Ecommerce – Page 7

23 Sep17:22pm

Do You Need Omnichannel Retailing?

Most retailers know that being able to offer their products online is an essential part of their marketing strategy, rather than an option.

However, a recent report by comScore revealed that 173 million people in the US now own a smart phone, and are using this device to check emails and text messages all day long.

They are also using it to shop.

As retailers, whether we like it or not, omnichannel retailing is here to stay, and marketing-savvy retailers have been making sure their websites are mobile-optimized, and ready to offer features and services to customers during the holiday season, so they don’t miss out to the shopping giants and big-box stores.

So what can you do to get your store up to speed? Omnichannel retailing really means that all the places where your customers can buy … physical store, online via desktop, smartphone, ipad or tablet … work together seamlessly for your customers.

Put yourself in the position of your customer and try to buy something from your own store through all the channels that you offer. How was the experience? Did you get smoothly to checkout? Were there frustrating delays or screens that didn’t display correctly, or not at all? Once you have pinpointed the sticking points, get your tech team and staff to iron out the issues.

You have probably already figured out your holiday marketing campaign, but research is showing that email is still a favorite by many retailers. In the study mentioned above, it was found that 42 percent of emails sent were opened on smartphones, and an additional 17 percent opened on tablet devices. So definitely make sure your site is mobile optimized.

Follow the lead of large bricks and mortar stores, such as Staples, who are aggressively using email campaigns to drive customers into their stores, and tempting them with a series of coupons and special offers.

Keeping in close contact with your customers through all devices will be key this holiday season, and those who don’t will lose out on precious holiday sales to retailers who have planned their omni-channel strategy to create an excellent customer experience at all of their store touchpoints.

If you would like information on omichannel retailing for your online or bricks and mortar store, contact info@xocbox.com.

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23 Sep03:06am

Communication drives customer satisfaction

I recently read an article about the top five drivers of customer satisfaction in the remodeling industry, and at the top of the list was communication.

Others in the list included sticking to a schedule, being professional and organized, trust and problem resolution.

In reality, the list above could be applied to any type of business, including retail.

How many times have you purchased something online, and waited patiently for your item to be delivered, only to receive an email ten days later saying the item is on back-order!

Don’t let this be the experience your customers receive when shopping on your site. Nothing will drive customers away from your site more than poor customer service.

No matter how busy you are, by setting a routine that you and your staff follow when customers purchase or call in for help, you can avoid disappointment, and gain a loyal following of happy customers.

What your customer wants

Promptly confirm purchases via email
Confirm that payment has been received
Advise when item purchased will be shipped
Once shipped, let them know package is on the way, and confirm tracking details
Provide updates and status on late or delayed shipments
Always include a packing slip or invoice in every package you send out
Include a returns policy in the package
Include a phone number or email address that customers can call with questions
Include a FAQ page on your website
Return customer calls within the same day, if possible
Resolve issues promptly, avoiding arguments
Issue refunds and credits promptly

What your customer doesn’t want

No confirmation that order has been received
Difficult to find company contact information
No tracking information
Poor returns policy
No return phone call or email
To be kept on hold
Product doesn’t arrive
Slow or no refunds policy
Goods not as described
Unfriendly service

Unfortunately, sometimes a customer will have a negative experience, no matter how hard you try. If that is the case, don’t try to hide behind your policy, don’t lose your temper, and don’t take the complaint personally.

If this happens to you, work with the customer to provide an alternative product, a refund, and even offer a small gift or discount coupon off their next purchase. You will be surprised how an unexpected gesture of generosity on your part can suddenly change the whole dynamics of a situation. Your upset customer then becomes your biggest fan!

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05 Sep22:13pm

Are you ready for the holiday season?

Back to School is behind us, and the Holiday Season is just around the corner, so now is the time to make sure you have everything in order for that traditional increase in sales during Halloween and Christmas.

The short shopping season of 2013 meant that many etailers had difficulty fulfilling orders in time, and some unlucky shoppers received their gifts long after the holidays were over.

The 2014 holiday season will again be short, with just 26 days between Black Friday and Christmas, only one day more than 2013, and predictions indicate that online sales will increase, with consumers spending more time shopping on mobile phones and tablets, and less on retail sites.

Thanksgiving falls during the last week of November again this year, and Cyber Monday will be in December. So if you’re feeling behind schedule with your store planning, what can you do now to make sure you don’t miss those all important holiday sales?

Most importantly, don’t panic! There is still time to do some last minute planning.
Make sure you have all your holiday orders placed with your suppliers, if you don’t already have products lined up in your warehouse.
Ensure you have all your packaging materials and boxes ready to go.
Plan out your holiday promotions and add these to your website in October. Be ready for early gift shoppers by suggesting gifts by product type or gender, and create gift baskets or sets under a specific dollar amount.
Make sure you have plenty of accessories, and gift-type products ready for your site by October.
If time permits, make some seasonal color changes to your website and theme, however, products and promotions are still your main focus.
Decide how you will cope with the extra workload – do you need to hire temporary staff for the season? Think about the extra strain on your resources such as customer service, product fulfillment, and gift wrapping.
Plan your email marketing campaign, and social media strategy.
Plan your delivery cut-off dates and make sure these work with your shipping carrier.
Think back to what worked best for you last year, and repeat that process.

The Holiday Season is the most exciting time for shoppers and retailers alike, and even with last minute planning, you can still create a great experience for your shoppers, and a profitable holiday season for yourself.

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