Ensure a positive customer experience for your online shop

Ensure a positive customer experience in your online shop

How do you keep customers coming back to your online shop? How do you attract them? Competition is fierce, so this is no easy task. It is worth taking care of the Customer Experience – building customer loyalty is a key issue for e-shop operators.

E-shop operators want to attract new customers, but they should not forget about the existing ones. It is worth making every effort to ensure that a satisfied customer wants to continue shopping with you. How to influence customer loyalty? How do you keep a customer?

Customer experience – what is it?

Customer Experience (or CX) is simply customer experience. The term refers to the customer’s perception of the interaction between them and the shop. It is the sum total of the experiences, emotions and problems that the customer experiences while shopping in an e-shop. The customer experience is made up of various factors, such as the price of the product, its availability, the way it is presented, the possibility of making effective contact with the shop staff, the design of the website, how easy and intuitive it is to use, the cost of shipping, forms of payment, the way it is packaged, etc. elements. The customer experience is crucial as it determines the value the customer receives when shopping, and the greater this value, the more attractive the shop’s offer is to the customer compared to the competition. Therefore, online shop owners should continuously analyse CX by observing their customers and improve their business based on this. A good way to get customer feedback is to ask them to complete a consumer survey or share their opinion on the service/product.

Building customer loyalty in the webshop

How do you ensure a positive customer experience for your online shop? How do you influence their brand loyalty and willingness to buy again? Just follow a few rules, i.e.: put the customer’s convenience first, build relationships and treat the customer individually, provide a sense of security, keep your word, deliver more than the customer expects, respond quickly to problems and mistakes, engage the customer, reward brand loyalty. A satisfied customer is the key to success, and by applying the above guidelines, you can gain many such satisfied customers.

Shipping costs and packaging of shipments

The customer’s buying experience is greatly influenced by the type of shipping and its cost, as well as how the goods are packaged. Shipping costs should be set so that the customer does not feel that they are too high. It is also worth thinking about setting an amount above which shipping is free. This encourages customers to buy more. It is a good idea if a shop offers several shipping methods – this is important because if the shipping method does not suit the customer, he or she may abandon the purchase. For this reason, it is a good idea to offer parcel post, courier, postal service, collection point and, if possible, personal collection.

The packaging of the goods is also extremely important. The parcel should be packaged in such a way that it is safe, so that it reaches the recipient intact. But aesthetics and personalisation of packaging are also important. It turns out that customers pay attention to such details. Personalised packaging and accessories such as adhesive tapes are also a form of advertising. The most convenient for packaging are returnable boxes and cartons with automatic bottoms and envelopes.

Easy returns

The possibility to return goods purchased online is first and foremost a customer right and a legal obligation of the shop owner. The consumer has 14 days to make a return. It is important to support the customer when he or she decides to return the goods. If the return is easy and the funds are credited quickly, the customer will definitely return to the shop, because he or she will be sure that there will be no problems if another return is necessary. Every online shop should have a returns policy in place.

In connection with the possibility of returns, it is worth using return packaging to make the process even easier for the customer.

How do I keep my customers?

In summary, customer loyalty depends, among other things, on: product prices, product availability, the way the shop is presented and easy to navigate, shipping costs, forms of payment, the way the goods are packaged, the ability to establish effective communication with staff, the use of various incentives, including loyalty programmes, etc.