Every business knows they need to treat their customers right. Even ecommerce companies have to put the time and effort into it, and it goes beyond just customer service.
You’ll also need to think about the customer experience. Without a great customer experience, you’re not going to stand out among your competition. You could even miss out on repeat business if it’s not great, so you could need to improve your customer experience.
If it was easy, everyone would do it, but that doesn’t need to mean it has to be as complicated as you’d think. Thankfully, there are multiple ways to help with it.
Focusing on these helps you make sure you optimise your customer experience and see more than a few benefits because of it. The right strategies will have a large impact, and they shouldn’t be too difficult to implement. They’re more than worth putting the time and effort into.
What is Customer Experience in eCommerce?
Before diving in, it’s worth looking at what customer experience in ecommerce actually is. Many people believe this is just a term for great customer service, but that isn’t true.
While customer service plays a role in your customer experience, it’s far from the only factor involved in it. To put it bluntly, it’s the entire process of a customer interacting with your business, from initially discovering your brand to everything afterward. There are countless steps involved with this, all of which affect their impression of you.
The process of improving your customer experience focuses on helping to make sure this impression is as positive as possible. Putting the effort in lets you:
- Increase your overall sales and customer retention
- Improve your profit levels
- Develop a recognised and well-liked brand
- Make your ecommerce business more and more successful
To actually see these, you’ll need to improve the customer experience in your ecommerce company. While this isn’t easy, it doesn’t have to mean it’ll be complicated. It could be a matter of focusing on the right areas, and you should be good to go.
Some of these help more than others, with five being great ways to improve your customer experience as an ecommerce company.
Improve Customer Experience: 5 Effective Tips
1. Up Your Social Media Game
Social media is vital for brands of all kinds to succeed. It helps you interact directly with your customers and develop relationships with them.
It’s a key part of a customer experience strategy and shouldn’t be overlooked. Put the time and effort into making sure your social media efforts are as effective as possible. While this could mean experimenting with your social media strategy a bit, it’ll help you quite a bit.
Focus on what resonates most with your potential customers, and take the time to actually respond to their comments and questions. It could be easier than you’d think.
2. Make Your Packaging Amazing
The customer experience spans multiple touchpoints in ecommerce, and product delivery is one of the more notable. It’s always worth focusing on this.
That doesn’t just mean making sure your products are delivered quickly and easily. You’ll also need to consider the packaging your products are delivered in. The nicer this is, the better of an impression it’ll have on your customers. Take the time to design packaging that looks nice and keeps your products safe during delivery.
A freelance packaging designer can help with this, and they can be worth investing in from the start. Your products will even stand out more because of the packaging.
3. Personalise Whenever You Can
Personalization has become more and more important for companies in all industries. In ecommerce, you’re in a much better position to personalise your approach than others.
Traditional retailers could struggle with this, but you can personalise your marketing and sales strategies in multiple ways. Email marketing and social media marketing are the best ways of doing this, but you can also try exit intent pop-ups and abandoned cart messages.
The more personal these feel to potential customers, the better of an impression they’ll have. It’ll help you improve your customer experience more than you’d think.
4. Create an Impactful Content Strategy
Content marketing can be an amazing strategy for any ecommerce strategy. It focuses on identifying customer pain points and highlighting how you can help with them.
It directly ties your product to issues potential customers are going through. At the same time, content marketing educates them about your product, how it can be used, what it does, and more. This ties directly into the customer experience. The more they know about what they can do with your product, the more they should enjoy it.
Creating a content strategy helps your branding and overall customer experience, and it’ll even help you increase your overall brand visibility.
5. Build a Community
A great way to improve your customer experience in ecommerce is to build a community. It helps you create a die-hard community of loyal fans.
You can then leverage this community to keep making improvements to your customer experience, and even other areas. It’ll be much easier to get feedback on your products, its packaging, and much more. They can even serve as advocates for your brand, helping you improve customer relations.
Social media, as mentioned above, is a great way to do this, and email marketing can be an effective tool, too.
Improve Customer Experience: Wrapping Up
Even ecommerce companies need to make sure they optimise their customer experience. Without it, they’ll miss out on repeat sales and revenues long-term.
Once you improve the customer experience in ecommerce, you’ll see a host of benefits because of it. A lot of this can be seen in sales. You’ll generate more repeat business from current customers, increasing your overall revenue and profit. At the same time, you’ll even improve your branding and make your business more appealing to buy from.
Thankfully, this doesn’t need to be as complicated as many people could think. It’s just a matter of putting the time and effort into it.
