In ecommerce development, retailers need to chart out a way to deliver a customer experience that brings in brand retention and sales. Wondering how to do that? Don’t worry.
Here are top strategies to deliver a better customer experience.
- Delivery
The first and foremost checklist for the customer to rate his experience with an online retailer is a smooth delivery of the product he has ordered. A reliable courier service might only treat half of the problem.
What you also need is creating a system that enables the user to track his delivery and make the whole process rather transparent. During the setting up of the store, i.e. in the process of ecommerce development, hence it is necessary to integrate such systems in place.
2. Packaging
Since retailers many a times do not have control over their delivery because it is handled by third party organizations, hence the least a retailer could do is work on the packaging. A simple package can also become a brand.
3. Option to opt for quicker deliver
There also needs to be scope for an user to choose the kind of delivery he wants. Apart from the normal delivery, an option for quicker delivery needs to be ensured.
4. Registration
Apart from allowing users to purchase as a guest, it is necessary to persuade them to register. Allow them to have a personalized experience by letting them interact with other customers and build a 24 * 7 customer care which can be reached through the same website. In the process of retail development, registration will help in creating repeat purchases.
Make sure to facilitate the user to save his payment method, transaction details and delivery information. Take for example amazon’s one click payments which has been very popular with customers. Also when through this phase of ecommerce development it is equally important to remember to have easier methods of account and password retrieval.
5. Customer service
Personalize the customer service using the social network. This can help in creating the personal touch offline retail had. The following charts down the possibilities to improve customer service.
6. Marketing
In the online market, customers are making the first move. They are seeking out for products and services themselves. Hence the right form of marketing can prove beneficial to enhance the customer experience. After the first purchase, a simple follow up email can do wonders of suggesting similar items.
The Add to Cart option needs to be integrated with such suggestions also. Also the email service needs to account for the customer’s history and notify him for the items added on the cart but not purchased. Also a simple birthday wish can add an extra layer of belonging for the customer. Reminder emails can also help to bring a customer back after a long time of dormancy.
7. Rewards
It is important to have a reward system in place for the most loyal customers. There can be offers and discounts for customer referrals. A simple gift can make that important difference.
8. Make the most of special occasions
There’s no alternative. Either make the most of the special occasions which sees frenzied purchases or just disappear into oblivion the next day. Faltering is not at a possibility on such days. It completely puts a full stop to the customer experience.
Let’s take for example Black Friday. It is indeed one of those days when sales rocket to an all time high. This is one of such occasions whose potential retailers need to utilize. Since it is a very busy day for online retail, it is also important to note that customer experience might falter though sales might increase. This shall look good as a statistic for a single day but the very next day, a chunk of customers would have drifted away owing to a poor experience on such occasions.
Black Friday actually tests the ecommerce portal as a whole – it questions the backend plus the innate science and technology of ecommerce development. The first problem might be as basic as the page not loading in time owing to the heavy traffic. Since a lot of transactions are happening on the mobile, optimization of the services for the mobile phone is necessary. The performance of the ecommerce portal hence becomes the most fundamental key to an uncanny customer experience.
From minimizing third party scripts to doing a A/B testing, tweaking of the website might be required for better performance. Make sure to address the customer’s FUD – fear, uncertainty and doubt via the testing. Also account for value proposition and urgency messaging. It is hence necessary to have a Ecommerce solution provider most of the times to tackle such problems.
Conclusion
Customers can only be retained via a great experience which they themselves value. Retail development is all about delivering that uncanny customer experience. An ecommerce solution provider might be invaluable to the portal. It’s always important to remember that customer retention is more important than customer acquisition.
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