The importance of customer retention in ecommerce is widely talked about, but are you making it the priority you should? Here are three tips for customer retention in ecommerce.... View Article
Ecommerce experiences lend themselves seamlessly to collecting information from your visitors that can be used to improve your website, products, marketing and sales. Here are some of the benefits of customer satisfaction surveys.... View Article
Reverse logistics management is an important factor for success in ecommerce. Here are some fascinating data points from around the web and examine their importance in developing broad logistics strategies.... View Article
From the perspective of customers, the checkout process is the most tedious part of shopping online. With that mindset, it’s no wonder that many ecommerce sites struggle with cart abandonment. The less time and actions your checkout requires, the more likely users will be to complete their orders. While looking for ways to streamline the design of your cart and checkout pages can be very effective in this regard, there are other strategies you can deploy to improve your checkout process to make it more convenient for customers, such as: Alternatives to account creation If your ecommerce site requires account…... View Article
It’s common for businesses to obsess over customer satisfaction levels – after all, it’s true that happy customers are key to long lasting success in retail and ecommerce. However, it’s only part of a larger picture: the customer experience. A good customer experience comes from consistently meeting the individual’s expectations during ALL touchpoints with your business. Things like the user experience of your website, the content you post in your social media channels, your returns policy, customer service interactions, the unboxing experience, and many other factors are all cumulative to the customer experience. Someone who was able to find and…... View Article
A smooth returns process is an important factor in the long-term retention of customers. By easily accepting returns, you’re showing shoppers that you stand behind your products, that you’re willing to fix any issues that cause returns, and that you value customer satisfaction. Turn your return policy into a selling point by using these tips to optimize your product return process. Take some burden off the customer Look for opportunities to reduce the onus on your customers for returning products. For example, you could include a return packing slip with instructions in all orders and/or ship products in re-sealable packaging.…... View Article
Growing your ecommerce business requires putting resources into both customer acquisition and customer retention. However, it’s all too common to see companies that put too many of their eggs in the “acquisition” basket. According to consultants at Invesp, 44% of companies have a greater focus on customer acquisition vs. 18% that focus on retention. Unfortunately, that spread belies the great benefits that retention efforts can provide. Consider the following: Repeat customers who visit your site place orders at a rate of 4.5%, whereas the rate for new visitors is 2.4% After the 3-year mark, retained customers represent more than 60%…... View Article
Customer feedback is vital in any business or industry – after all, the customer is always right. Acting on the feedback you collect through reviews, emails, social media, and surveys not only helps you adapt to shoppers’ preferences; it also shows that you value their input. Below are some of the major areas where you can use customer feedback to make improvements. Products Customer feedback can help shape your decision-making around merchandise strategy. While the exact approach will depend on your inventory and audience, it’s best to start broad. Start by examining overall customer sentiment according to product category to…... View Article
Whatever product or service your company offers, keeping customers engaged and coming back to your site is critical for ecommerce success. Customers remain loyal to brands that treat them well, but even more so to companies that implement memorable tactics to keep them happy. Below are some easy ideas that can go a long way toward leaving a good impression on your customers. Educate You don’t need to be pushing a sale every time you communicate with your customers. Sharing content related to your products or industry can provide your customers with helpful information for purchasing decisions. By establishing…... View Article
Theft during the last mile of product fulfillment is a growing problem in ecommerce. According to a report by InsuranceQuotes.com, 23 million Americans had packages stolen from their doorsteps in 2015. Even worse – a DropOff study found that 94% of consumers blame the e-tailer for poor delivery, while only 42% blame the delivery provider. Not only are you losing product from theft, you’re also losing repeat customers and brand reputation. While there isn’t much you can do to directly prevent this type of “shoplifting,” there are things you can do to decrease the likelihood of theft and provide customers…... View Article
