Every e-commerce business knows the relevance of customer feedback—and how hard it can be to obtain it. Not to mention, once you get it, how do you make it useful for overall business strategies?
According to our own internal data, 50 percent of our Feedback clients send more than 1,900 review requests a month—in some cases to customers across multiple marketplaces. Want to know how to craft the perfect feedback messaging to fit all consumer types? Here’s what you’ll learn from this post:
https://www.xsellco.com/resources/e-commerce-customer-feedback-templates/
If tere’s one thing we know for sure, it’s that customer experience is the fundamental driving force behind eCommerce as we know it. Gartner predicted that by this year, more than 50% of organisations would implement significant business model changes in a bid to improve their overall customer experience. So clearly we’re not just talking about the importance of having a picture-perfect online store here. Not even close. Because, in reality there isn’t a single aspect of the eCommerce journey where customer experience isn’t important. From website navigation to the checkout process, to shipping and logistics, to returns – there’s an opportunity at every step of the process to provide your customers with a positive experience or a negative one.
https://internetretailing.net/customer/customer/4-ways-that-online-retailers-can-gather-quality-feedback-to-improve-customer-experience-18019/
Several major market changes have made waves throughout the retail industry in just the past few years. The proliferation of mobile devices, Amazon’s meteoric rise to the top of e-commerce, and the emergence of omnichannel strategies have all fundamentally changed how retailers compete.
Shoppers today expect browsing and purchasing to be consistent and seamless, no matter where their experiences take place. Omnichannel, especially, has transformed retail and improved what consumers consider to be a quality user experience.
While building an effective omnichannel strategy is not easy, retailers can avoid mistakes and create best-in-class omnichannel experiences by following these five lessons:
https://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=126962/
When I ask retail CEOs about their top objectives, I often hear them say: “we want to put the customer at the center of everything we do.” This sounds easy, but it is increasingly difficult. Years ago, when I was a merchant for a retailer with a small chain of stores, I could walk the selling floor and ask our loyal customers for feedback. With 500 or 1000 stores, a rapidly growing e-commerce channel, and millions of customers, this is no longer possible.
An entire category of Voice of the Customer (VoC) tools has arisen to address this challenge, and these tools can help retailers shape their in-store experience, pricing strategies, and product offerings. However, even with the vast amount of data and analytical tools at an executive’s fingertips, there are still enormous missed opportunities. While many retailers in the fashion, apparel and footwear industry have embraced them, other industries are far behind the curve. There is a misconception that these tools are best applied to fashion, whereas in reality they can be applied to virtually every product sector.
https://www.forbes.com/sites/gregpetro/2019/02/22/excluding-the-voice-of-the-customer-a-curable-epidemic/
The headstone to a sustainable customer-retailer relationship, increased online conversions and improved customer loyalty, online customer feedback can be a real competitive advantage for companies in the ecommerce industry.
https://mopinion.com/four-tips-for-ecommerce-companies-who-want-to-start-collecting-digital-feedback/
https://www.business2community.com/ecommerce/how-b2b-ecommerce-marketers-can-use-the-voice-of-the-consumer-to-boost-sales-02133114/
Sixty-eight percent of internet users in the European Union shopped online in 2017, says the 2017 survey on Information and Communication Technology. In the US, according to Walker Sands Communications’ The Future of Retail Report 2018, 46 percent of consumers prefer to shop online.
eCommerce is the driving factor behind this shopping evolution. Consumers no longer have to go out to go shopping. eCommerce has brought the shopping experience to their fingertips via computers and mobile devices, completely changing the way consumers shop.
This article is an exploration of the most impactful ways that eCommerce has changed consumer shopping habits.
https://www.scalefast.com/blog/customer-behavior/
As the saying goes, “For every customer who bothers to complain, 20 other customers remain silent.” Unless the experience is really bad, customers usually don’t bother to share feedback about an experience that didn’t meet their expectations. Instead, they decide never to do business with the service provider again. That’s a high price to pay for lost feedback.
The lost customer is not the only casualty. Studies have shown that each dissatisfied customer typically shares the unsatisfactory experience with 8 to 10 (sometimes even 20) others. With the growing use of social media, it’s not uncommon for negative feedback to go viral and hurt the credibility of a brand.
https://www.optimonk.com/blog/15-ways-e-commerce-websites-get-customer-feedback/#.Ww6WLEiFPIU/
The need to constantly optimize their site is one of the biggest challenges faced by anyone investing in mobile commerce.
But how can they not? Also referred to as mcommerce or m-commerce, mobile commerce is an advancement of ecommerce that enables people to buy and sell products from virtually anywhere by use of a mobile device. Basically, any monetary transaction that’s completed on a mobile device constitutes as mcommerce.
https://thriveglobal.com/stories/how-to-optimize-your-ecommerce-site-for-mobile-conversions/
It’s a dog-eat-dog world out there in the eCommerce industry. Online retailers face tough competition when it comes to offering a good customer experience and winning over the loyalty of their customers. And the truth remains that while striving for the much-sought-after “perfect customer experience”, there are many struggles these retailers still go through on a daily basis that hold them back.
https://mopinion.com/is-digital-feedback-the-solution-to-all-online-retailer-struggles/
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