Ecommerce success requires innovation and solid execution. The top question we get today regarding innovation is as follows:
“We’ve done product ratings and reviews, what social shopping features should we implement in 2009?”
To help our clients answer this question we developed the 2009 Social Ecommerce Guide
The top question regarding execution is as follows:
“We have a long list of features we want to implement, our current system doesn’t support them, but we don’t want to replatform. Is there an alternative?”
To help our clients answer this question we have cleary defined the Assembly alternative. Assembly Whitepaper
Lastly, great customer service is always critical in customer satisfaction. More below.
Ecommerce retailers that provide superior customer service can create a differentiator that will show significant and immediate impact to their bottom line. How are you separating yourself from your competitors in an online world that commoditizes everything? Establishing customer loyalty requires a concerted effort that should become a central strategy for all ecommerce retailers. With all the choices on the internet, if you don’t have a comprehensive strategy for developing a loyal base of shoppers, then you are one well-written negative blog away from losing business. For more info on 32 options for social ecommerce check out ecommerce solutions.
What can an ecommerce retailer do to provide an extraordinary customer experience to promote loyalty? Focusing on customer service support is a quick and effective way to improve the customer experience and promote loyalty to your site. Let’s start with a few simple basics that all ecommerce retailers must provide:
● Detailed policies on your site for returns, privacy and guarantees
● Contact Us that is easy and comprehensive for support inquiries
● Toll free 800-numbers for customer support throughout the site
● Knowledgeable and friendly call center personnel (in addition to automated)
● Minimal hold/wait time for all incoming calls
● Email support with responsive turnaround (less than 24 hours)
● Frequently Asked Questions (FAQs) that are relevant, accurate and current
● Simple “conversions” via an easy, intuitive checkout and payment feature (Google, Paypal, Credit Cards, coupons, etc.)
● Email confirmation for registration, orders and shipment (include Contact Us, FAQs, and Policies link)
● Reliable and complete shipment of products with tracking capabilities
In addition, ecommerce retailers should provide cost-effective rewards programs to their customers designed to promote return business, such as gift bags, frequent shopper “points,” coupons on next purchase, exclusive sales via private events. Never forget the benefits to the bottom line for effective customer retention versus new customer acquisition, and simple rewards can have profound results.
Furthermore, personalizing the customer experience not only during interaction with the site, but after the order has been made is very effective at developing customer loyalty. A simple follow-up email or card thanking a customer by name for their business is a long-time customer service technique that should be adopted for ecommerce retailers, as well.
In closing, managing your online reputation by only offering service that you can support well along with the simple ideas laid out here are easy, efficient and cost-effective methods to ensure that all the hard work in gaining customers can be leveraged to develop long term and loyal customer relationships.
