The internet has changed the way we interact with each other and the world. This rise of mobile technology paved the way for on-demand entertainment, communications, and retail shopping. Remember when you had to call your local pizzeria to place your delivery order? Nowadays there’s an app for that.
The world of e-commerce has low barriers to entry in an extremely competitive environment, so as an online retailer, you need to move fast to stay relevant and build your market share. Here are a few ideas on how to provide your customers with a “WOW experience”, use these tactics to convert more prospects, and retain your customers.
- Stay Accountable for Your Customers
Stay accountable and responsible for every step of the customer experience, from order to fulfillment. If your customer ever has a complaint, make sure that you’re listening. Take note of their concerns and actively offer solutions.
If you don’t have the solution on hand, tell your customer, and arrange to get back to them with an answer as soon as possible. Don’t try and make excuses. Customers can’t stand it when companies don’t accept responsibility.
- Predict Your Customers Desires
Use holiday seasons and birthdays as an opportunity to deliver value-add services to your customers. Offer gift wrapping services and greeting cards as additional services. Anticipate your customer’s needs in advance and provide innovative solutions. Save your customer the hassle of re-routing their gift.
Offer direct delivery from your warehouse to any location in the world and save them time. These are a few examples of how you can come up with ideas to make your customer’s experience with your e-commerce business more comfortable.
- Welcome and Thank Your Customers
Make your prospective customers feel welcomed to your site and incentivize them to shop. Attract first-time buyers to your e-commerce store by offering them a promotional discount code for their first purchase.
Once they’ve cleared the checkout process, send them a thank you email and inform them of their shipping details and tracking number. If they’ve reached a certain value threshold with their order, for instance; $100, give them another discount code for their next purchase.
Take the process one step further; buy envelopes and thank you cards, then personalize them before placing them in the shipping box with their order. These extra details to your customer service provide a “WOW factor” that your competitors aren’t using.
- Ask for Feedback and Testimonials
Give your customers a platform to contact you for any queries or complaints. If you don’t provide them with a space to voice their concerns, they’ll take to social media to do so. The last thing you want is for a service complaint about your company to go viral; this could ruin your brand.
Instead of waiting for the complaint to come to you, be proactive and nip it in the bud before it snowballs out of your control. List an FAQ page on your site for queries into shipping, order processes, and quality guarantees. Make sure that you have a live customer service representative online at all times to assist your customers if they experience any issues.
After your customer has completed their purchase, send them a short survey asking them for feedback about their customer experience. Make sure you read through the feedback you receive. Take steps to implement new processes into your business that address these customer concerns.
In the online world, you need to be sharp if you want to stay in business and grow your market share. If you don’t do all you can to prospect for new clients and retain their business, you won’t last long in the competitive online retail game.