Whether online shoppers are tapping “buy” on their phones or clicking “Check Out” on their computers, the expectation of e-commerce customer continue to change rapidly. They’re look for easy, seamless, and affordable experiences from online retailers.
To succeed in the competitive landscape, e-commerce companies will need to learn to meet — if not exceed — their customers’ expectations. These four strategies will not only win you the hearts, but also the trust, of online shoppers.
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1. Surprise and Delight Your Customers
People remember the experience, not the product. After interacting with a company, people’s first thoughts go to how they felt and not what they bought.
The top-notch experience of your company needs to extend beyond the purchase. There should be a series of perfectly branded moments that create a story and personalized experience for your customers. Think colorful swag items, a thank you card, or even a phone call.
If people remember how great they felt interacting with your brand, then you’ll shape long-lasting loyalty from your customers.
2. Give Them A Reason to Keep Coming Back
Many people may tell you that the key to growing an online store is to acquire more customers. While this advice rings true for some, studies show that retention weighs far more in successful online businesses.
Think about it. What if you gain 10 new customers every day, but only one decides to come back? You’ll be in for an expensive and unsustainable business. According to Bain and Co., a five percent growth in customer retention can increase a company’s profitability by 75 percent.
Meanwhile, it costs retailers five times more to acquire new customers than it is to retain and reengage current customers. Put simply, keep your customers happy and give them a reason to come back. It’ll pay off in the long run.
3. Be Honest About What You’re Offering
Nothing loses a customer’s trust more quickly than false advertising. Regardless of whether you’re selling a product or offering a service, you need to be honest with your customers about what you can do for them.
If you’re going to promise them a cotton, teal polka-dotted, red-stripped shirt, you better make sure that same shirt your customer sees online is what arrives at the door. There’s a time and place for surprising customers. Delivery isn’t one of them.
4. Make Delivery Personalized, Not Just Fast and Free
With the growth of the on-demand economy, customers new expect simple and convenient services at their fingertips. Whether it’s food delivered to their door, an affordable place to stay, or even massages within minutes. Yes, that’s a thing.
Simply put, customers expect an incredibly personalized experience at every point in the day.
That’s why the way you ship can’t just be fast and free — it needs to be an easy, personalized experience for your customers too. That’s where Roadie comes in.
When businesses ship with a traditional carrier, they don’t get the same ease and convenience as they would with Roadie. Business owners are met with post office lines, packaging expenses, and a lack of clarity of where your stuff could be. At Roadie, we take all of that out of the equation.
Someone already heading in the right direction will safely tuck your customers’ items in the back of their car and deliver it door-to-door. Your customers can track their shipment in real-time and meet a trusted driver committed to delivering their stuff with care.