Yesterday Kevin shared the definitive infographic about how to turn customers into lifetime brand advocates. Going off of that, it's important to acknowledge that creating a positive customer service experience is imperative to developing and ultimately maintaining consumer loyalty, especially when it comes to the e-commerce sphere.
E-commerce poses new challenges not faced in the brick-and-mortar market because while it's now easier to reach a larger audience, it's consequently easier to forget to personalize your customers' experience. This leads to customers feeling like there's no one behind the brand name who cares what they think or have to say. Knowing that 80 percent of future sales are made by repeat customers should inspire brands to return to do whatever they can to keep their customers satisfied and returning.
<Image: Michael of Scott – Flickr>
<Infographic: 7 Ways to Provide Exceptional Customer Experience for Ecommerce – Sales Force Desk>
Interested in learning more about e-commerce and home delivery? Check out our upcoming Home Delivery World Canada conference!