You Can’t Be Seen As Not Listening Or Not Doing Your Job!
In today’s world of instant gratification, many consumers want companies to let them know about delays and back-orders before they check out or buy an item.
We don’t know about you but we all get frustrated every single time we have to wait for an item to be delivered. It sometimes seems like there is a delay or back-order in nearly every transaction.
This happens both in-store and online e-commerce.
The truth is, consumers, don’t want to hear it when it comes to a product they are about to purchase. You’ve probably already realized that if you’ve ever been in a situation where you’re at the point of purchase, and you ask about a product that is out of stock, and you’re told it’s on back-order, you probably just ‘walk’ away and search for another supplier, right?
What makes things even worse is that when you do ask about it, the question is usually met with a “we can’t do anything about it”.
No matter how hard you try nothing seems to make a difference. When you ask for a refund or exchange, you’re usually met with indifference, impatience or disappointment.
You might even feel you were the victim of a scam! You were told you were getting a deal, but now you feel like a fool. The truth is, you were misled or even deceived by the retailer. You were sold a ‘pup. And they know it too!
So, what can (should) retailers do?
One thing that every online store must do is to have a positive attitude when dealing with customers. Customers are usually quite sensitive to poor experiences so a lot of work needs to be done to avoid issues such as late orders, orders getting lost and products that don’t arrive on time.
Here are some ideas to deal with this situation.
- Establish a great relationship
Always be friendly and helpful. Make it a point to answer their questions and help them solve any problems that they may be having. You should also offer an easy way to contact you by phone or email.
- Establish a 24-hour support system
If something does go wrong or if a client has any problems with an order, make sure that you are available around the clock to assist them in any way that you can.
- Be clear in communication
This means that you should give the customer clear instructions on how to place an order, what is expected of them and when it will be delivered. If a customer orders more than one item, give them detailed information regarding the shipping costs and delivery dates of all items.
- Send regular newsletters
Sending out newsletters is a great way of keeping customers informed about new product launches and sales promotions.
- Acknowledge and respond to feedback
When you receive complaints, you need to take these into consideration and make the necessary changes.
How to enable the best customer e-commerce experience
Customer loyalty is the lifeblood of any business and if you want to make sure that your customers remain loyal to you then you must do everything that you can to ensure that they are satisfied with your services.
Customers who have a good relationship with your business are often more loyal to you than those who do not. This is because they feel more comfortable dealing with you and therefore are less likely to shop around for cheaper prices.
When asked 62% of consumers said that they bought from Amazon because they knew they could get the product they wanted when they wanted it or knew when it would be delivered!
Happy customers are your best marketing tool and Amazon knows it!
But an unhappy customer will spread negative feedback about your company across social networks and word-of-mouth which can do a lot of damage regardless of your marketing.
Your customers will be more loyal to your company if you look after them when they are having problems or if they have an enquiry. This will help build a good relationship with them.
Customers who feel valued and appreciated will be more willing to share their good experiences with their friends, family and colleagues.
This can be the most effective way of advertising your business and maintaining a head start on your competition.
Existing Customers are Your Best Customers
Happy customers will become repeat purchasers! And, repeat purchasers are your best customers.
Using the right e-commerce platform that provides the required facilities to enable good customer relationships is a must. Webmedia has been helping SME’s choose, design and build ecommerce experiences that support and enhance that customer journey.