Has it ever crossed your mind that customers no longer buy products and services, they now buy experiences? Jerry Gregoire, who was once the CIO of Dell said, “The customer experience is the next competitive battleground. It is where businesses are won or lost.” In other words, a customer might not necessarily make a purchase from you even after spending hours on your storefront, they move on to another store to get that same item.
This doesn’t mean they have not had a buying experience with you, it just means you have lost a sale. Therefore, it is essential for you as the merchant to make the customer experience as memorable as possible in order to encourage more sales.
To ensure your success in creating this experience, we have prepared some tips to help and guide you:
1. Always be available
Customers know what they want and when they want it and will move on to someone else if they cannot get it from you. Ensure you are available to take enquiries and supply information about listings on your storefront. This will give them confidence in the merchant and encourage more orders.
2. Be detailed and thorough
This will boost purchases from you and protect you from claims that items were not as described. When customers shop online, they cannot see/feel the product and have to rely on the images and descriptions you put there. We know that customers are more likely to purchase an item with more detailed listings and clearer images.
3. Be responsive and keep your customers informed
Customers want someone who is easy to do business with. You need to be proactive in engaging customers and while doing this, ensure you remain courteous and professional. Once you receive an order notification, inform the customer and advise them on when their order will get to them.
4. Put the customer in control
Customers love to feel that they are in control of their purchase. They want to have power over the choice of what to buy and how to pay for it. Therefore, it is good to make available different products and means of payment on your storefront from which they can make their preferred choice.
5. Deliver on your promises
Customers place their orders and expect it to be delivered just the way they have been promised. If you leave your customers satisfied, they are likely to make repeat purchases and make word of mouth referrals. A satisfied customer will tell an average of five people about good experiences while a dissatisfied customer will tell eleven (nearly two times more) people about bad experiences.
6. Take responsibility
Customers expect you to take immediate action to provide a solution to their problem. They hate being tossed around (who would?) Tell them what you can do instead of what you cannot do. Therefore, if a complaint is made about your product/service, it is your duty to take the feedback, work on it and ensure that the customer leaves happy.
7. Follow up
A follow up call keeps the customer closer and makes them feel cared for. It is also a great opportunity to get feedback, know what you are doing rightly and what you are not and how you can make improvements.
By focusing on these tips, you are sure to stand out as a merchant on our platform and always remain top-of-mind for customers’ orders.