So, this is just a short Sunday post to say what I have always thought and never said out loud.
If you run your own ecommerce, or work for an outsourcing ecommerce provider and you’re always struggling to understand how to improve your online shop’s customer experience with fancy new functions … well, this is the post for you.
As a mature online shopper I am always very critical and focussed on the details of the online shops I choose to use. I have seen sooooo many cool online shops with fancy new features delivering very poor service that I just want to say it once, hoping that this will be of some help to you people.
Now, BEFORE all the strategic thinking and R&D that you can make on your online shop, have you ever tried tracking the Customer Journey of your shop (being very careful on identifying macro and micro steps) and testing each of its steps to make sure that the shopping experience is as smooth as possible?
Many people don’t do this. In “retail” words, it’s just like equipping your physical store with iPads but keep rude and unprofessional shopping assistants, or a broken till, and so on.
So, guys, before thinking to add into your shop these fancy augmented reality virtual fitting rooms, why don’t you check:
1) The Home Page
2) The Category Page
3) The Product Page
4) The Checkout (in all its steps)
5) The thank you page
6) The Warehouse Stock (is it working properly? do you have many out of stocks?)
7) The Delivery Time
8) The Customers’ Feedbacks on the different steps of the journey(I’m sure you ask for these feedbacks once the order is delivered, don’t you?)
9) The Product
10) Your Customer Care
Have you ever done this?
If not, give it a try, and then let me know.