Hi All,
Many of the businesses exit or fall without competing in the market because of the reason for not providing their users a complete view of the customer experience.
The reason behind this situation is that most businesses does not make an effort to hear from their dissatisfied customers. Hence you are losing the opportunity to gain valuable feedback from your customers. So, in this article we go through some of the best customer touchpoints that matter in ecommerce.
The following are the main ways to improve your ecommerce strategy and touchpoints on which you should pay attention to by using customer feedback.
The Customer Journey
One of the most important reason to know from where your customers are exiting from your business resides in deeper understanding of your customer journey optimization. It also involves in increasing your conversions. Some of the most important customer touchpoints are during registration, during product presentation (videos or webinar), point of success, payment, checkout etc. You can also check the bounce rate, to identify from which pages your customers mostly get exited. You can arrange for listening posts from customers at the pre-abandon points, from which you can have a good chance to know the reason why they choose to leave.
UX Testing and Benchmarking
Set possibility to collect user feedback at specific points, while you make changes to your UX(User Experience) as much as possible. For example, you can provide a field to ask feedback from user about a feature or an element if it is removed or modified from your website. Have the ability to gain more insights on pages of your website, so that it can notify your position on par with your competitors. Make sure to gather positive feedback from your customers whenever you make any alterations or updates to your site. This provides a benchmark to your business improvement.
Set More Feedback Options for Customers:
Give the extra opportunity for your users to provide feedback even to your product pages, presentations etc. This enable you to gather data about the percentage of customer delight. If you have no feedback, it denotes that your customers are more satisfied with your product. However a negative feedback will make your product to be more improved in the long run.
Customer Service and Customer Support
You should think whether all of your services related to customers are providing valuable benefits to them really. Customer support should really need to solve user issues or should satisfy their needs. Hence your customer service costs will be worthy enough to be implemented. All these are possible only if your employees collect valuable feedback from your customers. This also optimizes user experience. That's the reason why 80% of people in America believe that smaller organizations emphasize more on consumer service than larger companies. Collect customer feedback at all possible ways like during customer support process (both self and online support).
Ideas shared from: http://www.kampyle.com/customer-touchpoints-matter-ecommerce/
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