By Michael Briggin
As customers are buying more and more at any given time, the stakes in customer experience increase.
Before you consider aiming to satisfy consumers, look at how you can succeed using your operational capabilities:
Offering Enough Shipping Options
Focus on all customers, including those who want orders quickly along with those who prefer taking their time getting them.
You can include cheaper shipping options such as what USPS offers, including ground advantage.
At the same time, do not rule out customer orders that give consumers the chance to have two-day, next day or even same day shipping as your bandwidth allows.
How Quickly Do You Respond To Customer Orders Matters
Anytime a customer makes a purchase, an email message pops up indicating an order has been made. The easy thing to start is respond to the message and pack and ship the item yourself.
However, as the volume of customer orders continues to increase, your organization’s bandwidth may be limited. Instead of waiting, be prepared to invest in the following:
-
Customer Service
Responding not just to order inquiries but also feedback given in the form of comments on your social media channels.
-
Fulfillment
For any inquiries that customer service responds to, the fulfillment process should be managed as well so that you’re responding promptly when the order is received.
Customer Experience Using Ecommerce Counts More Than Design
No matter what your website looks like, ecommerce customer experience isn’t going to matter if your customers aren’t able to find what they need and get the order placed.
Prioritize getting the UX complete so that order selection and check out process moves quickly, not slowly. You don’t have time to lose any customers through a slow ecommerce purchasing system.
