How to Enhance the Customer Experience

Ecommerce businesses have access to a humongous audience. But getting a hold of the attention and trust of customers (and keeping it) in an industry packed with competitors is nothing short of challenging. That's why focusing on the customer experience your company offers is critical for standing out from competitors and retaining customers. Below are some tips for enhancing the foundations of your customer experience efforts.
    

Start with staffing

As representatives of your company, customer service staff can be a defining factor in the customer experience your business is known for. Give your current staff the authority and flexibility to come up with novel solutions that satisfy customers, then grow the team by looking for candidates who can use their creativity and customer-empathy to make the most of that flexible environment.

Be proactive with information

Even if you don't have the fastest shipping or the best order incentives, the value that clear and easy-to-find information adds to the customer experience is paramount. Make sure that your shipping fees, returns policy, and other information that customers would want to know before ordering is understandable and available. The same principles should apply to your methods for data collection. Since personal and financial data privacy is so important to users, be as clear as possible with customers about the data you collect, how it is used, and how it is protected.

Make your return policy more convenient

A good return policy is a great way to emphasize your commitment to the customer experience while improving brand perception and customer trust. By easily accepting returns, you’re showing customers that you stand behind your products and that you’re willing to fix any issues that cause returns.

The Power of the Unboxing Experience

Unboxing — when shoppers document and share themselves unwrapping packages (in a way that maximizes anticipation and also provides a critique of product presentation) — can boost your brand recognition and word-of-mouth marketing on social media. According to Google, YouTube hosted 1.3 million unboxing videos with 10.3 billion collective views in 2014 – with 62% of users watching unboxing videos as product research. For all those reasons, you need to treat the delivery of an order as more than just the completion of a transaction. More...

Tips for Recovering Return Costs in Ecommerce

When it comes to returns, you want to make them as easy as possible for your customers. Over the long term, it can be good for your bottom line as you build a strong reputation among users. However, the short term could prove difficult. Last year, returned stock, overstocks, and out-of-stocks cost the retail industry almost 2 trillion dollars. Luckily, returns don’t always have to translate into a loss for ecommerce sites. Here are some ways you can salvage sales while keeping customers happy. More...

The Benefits of Premium Packaging

Premium packaging (i.e. custom or stylized packaging that is exclusive to your brand) can play a large role in customer satisfaction and brand perception. When done right, your packaging can create a memorable, positive experience for customers. And if they’re new customers, that first impression can go a long way. An ecommerce packaging study by Dotcom Distribution found that 61% of online shoppers think that premium packaging makes a brand seem more upscale and 49% of shoppers say they get more excited about opening an order delivered in premium packaging. More...

How to Keep Your Product Reviews Authentic

Today’s consumers are savvy enough to research products online before buying them – according to a survey from PowerReviews, about 95% of consumers consult customer reviews while making a purchase decision. By supporting product reviews on your website, you can attract these types of consumers. As an added benefit, well-rated or reviewed products are prime subjects for promotional and marketing materials. More...