To stand a chance in a competitive online market, you need to ensure your consumers are more than happy; they need to be impressed. You might be selling excellent products, or an impeccable service; however, if their first experience with your brand online is a negative one, they are unlikely to return to it. It’s important to bear the following key points in mind when creating or maintaining your business’ online space.
The lack of face-to-to face contact with the customer can often prove detrimental to business. If a problem has arisen with a product or process, people usually want a friendly resolution; which can be difficult to find online. You can help to rectify this by keeping all your content in the tone that best reflects your brand identity, and refrain from using overly-complicated jargon that may confuse somebody. By ensuring the customer has all the information available to them, and it’s written in a manner they can easily understand; they’ll be less aggravated than if they felt patronized or confused. It’s also important to have genuine, human responses at the ready, when a patron contacts you through phone or email; this can often help answer any queries, and will make sure that the customer continues to visit your business, as they see it as a positive experience.
With internet scams and crime becoming a regular occurrence and widely reported, consumers are already wary of providing any information within the online space. The fewer times a customer has to manually enter their details, the more confident they’ll feel when it comes to purchasing products or services from your business. If they feel their information is being thrown back and forth through emails, or they have to fax, or phone with their details; they will find an alternative company to yours, who provide a straightforward service. Services like Jumio’s Netverify are a great way for both you, as a business, and your consumers to send and receive identity verification in real time; which in a fast-paced, busy market, is an obvious step in online security and peace of
When visiting your online business, a consumer’s experience needs to be as straightforward as possible from the second they hit the landing page. A customer will want to know exactly where they are, and how they are going to navigate through to where they want to go. Keeping your site clear and concise, with the relevant information as obvious as possible, will ensure a stress-free encounter for the patron with your business. Anything that requires a call to action should be as simple to complete as possible; this will reiterate the customer’s trust with you, and they’ll return to you again. For more information on how to retain clarity in your online store, take a look here.
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Whether it’s your customer service, how you obtain consumer’s details, or how easy your website is to navigate; ensuring each step is as clear and straightforward as possible, will instill confidence within each customer. The more trust your patrons have in using your business online, the more brand ambassadors and returning customers you’ll have; resulting in a successful, ever-expanding company.