What is the future of ecommerce? According to Shopify, it’s relationships. Period. Customers want meaningful connections that extend beyond the products or services you sell. They want to be valued, feel special–even pampered. Makes sense to us.
Take a page from Chewy.com’s customer-loyalty playbook. While we couldn’t tap into all of their customer service secrets, here are three awesome gestures that enamor customers and promote loyalty:
- With 24-hour customer service, they’re staffed to answer any question, any time. And what keeps customers coming back is their use of “pet lingo” coupled with the true desire to answer customers’ questions thoroughly and satisfactorily. For example they always write something like, “Thanks for giving us a bark,” or use a “Peace, love and paw prints” closing, enamoring customers around the country. Think about it. Pet owners love it! How is your customer service?
- One of our teammates had an interesting Chewy.com experience. She received her dog’s monthly cases of canned dog food. When she opened the box, the cans were damaged, opened and spoiled. She took pictures, thinking they’d require proof for a replacement. Nope. Called customer service and she had two cases on her doorstep the next day. No questions asked, just lots of apologies. Not bad, right?
- Last year they had a campaign where they asked customers for photos of their pets. This seemingly innocuous request resulted in a surprise gift of a painted portrait of these customers’ pets, arriving in the mail and thanking them for being valued customers. Customers were thrilled, posted photos of the portraits on Facebook and boom! A viral campaign in praise of a company that has their eye on customer loyalty. Just brilliant!
Yep. The future of ecommerce is about relationships.
How do you have time to develop relationships when you’re knee-deep in tedious back-office busy-work?
There is a way. Stop the insanity of manual data entry. With as many as seven touch points per order, manual data entry leaves ecommerce businesses vulnerable to human errors and inefficiencies that you have surely experienced more than you’ve wanted to. Ask yourself if you continually oversell certain items—wouldn’t you like to end that customer-killer?
Plus, most customers tell us how switching to Webgility’s ecommerce accounting automation software SAVED them money!! They no longer had to pay a bookkeeper for twenty hours a week. In fact, Debra Shaw, co-owner of an online vintage VW parts store shared her story with us, and it is typical in terms of monthly savings from nearly to eliminate the need for a bookkeeper?
Retailers and brands can now enjoy accounting and inventory automation that allows businesses to easily sell on multiple stores and marketplaces from one dashboard. Add the ability to integrate with shipping, inventory, point of sale, QuickBooks or NetSuite and you’ll be hooked. Plus, how would instant financial reports, order tracking, and accurate inventory for your entire business at your fingertips change the way you operate your business? What would it mean to your ecommerce business to know its health, down to item level profitability or know that you will never oversell an item again?
Webgility data automation drives efficiency and productivity for ecommerce sellers, freeing up the time you need for building customers relationships, marketing and other mission critical growth strategies.
In 2019, ecommerce sellers finally see back-office busy-work for what it truly is—a business killer. Today’s ecommerce moves too fast and touches too many platforms and systems for a serious seller to stay in the data entry dark ages.
Time to adopt accounting and ecommerce inventory management automation with the top multi channel ecommerce software Webgility that will help you significantly grow your sales and revenues. Click here to get a free, no obligation demo that will illuminate the savings and growth your business will realize, thanks to ecommerce data automation. Making the switch is affordable, profitable and positions any ecommerce seller for growth.
To really send the point home about relationships as the future for ecommerce, here are nine surprising stats that prove being human is good business:
- 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back – 1st Financial Training services.
- A dissatisfied customer will tell between 9-15 people about their experience. Around 13% of dissatisfied customers tell more than 20 people. – White House Office of Consumer Affairs.
- Happy customers who get their issue resolved tell about 4-6 people about their experience. – White House Office of Consumer Affair.
- 70% of buying experiences are based on how the customer feels they are being treated – McKinsey.
- 55% of customers would pay extra to guarantee a better service – Defaqto research.
- Customers who rate you 5 on a scale from 1 to 5 are six times more likely to buy from you again, compared to ‘only’ giving you a score of 4.8. – TeleFaction data research.
- It takes 12 positive experiences to make up for one unresolved negative experience – “Understanding Customers” by Ruby Newell-Legner.
- It costs 6 – 7 times more to acquire a new customer than retain an existing one – Bain & Company.
- eCommerce spending for new customers is on average $24.50, compared to $52.50 for repeat customers – McKinsey.
And finally, five first steps toward building customer relationships:
- Make a practice of being pleasant to do business with. No matter what. Being known for this is nearly a guarantee of continued success.
- Do what you say you’re going to do.
- Resolve problems quickly and efficiently.
- Listen to your customers.
- Make it all about THEM and NEVER about you.
Ready for your free, no-obligation demo of Webgility? Ready to be the future of ecommerce? Get your ecommerce data automated now. Click here for your demo.
Thank you Colin Shaw of Beyond Philosophy.DOWNLOAD WHITEPAPER - THE ESSENTIAL ECOMMERCE TECH STACK