eCommerce retailers strive to create a trusting relationship through communications and transparency that leads to brand loyalty and increased sales
Open and constant communication is key in today’s e-commerce world. With all of the competition for eyeballs and purchases, the best retailers succeed by establishing a trust-factor between seller and buyer. This has always been the case in retail and is the driver behind many of the innovations in the retail industry: Branding, CRM, Loyalty Programs, etc.
In today’s fast-paced world, losing the trust of your buyer means that they will not come back and you may have lost them forever. The biggest complaints from consumers are based on this lack of building trust:
- Bad Customer Service
- Late deliveries
- Wrong orders
- Product Quality
- Return Policies
- Delivery and Logistical Issues
Base Your Customer Relationship On Open Communication
Just like any other relationship, the success between buyer and seller is based on open, frequent, and accurate communication.
Once a shopper has spent their hard-earned cash on your product or service they expect you to let them know when it’s on its way, when it will be at their doorstep and if there are any delays or unexpected events. Hiding the truth from your customers, especially if it’s bad news, can damage the bond and keep your customer from trusting you in the future. Like a good partner, an online retailer must strive for open communication, trust, and a lasting relationship.
Your Customer Needs to Know Right Away
In addition to accuracy and availability, speed is of the essence when it comes to online shopping. For many retailers and manufacturers, it can take hours, or sometimes days, to customize items, pick stock, prepare it for shipment and have the carrier enter it into their system. During this time, an online shopper feels like they’re in limbo and has no idea when their package will arrive. Successful online retailers incorporate not just their third party shipping company tracking information, but they integrate post-purchase experience software with their data to create a full customer journey and keep their customers in the know from the moment they click the buy button.
The Customer Journey
In each portion of the online experience through which the customer passes, there is an opportunity to weaken and strengthen the relationship. While there are a variety of solutions for customer acquisition, user graphic interface, decision making and clicking the “buy” button, one of the least explored steps is the post-purchase experience. The period of time between when your customer places an order and when the order gets to their doorstep is an opportunity to leverage your brand, optimize your marketing, and generate more sales. By focusing on each step equally you can make sure your customers keep coming back again and again.
How WISMOlabs can help
The WISMOlabs post purchase platform lets you keep your customers in the know about when to expect delivery from the moment they place their order, even when your carrier cannot. A best in class post-purchase experience tracking page interface is fully customizable and will tell the order journey story through your brand’s voice. The data driven predictive engine offers a functionality gives customers:
- A HIGHER LEVEL OF ACCURACY
The delivery date given to the customer is immediate and more accurate. It reflects the number of days it takes to receive an order and ship it from the warehouse. You can create different delivery dates by product, geography, and even holidays. Having more accurate delivery dates will keep your customer happy, increase customer loyalty, and generate repeat sales. - ESTIMATE ARRIVAL DATES BEFORE THE ORDER LEAVES THE WAREHOUSE
Instead of a frustrating “TBD” on the delivery date, your customer is informed the minute they place the order. Better expectations leads to brand loyalty, higher customer satisfaction, and greater brand engagement. - INTERACTIVE MAP
Customers can see their delivery status and follow the location of their order on a live map. Knowing the current location of the order and the distance from the destination keeps the customer at ease about the delivery. This feature reduces uncertainty, builds trust and keeps customers from having to call for updates. - MANAGING CUSTOMER EXPECTATIONS WHEN CARRIERS CAN’T
Carriers may have multiple issues that can cause the delay of your customer shipments which will contribute to a bad customer experience. The WISMOlabs platform keeps your customers up to date about their shipments and gives them the information they need when the carriers can’t, providing the best experience possible for your customers and building trust.
Enhance Your Post Purchase Experience with WISMOlabs
With the WISMOlabs post purchase experience platform you can enhance the customer journey and give your customer peace of mind with best in class accuracy and increase customer loyalty. Contact us today to find out how.
