Customer satisfaction is one of the most important pillars of a successful business. When your customer is pleased with your services, they will be more likely to return or recommend your business to a friend. On average, it is much more expensive trying to attract new customers than it is to retain existing ones. Customer satisfaction is one of the easiest ways to ensure an increase in sales, especially with e-commerce stores.
Previously, customers had a limited choice of brick-and-mortar stores at their disposal. However, given the recent boom in online businesses, customers are no longer required to stick to a single shop. If a customer has had a bad experience, they can easily conduct a search on Google and find hundreds, if not thousands, of other stores that offer similar services. For this reason, it is vital that you invest both time and money in keeping your customers happy. Here are six steps and strategies that you can employ in order to keep your customer satisfied.
Measure Customer Satisfaction
It would be rather difficult to know how you can improve your customer satisfaction rate without measuring their current levels of fulfillment. Customer satisfaction can be measured in various ways. You could decide to take a look at specific online metrics and analyze their behavior through this, or adversely, you could engage directly with your customer to hear what they have to say.
Some key metrics that you could look at include your repeat customer rate, cart abandonment rate, bounce rate, and conversion rate. If not, you could directly ask your customer to fill in a survey or rate their experience with your site. However, there is no point in investing time and money to measure customer satisfaction if you won’t take the feedback on board. Hearing back from your customers is an excellent way to learn how you can improve your business and boost your revenue.
Provide a Great User Experience
The user experience refers to your customer’s experience when navigating your site. If your website is difficult to understand or use, you can expect to see a high bounce rate. The bounce rate is a metric that shows the number of customers who just visit a single page of your website and then leave without seeing anything else. You want to keep your bounce rate low and ensure your user experiences is seamless.
Your customer should be able to navigate your site and explore what it has to offer. This means that your categories, filters, reviews, and frequently asked questions should be easily accessible. Having a badly made website can also detract from your trustworthiness as a business and lure off potential customers.
Offer a Simple Checkout Service
One of the most frustrating things an e-commerce store owner can experience is seeing customers abandon the site after adding an item to their shopping cart. Therefore, in order to encourage purchases, it is crucial to make the checkout procedure as simple as possible. This includes eliminating the need to create an account and offering several payment methods.
Your customer may not have their credit card to hand; however, they could have a PayPal account instead. Rather than leaving their item in the cart for another day, offering several payment options and streamlining the checkout procedure can increase both sales and customer satisfaction.
Deliver Items Effectively
Once you have kept your customer on your website and they have successfully made a purchase, you should ensure that the product or service arrives on time and correctly. This, alongside customer support, are two of the most important factors that help shape the customer’s perception of your business.
Shipping is one of the most time-consuming aspects of an e-commerce store. If you would rather take this pressure off of your shoulders, it could be a good idea to hire a third party, like visible scm, to handle your supply chain management. This will let you rest assured that your packages are delivered correctly, and it gives you more time to dedicate to other important aspects of the business.
Answer any Queries or Complaints Quickly
If for whatever reason your customer is unsatisfied with the experience, delivery, or product, you should have a customer service team who can deal with their complaints. An excellent customer service team can be your saving grace and help retain customer loyalty. Your customer service team should deal with all kinds of queries, not just complaints.
Try to keep the response time as swift as possible and maintain a positive attitude throughout. When communicating with your customers you should aim to be as proactive as possible and truly listen to what they have to say. If they have had an unfavorable experience you could offer them a discount or free shipping with their next purchase.
Keep in Touch
Keeping in touch with your existing customers through e-mail marketing or social media is a great way to encourage recurring purchases. If you know their birthday or a holiday is quickly approaching, you could use this as an opportunity to give them a special discount code or promotion. Customers want to be treated like humans, not as a source of revenue. Don’t spam them with a constant string of promotions or informative e-mails, just let them know that they are a valuable part of your business.
As we have noted, customer satisfaction is not as simple as asking your customers to leave a good review or fill out a survey. A customer’s experience should be thought of as a lengthy journey. This experience begins the minute they reach your site and isn’t over until they make an order, receive the product, and interact with the customer service team.
If your customers are satisfied, they will leave a positive review and recommend your business to others, which consequently increases the trustworthiness of your brand and solidifies your reputation. Make sure you show your customers that you care about them and that they are important to you, after all, positive customer satisfaction will lead to a successful and long-lasting business.