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9 Top Tips To Offer Improved Customer Experience

December 30, 2022 eCommerce TipsEntrepreneurs

An increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenue. And 86% of customers are willing to pay more for a better experience. Improving your customer experience has a huge impact on the success of your business. Continue reading to discover some top tips to offer improved customer experience for dropshipping.

Empower Your Employees

Businesses that win at customer experience start with their employees. There’s an important connection between empowered employees and delightful customers. For example, you’ve been speaking to a customer service agent for 5 minutes and you ask for a discount.

The agent wants to resolve your issue, but they need to endorse it with their manager. You’re tired and just want to be done with the conversation. It’d be much easier if the agent could use their judgment, approve the discount, or take other appropriate action, and solve your issue on the spot.

Value Employee Ideas

Employees speaking with customers are in a unique position. They’re the rubber meets the road when delivering on your brand promises. They’re equally pivotal when perceiving and communicating customer expectations. When that crucial connection suffers, so does the understanding of your customers.

When employees feel valued, they’re more engaged at work and willing to help customers. They’re twice as likely to be disengaged if they think their manager ignores them. Therefore, it’s important to let them know they’re valued by listening to their opinions and ideas.

Use Tech To Create Breakthrough Customer Experience

AI and machine learning are made for customer experiences. From chatbots that are there for customers all day to natural language processing that allows you to understand what people mean in free-form text messages, the latest digital technology has made time-to-insights faster and new levels of personalization and service.

The benefit of these technologies is reflected by the increasing number of big companies using them. There’s no doubt AI and related tech can allow you to get creative with your products and make shopping easier for your customers.

Embrace An Omnichannel Mindset

The days of sitting down at a computer to connect with a brand are gone. With over 50% of web traffic from mobile devices, multi-device digital journeys are now the standard. But it’s not all about maintaining a consistent journey across different devices.

Today’s customer experience leaders understand that customers use a range of channels to connect with brands and that every part of the journey needs to be seamlessly joined up and consistent. Embracing omnichannel is an important shift you’ll make in your business thinking, and it goes in line with prioritizing customers’ experience.

Personalize Interactions to Enhance Customer Experience

Customers want personalized interactions. 80% of consumers are more likely to make a purchase when brands offer amazing customer experiences. And 81% of customers want brands to understand them better and know when and when not to approach them. Personalization, where the experience adapts based on what you know about a customer, makes customer journeys easier and strengthens the bond between brand and customer.

Use Customer Journey Mapping

Customer journey mapping illustrates customers’ processes, needs, and perceptions throughout their interaction and relationship with your business. By cross-referencing journey maps with core metrics, you can get a better understanding of your customer experience and where there are issues and opportunities. Use journey maps to improve customer experience, envision your future customer experience, or drive organizational change.

Include Open-Text Feedback In Surveys

Customer experiences are powerful when they’re expressed in a customer’s own words. Hearing directly from customers through open-text responses on surveys will make you understand the thoughts and sentiments behind their actions and make more informed customer experience decisions.

Technology has provided a way to take open-text feedback from customer surveys and analyze it at scale so that you can increase your capacity to listen. Tools like Text iQ use natural language processing to sift large chunks of written feedback and identify the main point you need to know about.

Improve Your Customer Service

The backbone of a great customer experience is customer service. People don’t just buy from you because your product meets their needs, but because they feel confident they’ll get support when they need it.

Customers who experience great service buy more and stay loyal to brands for longer and are willing to pay 17% more for a business that offers great customer service. Your business culture should promote delivering quality, speed, and efficiency.

Implement Voice Of The Customer Programs

Voice of the Customer (VoC) is feedback about customers’ experiences with your business and their expectations of your products or services. It focuses on customer needs, expectations, and product improvement. Creating a program for capturing feedback and acting on those insights will assist you to understand your customer’s needs, create better products, and attract and retain customers.

Take Away

71% of people recommend a product or service because they received a great experience. So, if you offer to improve customer experience with these 9 top tips, not only will you be increasing your brand awareness, but also drive more sales to your dropshipping business.

Let Fulfillman Help Improve Customer Experience. Call Us Today!

Do you need a reputable order fulfillment services company for your ecommerce or dropshipping business? Contact us today at Fulfillman. We provide a wide range of services including Global Fulfillment, China Sourcing, Drop Shipping, Third Party Logistics, and lots more. Our trusted experts will be happy to speak with you and provide suitable answers to your questions and concerns. A fantastic experience awaits you.

