No matter if you are selling salt or a ship, a customer was, is, and forever will be the king as it is them who actually help run a business. An experience a customer gets while shopping is the deciding factor of the success of a business and hence, focusing all your senses on a customer’s experience is what a retailer must-do if one really wants to succeed.
For any online business, a good sale is the sign of a happy customer as many at times, a customer abandons the shopping cart and never return. Why so? Because of the unsatisfactory customer experience that they get on the online store. Therefore, it is the customer experience that defines the real success of an online store because only if customers can shop hassle-free,
Obsess over customers, not competitors
The common mistake that eCommerce retailers often make is that they put their entire focus and effort into eyeing their competitors. That’s where it goes wrong. In spite of having a well-planned eCommerce strategy that propels the online business to new heights, position you as a leader in your niche, and make your online business into something that your competitors look up to with envy, without investing your time and effort into the most significant factor i.e. customer experience, your business might stand for a while, but, there’s a chance that it would eventually cause the entire business to collapse like the missing piece make the Jenga fall.
What is Customer Experience & Why it is Valued So Much in eCommerce?
The customer experience is all those emotions a customer experience while interacting with a company’s eCommerce website i.e., the feeling of happiness and satisfaction when a customer,
● is able to find easily what they are searching
● browses and explores the online store
● can easily understand the content
● gets impressed with the appearance and navigation of the store
● can checkout and pay simple and quick
● gets a quick response or solution to the queries
Now, coming to the reasons why customer experience is the defining factor of success for eCommerce marketplaces are many like:
A customer’s shopping experience on your website builds brand loyalty i.e., if they were able to shop and receive products on time, and they feel that you value them genuinely, they will have your business in mind when it’s time to order again and will keep ordering from you until they find any fault.
A customer’s experience can give you more leads, sales, and great conversions. In short, you can achieve fabulous referrals from your existing customers. As people trust in referrals from a friend, family member, or a coworker more, you must ensure that your current customers are happy as it is their recommendation about your website that people believe more than you.
Remember, a dissatisfied customer is like a fire that can spread its bad experience all over and even burn down your eCommerce marketplace. With social media being a powerful tool, we all are using it in various ways to express our thoughts, voice, ideas etc. and hence, it is possible that an angry customer can vent all its frustration on social media and damage your business if receives a bad shopping experience. A customer can make or break your business and hence make sure to develop a customer-oriented multivendor eCommerce solution with the help of marketplace development company to avoid any loopholes in a customer’s shopping experience.
Here are some of the features your multi-vendor eCommerce marketplace solution must have to provide a fantastic customer experience.
● Elastic Search
● Mobile Commerce
● Intuitive Product Pages
● Streamlined Checkout
● Multi-language and Currency Support
● Related Products
● Discounts, Coupons, Rewards
● Ratings & Reviews
● Smart Recommendations
● Order Tracking
Wow Your Customers
There are various ways to impress and engage your customers but keep in mind that whatever you do, put yourself in their shoes first and then proceed. Keep track of their changing behaviors, identify weak and pain points and improve them, listen to your customers, pay attention to their ratings, reviews, and suggestions, etc. to maintain the level and smoothness of customer’s experience.