Business E-commerce
In this world of great upheavals, all the strategies carefully devised by the communication and marketing departments no longer seem to have the same impact. We must therefore stop believing that the client is frozen in preconceived ideas and that it will be impossible to ask him to adapt. The most glaring example is found in the global containment accepted by populations and which has changed their purchasing habits, for example.
Investing in a quality customer relationship is not only to stand out from the competition, but above all to develop its growth!
The e-commerce market shows the importance that the quality of the customer relationship must be optimum. Price is not the only determining factor. The quality of products and services plays a major role in the purchasing decision process. All e-tailers who have developed a profitable business have put customer relations at the center of their concerns.
With a quality customer relationship, the satisfied customer will be loyal and profitability will increase.
8 good practices to develop a quality customer relationship
1. Minimize barriers to potential customers. For example online shoe sellers like Sarenza or Zalando give their customers the opportunity to return the goods free of charge within 100 days. Online sellers like Microsoft Store, Pixum or Topdeq stand out for their quality and reassure their customers with a quality label and money back guarantees.
2. Diversify your products, services and accessories to showcase your creativity.
3. Take into account product customization. Because if the company is able to respond more easily to the expectations of the customer, and in a personalized manner, the latter enters into confidence and a close relationship is created.
4. Establishing contact interactivity can prove to be a strong element in a customer relationship. Simplicity and accessibility are the key words. The client wants to be able to navigate the site simply and be able to ask questions easily. User-friendliness and simplicity of use are essential. If the site is unclear, the navigation complicated and too long, the consumer will never return to it.
5. Know and understand the culture of its customers. The sites collect information on consumers during their previous purchases to push them to their attention corresponding to their interest.
Attention, in addition to the purchase, it is imperative to work on the "post-purchase", and to listen to the customer, help him, orient him, to increase his loyalty and his confidence.
6. Pay special attention to the community. With the rise of social networks, the community is essential. For example, Facebook or Twitter are privileged channels to be able to inform consumers about their new products, to probe them, ... and to stand out from the competition in order to turn their customers into fans. This base can quickly transform into a network with interactivity creating a large loyal base.
7. Offer multiple payment methods and advantages: gift cards and vouchers, loyalty points, reductions and advantages, wallets, etc. To remain efficient, it is essential to offer a real choice of means of payment so that each customer can pay with ease when he concludes a purchase. At the time of payment, an essential moment for the buyer, if it is accompanied by a reduction, cash back, cash front, targeted benefits ...), trust is gained and has repercussions on the customer relationship.
8. Develop awareness, visibility and credibility through effective communication. The character of a company remains the strong point of an effective customer relationship. You have to make an impression with your image, the brand, the graphics and the logo of the company.
Post a Comment