Most owners of online stores typically run extensive promotions and marketing campaigns to capitalise on the festive season at the end of the year, and watch with delight as their sales volume soars. You are likely one of them.
Now that you have set up your promotions and campaigns for the peak shopping season, it’s time to focus on another equally important element for success - Customer Satisfaction!
If you had any reason to wonder just how important customer satisfaction is to your ecommerce business, we have compiled the top 5 reasons just for you!
1.Satisfied customers are the ones who return
As obvious as it may sound, it’s important to always keep in mind that only those customers who are satisfied with your products and service are likely to return for more. Of course, not every satisfied customer will become a repeat customer, but it’s almost certain that a dissatisfied customer will never return, especially given the large variety of options available in today’s highly competitive market.
2. Returning customers are cheaper to retain than acquiring new customers
If you’ve ever run a successful marketing campaign, you are well aware of the high cost of customer acquisition. The cost involved in getting a satisfied customer to return to your website is a lot cheaper than the marketing spend required to acquire new customers. One thing successful businesses have in common the world over is a high volume of returning customers. And, as I’ve already said, the only customers who are likely to return are the satisfied ones.
3. You can make it part of your brand’s Unique Selling Proposition (USP)
As you already know, in today’s highly competitive market, customers have a number of businesses to chose from to satisfy the exact same need. Good customer service can often become one of a brand’s USPs that customers take into account when making their choice. Price is of course an important differentiator, especially for first-time customers - but research has shown that very often, people are willing to pay a slightly higher price for better customer service.
4. It leads to customer loyalty, increasing Customer Lifetime Value
The more frequently a customer returns to your store, the more value he or she creates for you. Your Sale Cost reduces with regard to that customer, while your Sale Value keeps increasing. The longer you can keep a customer satisfied, the more you stand to gain from them.
5. It affects your Online Brand Reputation
Research shows that more and more online buyers are depending upon product reviews and customer testimonials to make their purchase decisions. The more positive reviews you have, the higher your chances of acquiring a sale. On the other hand, negative reviews will turn away customers in a devastatingly efficient way. So when you start getting those great customer reviews, be sure to post them on your website for all to see!
Conclusion: It's Worth It!
With these important reasons in mind, be sure you go the extra mile to please your customers. Fulfil your orders quickly, communicate well with your customers, ensure your products are high quality and well packaged – all with a goal of ensuring the highest levels of customer satisfaction. You'll be glad you did it! And your customers will too!