Digital adoption, however, continues to be a challenge for businesses While Thailand has a regulated cashless system in place and China uses mobile apps for rewards program, the Philippines is still dominated by plastic loyalty cards.
In fairness, shifting to e-commerce is not an easy feat. The good news is you can utilize certain e-commerce tactics to elevate your business without necessarily making radical changes.
Find a digital partner
The Ayala group placed a 49% stake in BF Jade E-Services Philippines, which owns and operates Zalora Philippines. Zalora co-founder and CEO Paulo Campos III pointed out that it’s not a buyout and instead “introduces fresh capital” that will “go directly to expanding Zalora’s operations."
Okay, you don’t have that kind of money. Still, you can make meaningful partnerships to automate a business process. If you can’t build your own online store yet, you can have your own digital loyalty app. Filipinos are app junkies who are loyal to their brands. A RUSH platform can give you digital capabilities to increase customer retention, brand recall, and engagement.
Personalize user experience
E-Commerce platforms are meticulously designed to achieve the highest conversions. From a sponsored post on Instagram to the online product catalog in the website to the checkout process, everything is carefully thought out for a complete shopping experience.
The key is personalizing all customer touchpoints online and offline. For example, sending a customer-oriented invoice using positive language, having a simple yet purposefully-designed website or using your digital loyalty app to offer exclusive deals can make a difference.
Deliver social customer care
E-commerce goes hand in hand with social media. KimStore, one of the top ten e-commerce players in the country, started as an online shop in the defunct blogging platform Multiply.
Offer direct customer support on your social media channel or manage your page to answer queries. According to Kantas TNS research 59% of Filipino consumers trust brand messages they see on social media. It’s very important to keep your social media channels updated and maintained.
Build a loyalty program that goes beyond promos
E-commerce platforms have mastered the art of providing great deals and shopping convenience. Filipinos consumers have found a way to shop online without credit cards using cash on delivery.