Tag Archive: customer satisfaction

Tactics for Sealing the Deal at Checkout

July 11, 2018  Published by

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

Customer Experience, Explained

May 2, 2018  Published by

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

How to Optimize your Product Return Process

February 21, 2018  Published by

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

Customer Retention vs Acquisition

January 24, 2018  Published by

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