Small eCommerce Companies: Compete with Personalized Customer Service
With more than half of all sales now occurring online, there continues to be a migration away from merely a price focus and towards a customized and personalized customer experience. This trend will continue to grow over the next three years.
An American Express survey revealed that 78 percent of consumers have bailed on an eCommerce transaction or not made an intended purchase because of a poor service experience. “Understanding Customers” by Ruby Newell-Legner discovered that only 4 percent of customers report a bad eCommerce experience, yet their willingness to give an e-tailer another chance to make things “right” was quite small.
On average, loyal customers are worth up to 10 times as much as their first purchase, according to the White House Office of Consumer Affairs.
Marketing Metrics noted the probability of selling to a new prospective customer versus an existing customer:
Perhaps the cost of a bad customer service experience is the data which most indicates how small eCommerce must first offer personalize customer service and care. News of bad customer service reaches more than twice as many ears as praise for a good service experience. eCommerce firms are taking the time to address unhappy customers and doing everything possible to remedy the situation. It is worth keeping the business AND avoiding any negative word of mouth exposure.
WarehouseOS® allow your business to maintain a personal and professional online retail experience. For more information on WarehouseOS and how it can help to increase overall customer satisfaction, contact us HERE.