Think back to the last time you went out to a restaurant, had your hair cut, or had your car serviced at the local garage. Were you satisfied with the process and the level of service given? Did the staff or company ask for your feedback? As consumers, we are constantly involved in transactions with businesses and individuals, and these experiences may delight, satisfy or downright disappoint. Whatever the outcome, it’s nice to know that a company appreciates your invested time and money and that they value your opinion. This is where a simple message to say thanks and an opportunity to provide feedback can go a long way.
This situation can be replicated in the ecommerce world too, and it is arguably even more important. It’s no secret that with the rise of online shopping, switching costs have significantly decreased for consumers. Your competitors are just a click away, making it easy for online shoppers to compare products and prices and flit between their favourites when it suits them. But what if buying from your store simply delighted your customers so much that they wouldn’t go anywhere else? This is your loyal customer. This is also your most valuable customer. Consumers expect a seamless online experience and you no doubt want to give it to them, so you can retain more customers in the long run and stop them from switching to a competitor. But first you need to communicate to your customers that you do appreciate their time and money and that you do value their feedback. This is a very simple process that doesn’t take long to implement and will improve your customer retention, if you follow through appropriately. (more…)