Experiencing the pains and pleasures of online shopping during lockdown has taught me quite a few valuable lessons about customer experience. So I was fascinated to read a new research report from Amazon this week about ‘Connected Commerce’ trends. One particular statistic caught my attention relating to online customer experience. The reason being was that I was having two very different online retail customer experiences at the time - one great, one really disappointing. It seems I am not alone in my online retail frustrations. The research highlighted that 71% of online retail customers will switch from a seller if they don’t offer a good customer experience. Also, 59% of customers will always share a bad experience with a product, service or brand with friends and family, influencing them to change sellers too. It is therefore surprising to see that some businesses and brands who retail online are just not understanding that the customer experience is everything! As entrepreneurs, when we take the decision to sell our fabulous products online, we also need to ensure that we pay just as much attention to the way we treat our customers, giving them an experience to remember for all the right reasons.
Have yourself an inspired entrepreneurial day! — Melanie