Ecommerce is prevalent, but needs exceptional service, offerings
It's no surprise that retail websites are fast becoming a preferred method of shopping for many consumers, and this trend is helping to boost merchants' revenues and customer retention efforts. To keep this success going, businesses need to focus on offering exceptional experiences for web patrons.
According to a recent survey from CouponCabin, one of the biggest perks that retailers provide to internet shoppers is free shipping. However, this may become more difficult for companies to offer this year, as major shipping carriers have announced they will be increasing their prices by 5 percent, which will in turn be passed on to merchants and ultimately, customers. On the other hand, CouponCabin found that even though shoppers know these additional expenses will impact them, 51 percent stated they are "neither more or less likely to shop online."
Although retailers will have to determine how they will handle these shipping increases, there are other steps they can take to boost their ecommerce customer service, which will help enhance their retention and loyalty efforts. Business 2 Community suggests that merchants provide shoppers with instant updates on their purchases, as well as offer quick and easy options for consumers to contact companies to resolve any issues.
