Just focus on the Customer Experience
if you think this is totally obvious, well it actually is. Knowing something and doing something about it, are two totally different things. The thing is, you can never worry too much about the customer experience you’re delivering because it can always be improved.
In a recent survey conducted by an eCommerce solutions provider , 75% of respondents said they would be unlikely or highly unlikely to buy from a digital retailer after a poor customer experience.
Considering that repeat customers are what keeps most companies running, few businesses can succeed without generating loyalty and advocacy amongst their audience. Case in point: it’s six to seven times more expensive to acquire a new customer than it is to keep a current one.
Since you don’t often receive complaints from your customers, your eCommerce experience may appear to be satisfying your digital audience – and that could be the reality . However, a typical business only hears from 4% of its dissatisfied customers.
Let that sink in: statistically, if you have 100 unhappy customers, only four of them will tell you directly. And the other 96 dissatisfied customers? They’ll tell their family, friends and anybody else who will listen not to do business with you.
The takeaway from these stats isn’t just the notion of your customer experience being critical to eCommerce success, it’s that you have to be proactive about identifying the experience you’re delivering, and most importantly, understanding that it needs to be constantly iterated.
Delivering Exceptional E-commerce Experience – Part 2
Courtesy: WSI World
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