With the growth of e-commerce, billions of customers now routinely shop online and will only give repeat customers to sites that can deliver on time and provide a trouble-free purchasing experience.
Research indicates that even slow web page loading times (more than a second) can deter customers from making a purchase or visiting a site again. In short, it is more important than ever for companies to keep their customer base happy and satisfied to ensure the long-term profitability and viability of their enterprise. In this article, three distinct ways will be described in which customer satisfaction can be improved with the use of technology.
Every company that sells products or services to customers needs to have a deep understanding of their needs and wants. This information can be used to shape future product developments and to ensure that a company meets and exceeds the needs of its target market. One effective way to gain actionable customer feedback is to send out questionnaires or surveys to existing customers and ask for their recent opinions of using the company.
As previously mentioned, customers want and expect a seamless experience when shopping online. Today’s websites often rely on multiple applications to deliver secure payment functionality and other plugins on their web pages. Companies need to use a sophisticated API platform to effectively run their multiple applications and allow a smooth browsing and shopping experience to take place.
As a final point, it should be recognized that all customers are unique in their purchasing habits and preferences. Companies can take advantage of this fact by offering their customer base tailored promotions. These should reflect their previous purchasing habits and any information that they have supplied in previous feedback to the company.
1. Gathering Customer Feedback
Every company that sells products or services to customers needs to have a deep understanding of their needs and wants. This information can be used to shape future product developments and to ensure that a company meets and exceeds the needs of its target market. One effective way to gain actionable customer feedback is to send out questionnaires or surveys to existing customers and ask for their recent opinions of using the company.
This can be achieved relatively easily by creating email lists of previous clients and sending out a link to an online survey form. Sites such as SurveyMonkey provide an intuitive platform that can be used to quickly create online customer surveys. Completion rates of these surveys can be improved by incentivising the process by offering customers money off their next purchases when they return them. This, in turn, can help improve customer satisfaction, whilst providing the business with actionable consumer insights.
2. Seamless Online Experiences
As previously mentioned, customers want and expect a seamless experience when shopping online. Today’s websites often rely on multiple applications to deliver secure payment functionality and other plugins on their web pages. Companies need to use a sophisticated API platform to effectively run their multiple applications and allow a smooth browsing and shopping experience to take place.
Most customers will not be aware that a range of APIs is driving their online activities, but it is vitally important that they work together seamlessly to provide the best possible consumer experience. Put simply, as the complexity of APIs increases so too does the need for efficient API management solutions.
3. Tailored Promotions
As a final point, it should be recognized that all customers are unique in their purchasing habits and preferences. Companies can take advantage of this fact by offering their customer base tailored promotions. These should reflect their previous purchasing habits and any information that they have supplied in previous feedback to the company.
By using customer experience applications and software that monitors how they interact with company web pages, an utterly unique promotional offering can be supplied. This helps to ensure that customers return to the business to make repeat purchases and minimizes customer churn.
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