Selling online is definitely the way to go forward to increase your overall business revenue. It is obvious that selling Online increases your audience reach which is what every seller is aiming for. However, selling online brings a challenge – increased competition with new entrants and existing giants like Amazon.
It is not always possible to compete with new entrants and existing Giants with lower price. Alternatively, we can allocate our resources on creating better customer service to encourage repeat sales from existing customer base. Doing this helps you to create loyal customer base and you will reap benefit from customers lifetime purchase. Fighting for new customers with price you will only help you gain customers who are less likely to return as they look for better price somewhere else.
I would like to discuss one of my recent online purchase and my experience with their customer support when things went wrong.
Recently, I bought a gift from Amazon for a good friend of mine and asked amazon to deliver directly to his address. They tried delivering using a thier own courier “Amazon Logistics” You will see the parcel journey on next slide. Accidently, I gave wrong delivery address and the person at wrong delivery address refused delivery. Ultimately, Amazon got it returned back to its warehouse.
When I was notified about this return, I simply emailed Amazon customer service to refund the order which they did in no time. I must say there was no hassle in getting full refund. I was a happy customer as I suffered no loss even though it was my fault for not giving correct address! Later,that day I bought the same item again and got the parcel delivered within estimated time.
As a caring online retailer, what would you do in this situation? I was expecting to pay for the return and only get refund for the value of the item. In contrast the seller went out of their way to refund the order with no hassle and kept me happy. I have been buying from Amazon for past five years and would happily buy again without any doubt.
I gained trust with Amazon and Amazon gained a loyal customer. I must admit that I would not mind even paying some extra in future if that means I get better customer service.
- Respond your Customer emails quickly
- Do not blame the Customer even if it is their fault
- Do not make Customer feel like they are losing out
- Offer the best solution taking Long-term Approach