Customer experience is a priority for most top eCommerce businesses. Why? Because offering a premium customer experience can bring about massive changes to customer retention and loyalty, leading to increased profitability for your business.
Studies have shown that 86% of customers are willing to pay more for a better customer experience. So, delivering a premium customer experience might be the key to your eCommerce business’s growth.
In this guide, let’s talk about practical ways to deliver a premium customer experience for your eCommerce business.
1. Understand Your Customers
The first and the most crucial step to offering a better customer experience is to have a thorough understanding of your customer. Only then will you empathize with them and ensure that they have a happy experience with your brand.
To know your customers well, you can start by creating customer profiles or personas for your eCommerce business. You can do this by profiling your existing customer base and segmenting them based on demographics, gender, interests, goals, pain points, etc.
Once you have a set of ideal customer personas for your eCommerce business, you can create better experiences for them throughout the buyer journey stages. This may be the key to beating the competition and emerging as one of your niche’s top eCommerce brands.
2. Gather Customer Feedback and Act on it
eCommerce business is not just about selling products to your customers. It’s also about listening to them, understanding their needs, and creating products that fit the market needs. Hence, for listening to your customers, it’s essential to gather feedback.
You can gather customer feedback through live chat or follow-up emails. You can also send out surveys to understand the sentiments of your customers towards your products.
Apart from gathering feedback, you must also ensure that you act on it. You can do this by consolidating the data from input and identifying common patterns. For example, you may find out a common complaint about one of the products. You can then take measures to make improvements to the product.
3. Optimize Your Order Fulfillment Process
Your eCommerce order fulfillment process plays a significant role in determining the customer experience you offer. The quality of your products, the picking process, and the shipping process play a crucial role in delivering satisfactory customer experiences.
For optimizing your eCommerce fulfillment process, you must ensure that all the warehouse operations are optimized and automated as much as possible to reduce manual errors. In addition, it’s good to have stringent inspection criteria in place to ensure that only high-quality products are delivered to your customers.
You must also make sure that the shipment process takes place as planned and that there are no bottlenecks in the process. Ensuring timely delivery of products may be a significant factor in determining your customers’ kind of experience with your brand.
4. Offer Effective, On-Time Customer Service
Customer service is, of course, a vital part of customer experience. However, sloppy customer service may be off-putting to many customers. This may lead to increased customer churn and bad reviews for your products.
You must offer timely and effective customer service. Ensure that customer support’s response times through emails, live chats, or phone calls are minimal. You can provide proactive customer support by monitoring your customer support channels such as emails, social media, etc.
You can also integrate self-service options such as AI chatbots with your website. This way, you can reduce the time spent on redundant queries, and customers can be offered quick resolutions.
5. Improve Your Product Pages
A considerable part of the online customer experience is the UX of your eCommerce website. Therefore, having comprehensive product pages with accurate descriptions and good-quality images is very important.
Ensure that you offer accurate and complete information in your product descriptions. This will lead to increased conversion rates and lowered product return rates. You should also add high-resolution product images or videos so that the customer gets an exact picture of how your products will look and feel.
Also, it’s good to include social proof such as product ratings and reviews as a part of your product pages. This will give customers an idea about your products and thus they are more likely to convert.
You can also offer personalized cross-sells and upsells on your product pages. This will lead to improved customer experience and higher cart value.
How to Deliver Premium Customer Experience For Your eCommerce Business
Running a profitable eCommerce business in 2021 goes beyond offering good quality products. Instead, customers expect a premium customer experience from brands, which may be the key to your business’s growth.
The tips and hacks mentioned in this guide will help you offer a premium customer experience for your eCommerce business. Implementing these will ensure better conversion rates, more repeat purchases, and increased profitability for your business.