Nowadays ecommerce businesses have the opportunity to function like normal stores, but with the additional reach and flexibility of online commerce. However, ecommerce businesses need to bring more to the table to meet modern high customer expectations. Which inevitably means more tailored and responsive customer service for supporting brand consistency and recognition. The most common challenge for businesses of any size is how to win customers. As they play a crucial role in any business there are also common marketplace mistakes that can be avoided. With many possible strategies, planning and decisions – the right ones can make winning a reality.
“A satisfied customer is the best business strategy of all.” Michael LeBoeuf, Author of How to Win Customers and Keep Them for Life
ecommerce customer service differs from its retail version. When the transaction of goods happens on the internet in a digital environment, businesses are expected to deliver the highest quality experience. Customer service can make or break an ecommerce business, as the risk of losing customers to competitors is only one click away. Poor or zero customer service can actually cost you too. According to NewVoiceMedia, U.S. companies lost $62 billion worth of business in 2016 because of bad or non-existent customer service. Microsoft polled 5,000 consumers for its 2017 “State of Global Customer Service” report and found that 56 percent had stopped doing business with a brand due to a poor customer service experience.
Providing exceptional services from start to finish is what dominates the market. Even if your competitors are offering cheaper products, bringing more value in a way that makes the experience more satisfying will make you the first choice. Being the company that is easy to do business with helps your customers feel confident and trust you. According to CustomerServiceManage.com, happy customers whose issues are resolved will tell as many as six people about their positive experience.
Who are your customers?
The answer to this question is easy – you need to know your brand and its uniqueness. Having a clear vision of what your brand stands for, how it is communicated in the market and having all the data will help you tremendously. Not only for engaging with potential customers but also keeping them. Caring for existing customers will not only cost you much less (as you have to market to them less), it will help you grow your profits in the end. That’s because loyal customers eventually end up buying additional products or services. Additionally, repeat purchases and word-of-mouth referrals are something that any amount of marketing will struggle to match.
Customer experience (‘CX’, also known as user experience – ‘UX’) nowadays is a hot topic, especially as customers can easily go elsewhere rather than stay and shop with you. Without delivering joy or at least satisfaction to customers every time they interact with your brand, you will struggle to gain their affection or their business.
The only additional thing worthy of mentioning before achieving this goal is only satisfied employees can write a story of success. A person who feels appreciated will always do more than is expected. After all, if you have good, happy staff, they’ll take care of good, happy customers.
“Even the slowest employee will work to the best of their ability if they know their efforts are being appreciated. Appreciation coupled with incentive rewards is a great morale and productivity booster.” Brigette Hyacinth, Author of Leading the Workforce of the Future
Remember that once your customer has ordered from you, that’s when your customer service will be put to the test. The ecommotors platform allows you to automate many of the customer services tasks and messages that are part of a great delivery – and customer – experience.
If you want to grow your aftermarket presence or for a no-obligation introductory discussion, please contact us.
Guide to choosing the right software to grow ecommerce sales part 1 here.