Keeping a customer happy is a top priority for most businesses, and that goes double for eCommerce. eCommerce sites make shopping easier for many people, so it is essential to keep in mind what your typical customer is trying to achieve.
Get feedback from your customers
In any business, there’s going to be competition. With eCommerce sites though that competition is endless. There are tons of other online shops and plenty of brick-and-mortar stores.
So how do you stand out from the competition? By giving customers exactly what they want. To understand exactly what your customers want you’ll need to carry out qualitative research, you can do this by starting to surveying new and repeat customers through email surveys or checkout pop-ups, you can do this by carrying out e-mail surveys that are triggered directly after a sale (to incentivise people filling out a survey, you can offer a chance to win a free voucher).
Ask your customers what would make their shopping experience more enjoyable or convenient is the best way to get information. Use the information they provide you with to create a better shopping experience, this will be great for customers and help you increase sales.
Listen to take and adapt to criticism
If someone is particularly unhappy with the shopping experience your eCommerce store provides, the information you will get from the might be harsh, but it is often the most insightful information and can be vital to understanding whats wrong and correcting it.
Also acknowledging if to the customer that you’re working on improvements and that you appreciate their feedback, can end up turning an unhappy customer into a loyal repeat customer. So make sure to listen to the negative feedback and act accordingly!
Keep your buying process simple
Its difficult to get your website noticed let alone get someone to buy something from your site. Many eCommerce shoppers like purchasing online because it is so easy. So, it is best to keep checkouts and payments simple too. If you are offering deals or promo codes, make sure they work properly and are marked. Customers love discounts, but if they have a promo code and can’t figure out where to enter it, they are going to forget all about you.
Keeping things fast and simple will help attract new shoppers and retain previous shoppers. If you are building an eCommerce site with a free website template, also make sure it works and avoid building a website that seems too complicated. Finally from a design perspective, use white space effectively give your content space to breathe, so customers feel at ease.
Showcase your prices versus competitors
Some customers might be more interested in comparison shopping than in ease. If you are selling bigger tickets items, they may want to have a look at other options and prices. Showcasing prices from competitors – when your prices are better – can be helpful to sales.
Make support available
Other browsers might be less worried about the cost of a large purchase but want to know there’s a guarantee or a help centre if things go wrong. What a patron wants may change depending on what you are selling, but keeping them happy and assured that you will resolve any issues that may occur is important to the buying process online.
It’s all about customer happiness
No matter how good your eCommerce business is, there’s always room for improvement. Keeping customers happy and giving them a seamless shopping experience is the first step. Remaining vigilant for complaints, or for ways to increase customer satisfaction is the second.
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Successfully operating an eCommerce business for the foreseeable future is the third, but you cannot get there without asking questions and hearing the feedback. Let your customers help you help them because, in the end, you both want the same things: a smooth shopping experience and site people like returning to. Giving customers what they want is good eCommerce.