Satisfying Customer Expectations to Guarantee Sales

When your customers are happy, you can build loyalty and earn return business and referrals. If your customers are unsatisfied, they will not return regardless of your top-tier marketing skills. For brands to be able to convert new customers, existing customers must be satisfied. Here’s how you can turn eCommerce expectations into guaranteed sales:
 
What Brands Need to Earn Return Customers 

Some studies suggest that more than 45% of your business dealings come from return customers. For retailers, these transactions represent a large portion of their revenue. According to the Pareto principle, 20% of your customers account for approximately 80% of your revenue. As a result, most of your profits come from your most loyal customers. 
 
Brands can use various tools to satisfy customers and gain return business. These tools include loyalty programs, augmented reality, 3D product reviews, referral incentives, carbon-neutral ordering, and free shipping, which are all critical in improving brand perception and increasing conversions. 
 
Importance of High-Quality Customer Service

One of the most effective yet underexploited concepts of developing loyalty online is providing excellent customer service. More than 90% of customers are likely to return to businesses that offer exceptional customer service. 
 
Many entrepreneurs think of customer service as a primary tool for easing exchanges and returns. However, eCommerce platforms today excel at raising average order value, closing conversions, and acquiring relevant customer data. Here is how adopting a smart customer service program can help you boost loyalty and profits:
 
Align Customers at Strategic Stages along the Buying Journey

According to eCommerce experts, whenever customers return to your website to purchase a product, the possibility that they will shop repeatedly increases. A first-time return consumer has a more than 40% chance of making another purchase, while a two-time return customer has over a 55% chance of returning.

Retailers can increase the number of consumers that sail through the sales channel and convert them into return customers. A practical method of doing that is determining where most of your users get stuck and assisting. 

 
Resolve Complaints before Customers Leave Their Reviews

Modern-day shoppers trust the opinions of previous shoppers more than your marketing strategy. As a result, negative reviews can wreck conversions. The best thing you can do to avoid negative reviews is by providing supportive and responsive customer service before customers invade the comment section.

Include a comment card that invites dissatisfied customers to communicate their complaints with customer service representatives. Integrating your customer service plan and communications materials allows you to build a private, accessible channel for resolving concerns as they come. This method will also assist you in increasing customer satisfaction without exposing the company to negative comments. 

Develop an FAQ That Produces Sales

Brands spend a lot of money studying their customers to understand what they like, their shopping habits, and what they dislike.

By integrating a robust customer service solution, collecting such data will not cost a single penny. More customers can leverage your FAQ to answer their pain point-related questions, allowing the customer service representatives to focus on generating sales and resolving more complex requests. 
 
Sweet Tips from Ally:
 
Brands should strive to exceed customer expectations in order to maximize their chances of increasing revenue. Remember, customer expectations will have an impact on your brand's reputation, brand loyalty, and product sales.