In enterprise, there is a saying about how much you should not get attached to your employees. And while this may be true when it comes to employees in general, when it comes to eCommerce websites, the exact opposite could be said.
In the world of online stores and services where one can create a website that looks like a million bucks but still overcharges and under-delivers, it is always refreshing to come across a company that not only has the goods, but also treats you like you are important.
So how do you build an eCommerce website that your customers will remember? Here are just five ways of creating a more personal experience for them:
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1) No one really cares about you, your company or your website. You are not that special
While it may sound depressing, the truth of the matter is that people do not care about you and your company. It’s like when you get to know someone in person; the first thing you ask yourself is if this person is cool enough for you to bother spending time with.
Even though you are the owner of an eCommerce website, your buyers are only interested in themselves and their needs. They probably have multiple tabs open on their computer screen as they compare prices across different websites before making a purchase decision. Therefore, you need to ensure that it is easy for them to find what they are looking for.
Your product descriptions need to be clear, concise and easy to understand. Team your product descriptions with detailed images for them not only to see what the products look like but also how they are made. Make sure that you give all the specifications in terms of dimensions, materials used and any other features that might entice customers to buy your products in bulk.
2) You are not the only fish in the sea
As much as you might hate it, there are many eCommerce websites out there. Therefore, make sure that your website stands out from the crowd by providing useful content to your customers. Give them ideas on what to buy and whom to buy them for.
You can also provide your customers with tips on how they can use your products as well as ideas on how to maintain them. Additionally, providing useful content that is not strictly related to your business could also pay off in the long run if those people decide to become customers later down the line.
3) Showcase your personality
Do you see a pattern emerging here? Your customers do not care about you or your company. The least they could do is have some idea of who you are and what you stand for.
In the attempt to establish a rapport with your customers, showcase how wonderful your products can be by telling stories that would get people excited about buying them. For example, if you sell makeup products, tell your customers how they can use them to get that perfect look for their prom night.
Also, if you have a team of people working with you, do not shy away from showcasing them on your website. Showing the faces behind the scenes will make it easier for customers to connect with you and relate to your brand more easily.
4) There is no such thing as a stupid question
In the world of B2C eCommerce, your buyers are not just numbers. They have feelings and emotions that you need to take into consideration every time they visit your website. To this end, use an email ticketing system so that whenever a customer has a question or concern, they can contact you immediately.
In addition, have a list of FAQs on your website so that customers can find the answer to any questions that they might have without having to bother you. In case a customer does need to get in touch with you, ensure that your email ticketing system works properly and respond within a reasonable amount of time.
While you do not have to respond to your customers instantly, try and keep them from venting their frustrations on review websites such as Trustpilot. Make sure that you address any issues that might have led a customer to leave a negative review in the first place before taking further action.
5) Maintain a healthy online reputation
You cannot afford to ignore your website’s online reputation. Customers will always check out what other people are saying about your business on review websites before doing business with you.
Therefore, do not shy away from actively searching for negative reviews about your business and respond to them accordingly. If you receive a positive review, make sure that you thank the reviewer for their kind words and ask them if they could share the positive experience with other potential customers.
Do not get too overwhelmed with your negative reviews. At the end of the day, every business will receive a fair share of bad reviews and it is up to you to convince others that yours is different.