Maintaining a Positive Image in Ecommerce

In ecommerce, consumers can’t assess the quality of the store, interact with sales personnel, or handle products – like they would in a brick-and-mortar setting. As such, consumers rely heavily on user reviews and overall brand reputation when deciding whether or not to do business with an ecommerce site. To ensure your customers are having satisfactory experiences with your ecommerce site, prioritize the following.

Always deliver

Make sure that the delivery timetables you present to customers are as accurate as possible. Delayed gratification may have its perks, but customers will be upset if packages are not delivered when expected. You may be able to boost your reputation if you can under-promise and over-deliver on delivery times. For example, if your standard shipping takes 3 days, say it takes 4–5. It’s still a competitive delivery timeframe, and customers will always receive their deliveries early, or on time.

Communicate inventory

Delays in inventory reporting can create backorder issues and confused customers. Ensure that you update product feeds constantly so customers can see the latest pricing and inventory availability. If an item sells out, communicate alternative products and if possible, when the original product will be back in stock.

Make returns easy

A simple returns process shows customers that you stand behind your products and that you’re willing to fix any issues that cause returns. Conversely, a tedious, restricted returns process can increase cart abandonment and reduce the goodwill of your customers who need to return a product. Streamlining returns can do wonders for your reputation and build customer trust.

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