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eCommerce

Gumtree Customer Journey

Gumtree Customer Journey

Step 1 Problem: Need a pushchair, second-hand is OK if it is good enough to use.

Step 2 Family member recommended that she bought and sold on Gumtree and it was fun.

Step 3 Researched for the product on Acer Iconia Tablet – Gumtree, eBay and Amazon to check for prices in the evening while watching tele. I researched again on laptop next morning to confirm prices.

Step 4 Found it was cheaper on Gumtree and texted the seller on Monday  morning before I went to work. Got address and price confirmation back on before lunch. Arranged collection time follow Saturday and picked and paid. Problem solved!

Gumtree is great for finding local deals! It is good for buyers to get response quickly as communication is through mobile. However, I must admit the site search functionality is not as good as eBay or Amazon. Additionally, customers are also not sure if the products they are looking and live are still available for sale. This uncertainly does not encourage buyers to try another time if they fail the first time. Other that this it is great!

Customer journey now involves multiple channels and multiple devices. Email is not only means of communications and mobile is getting its way through. As a small retailer, it is wise to invest time on multiple channels like eBay, Amazon, Gumtree and mobile communications. This will only help your customers find you quicker, complete the sale quicker and ultimately help you grow your business.

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