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Post-Purchase Support during Coronavirus Pandemic: How to Communicate to Your Customers during Hard Times

May 14, 2020 eCommerce TipsEntrepreneurs

The world is really sick right now. The coronavirus or COVID-19 pandemic has now become a global concern; with the way it’s spreading across all nations and affecting people in different ways. Social distancing and self-isolation have now become the order of the day.

The effects of this virus are no joke, as it has rendered many people jobless, businesses shut down, and even the businesses that are operating are doing that skeletally. Hence, a massive blow to the economy.

Now, your customers may be on self-quarantine or isolation. It doesn’t mean you should stop providing your services to customers. As a matter of fact, this is the time to support and communicate more to your customers because it’s really a scary time. This article emphasizes more on this.

Let Customers Know What You’re Doing to Prevent the Spread of The Virus

Communication with your customers on how you’re going about the prevention of the spread is an excellent idea in keeping them updated. You can send an email to your customers or make a post on your store, assuring them of how you’re doing everything to speed up things for them in case of any orders. Also, posts on increased cleaning, disinfecting, or hygiene protocols could do. It’s affecting the whole world, so everyone needs to play their own part.

Statement of Commitment

During trying times, a statement of commitment is vital from every business. It shows concern and empathy that you’re there and will be there for your customers. A statement of commitment is nothing hard to do. You could make a video, or you could write a statement: both showing your concern and the steps to maintain business continuity, and good services for your customers.

Communicate with Key Constituencies

As a store owner, you need to keep constant communication with the key constituencies in your business. If your distributor is going to have a delay in delivering products, then you should be able to know this and communicate to your customers beforehand.

Also, regular updates matter in this trying time, use clear and compassionate tone to communicate timely messages to your customers. Your credibility and reputation are important, so be open.

Increase Your Social Media Presence

We all know how important social media is for e-commerce anyway. Even right before the time of coronavirus, a good dropshipper must have a strong social media presence. Now, it’s even more important to leverage this medium.

People are spending almost all the 24 hours in a day indoors, so they are likely to check in into their social media accounts for the virus updates. Frequent posting ensures you (your business) are showing up in their news feeds. You can use all these social media platforms to offer positive and quality content to help customers take their minds off the panic of the pandemic.

Be Positive and Stay Clear of the Politics

There’s always that politics that comes with times like this. You shouldn’t bore and force things like this unto your customers’ throats. Share what focuses on their needs instead. Avoid sharing information from unreliable sources. Your information should be positive, and how to stay safe, do not spread myths and scary stories, some customers might not like it. Also, don’t over-promise.

Be Transparent

As mentioned earlier, do not over-promise. Transparency is vital in this trying time; the same way corona might affect your business is the same way it affects your customers’ business or work. There’s really no reason to hide that from them. If you’re struggling with orders, deliveries are being delayed, or something will not be feasible, it’s better to communicate and be transparent with your communication. Let them know deliveries may be delayed, but undoubtedly their orders will be shipped out.

Avoid Hitting on a Sensitive Nerve

Less or no job means less to spend. It’s a sensitive situation already. People are recording losses in business; unemployment rate has increased; the economic situation is nothing to write home about. In this kind of situation, it’s easy for people to get upset.

You wouldn’t blame them, would you? You may want to wow your customers with promotional offers, but remember something like “COVID19” as code might upset a man who just lost his job. Also, while sending emails or posts across your social media base, be mindful of words or images that might be considered insensitive so as not to be seen as an attempt to profit off the situation.

There you have it!  Above are some essential tips for communicating to your customers during the COVID-19 pandemic. Post-purchase support and effective communication with customer is important for every dropshipping or ecommerce business. However, with the current challenges being experienced all over the world, you have to stay in touch with your buyers. By following the tips above, you can communicate effectively with your customers and offer the post-purchase support like you always do. Remember, keeping in touch with your customers during these trying times shows that they matter to you.

Contact us today at Fulfillman to know more about our services. We specialize in providing excellent Drop Shipping services, Warehouse fulfillment, China sourcing, Third Party Logistics, and so forth. Our dedicated experts will be available to speak with you and discuss the options available to you. We guarantee you get quality and excellent services that gives 100% client satisfaction.