In today’s digital age, every online shopper knows the reach of their voice. One tweet or status update about a particular product or service, be it positive or negative, can reach thousands of people in an extremely short span of time. Just as the ‘most unhappy’ customers are a source of ‘learning’ for businesses similarly the ‘most happy’ ones are a great source of ‘revenue.’ Customer experience and word of mouth are very powerful in the e-commerce industry.
Excellent customer service can do wonders. Great service makes e-commerce customers to feel that you care for them. By delivering good customer service your business will be rewarded in a number of ways:
Social selling: This topic has become quite popular in the e-commerce. When a customer receives excellent customer services, they tend to share it on social platforms, which leads to positive word of mouth. Nearly 78% of customers recommend a brand to other friends or family because of superior customer service. With good public publicity, visibility and popularity of your business increase among your prospective customers.
Repeat sales: Repeat sales are not accidental. What makes customers coming back is the superior customer service provided by your business during every purchase process. Finding new customers is 5-6 times expensive business than investing onto your existing clients. That is why providing outstanding customer service is essential for encouraging loyalty and repeat orders.
Creating niche: Successful e-commerce is all about building long-term relationships with customers. By ensuring that customer’s voice is constantly heard inside the company, you let your customers know that how you care for them. This sets your business apart from competitors. By delivering the best quality, best possible price and other things promised by a business, an e-commerce company can create a sense of uniqueness among customers.
Amazon is a great example of how to really “wow” your customers. The company’s mission statement mentions customer service, which shows that Amazon’s internal business culture is customer centric. The e-commerce giant can be reached through Amazon Contact Numbers. Customers appreciate companies that take the time to listen to their concerns, queries and feedback. Good customer care results in the creation of self-appointed brand ambassadors. It aids your business’ reputation and boosts your business growth.
Making a customer is important, not a sale! The goal of an e-commerce company should be to provide customer service that is not just the best but extraordinary. The rewards for providing great customer service will outweigh the investment made in developing innovative strategies to value your customers.
