There is no successful business without loyal customers. Unfortunately, not all customers are equally important. When it comes to eCommerce, it can be difficult to develop a long-term partnership with consumers. Ensuring that your customers are loyal is essential to your existence. However, in an eRetail structure with little opportunity for face-to-face interaction, it can be tricky to express to your customers that you care for them.
Your Customers Enjoy Data Safety
As most users are digitally savvy, you’ll find it hard to meet someone who is ready to share confidential information online. Your customers expect your website to meet their online expectations, starting with their privacy and the safety of their data. However, once the data are shared, there is very little a user can do to check that their information is safe. It’s your responsibility to ensure that you work with a professional team that can provide the appropriate level of IT support. This includes maintaining your customer cloud, security, and back up around the clock. You will find specialist teams for fashion retail, software shops or even online marketing providers. The bottom line is that digital data is precious. You can’t afford to look after them.
Your Customers Receive Timely Delivery
Nobody likes waiting. When it takes your customers only a few seconds to place an order, they can become very impatient if they have to wait for several days or weeks to receive their item. Your customers expect a speedy delivery service. If you’re working with a courier supplier, you need to check all the available services as well as the feedbacks about the company. A poor delivery experience can affect your brand dramatically. If you run the delivery in-house, your role is to provide your delivery driver with the best possible support. Your team of drivers can go through long and hard days on the road and away from their families. The smoother you make their days, the better it will be for your customers.
Your Customers Want to Engage
If you have a social media presence, you are likely to receive comments, questions, and complaints from your customers online. Whether it’s Twitter, Facebook or even Instagram, customers tend to use your social media platform to get in touch with your company. They expect an answer, especially as the interaction is public. A company that refuses to reply sends a negative message to all its customers. It’s the equivalent of launching a campaign that says ‘I don’t care about my customers.’ You have to answer quickly, preferably within a few hours. You also should implement an official response for large-scale concerns, such as the recall of a faulty product. But don’t forget to stay personable and approachable.
Your Customers Deserve to be Taken Seriously
It doesn’t matter how good the products or services you sell are. You will get complaints. Customers complain about all sorts of problems, and you need to brief your team to handle everyone as effectively and positively as possible. The first and most important thing is to think of a complaint as a way to improve your business. When you do, you are in a better position to research and understand the situation to find a solution. Situations can get complicated and emotional. Be prepared to listen truthfully to your customers and give them the benefit of the doubt.
Your Customers Feel Valued
How much is an order worth to you? If your primary reaction is to check the value of the order, then you are at risk of making customers who spend less feel less appreciated. Instead, you should bear in mind that a happy customer is a customer who is likely to come back and recommend your brand further. In short, any order is valuable because it can bring more. Something as simple as a thank you note or complementary discount for the next order can be appealing. You can also encourage customers to join your community, providing them with a personalized experience.
You Offer Diversity to Customers
How often do you review your offering? While customers might have fallen in love with one of your products, they also expect your company to evolve with the market. You should invest in product diversification regularly, to make sure that you can bring exciting and new items or services. Ultimately, you can’t engage customers when your business doesn’t change.
Your Customers Want The Best UX
What’s the favorite gadget of every customer? A smartphone. Users love the freedom that a phone gives them. In a few clicks, they can book a restaurant, get in touch with a friend, or even apply for a job. Creating an app for your eCommerce site is the quickest way to acknowledge the love relationship that customers have with their smartphone. You can streamline interactions and make it easier and quicker for them to order.
Diversity, UX, data security and even quality delivery: Your customers want it all. There is no pick and mix here. eCommerce customers have high expectations and businesses that fail to meet them tend to disappear from the market.
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