people are likely to shop online and make purchase with confidence. From the device they preferably using and the sequence of browsing products will give you an idea on how you should advertise your products. Knowing how customer behaviour relates to your online business can help you to make more sales! Check out more about Lelong Buyer’s Behaviour here: https://blog.lelong.my/2018/06/infographic-understanding-lelong-buyers-their-behaviours/ 

One of the key point of studying customer behaviour is to classified them into different groups. This can guaranteed a positive impact on your overall store GMV. 

Here are 3 best ways to use coupon based on the targeted buyer groups: 

[The Newbie] Building trust and buying confidence with good customer relationship.

Building trust is the first step to approach a new buyer. A good example is when a buyer asking questions in chat, be quick to answer and you can possibly secure the sales. Most of the time, new buyer will look at warranty, return policy and product posting details. Be sure to include all the requirements in the product posting to convince buyers. For example, if you are selling food & beverages, you can attach a “JAKIM” or “HALAL” logo on the product image, this will helps to increase the buying confidence. Not to forget, you can give out customized welcome coupon for them as a gift to encourage them on the first purchase. A little gesture can help you to maintain a good customer relationship in a long run.

[The Loyal Buyer] Increase AOV with coupon to keep your buyers coming back.

Buy more save more concept is a good strategy to increase AOV. Study your average checkout value and create a coupon that has slightly higher threshold to enjoy the discount.

For instance, 

AOV = RM 80-90

Create coupon with min. purchase RM 100, get to enjoy discount of RM 5.

You can see your store AOV increasing gradually by practicing this. However, the coupon value should strategized according to different categories as coupon value for IT hardware and Phone casing will be very different.

Other than that, try to encourage your buyer to leave a product review after they received the parcel in good condition. Rewarding them with discount coupon for leaving a valid product review can keep the buyer coming back for 2nd purchase. This is a win-win situation where buyer can increase store ratings and also gain more loyal customers.

[The Inactive Buyer] Notify on new SKU.

There could be thousand reasons why buyer are not coming back to purchase. But we can tackle this issue by keeping good relationship with this group of buyers. One of the creative way is sending out flyers of new SKU to potential customers according to what they purchased before. Next, you can also set up own social media targeting on Facebook or Instagram to reach your target audience and knowing where the buyer comes from will be an added advantage. For example, states like Sabah Sarawak, buyer may look into shipping fees more than just product price alone as the shipping charges can possibly cost way more than the product price itself.

Knowing the facts is not enough, leverage on them to grow your online business could help you to achieve better ROI. Start studying your buyers today and apply this tips on your store!

Should you have any queries, please do not hesitate to contact us here.

Sources: https://martech.zone/e-commerce-consumer-behavior/