Consumer’s positive experience on the
product will state its success. Only if a consumer gets positive experience on
using the product or service, the etailer can continue to sustain in the market
selling the products in demand. This element is also based on the consumer’s
awareness, attraction, purchase and use of the product. The individual
expectations will also play a vital role in deciding the success of the
product.
Analysts, researchers and commentators
strongly recognize the importance of retaining a good consumer experience on
the product. The etailers, manufacturers and other marketers must realize the
fact that consumer satisfaction is always important more than the quality and
service. This may influence millions of potential customers to decide upon to
buy or not, from the past experience of their customers.
Although there are many analytics and
metrics used to measure consumer’s satisfaction, it cannot be still fully
determined.
Every etailer must concentrate on the
point of increase consumer experience by convincing them with all their
expectations about the product and services.
Today the world is moving to the digital
market, which offers plenty of flexibility, options and time and money saving
opportunities to the consumers shopping online. This has also increased the
availability of same type of products from different brands and sellers at
varying prices. Although quality is emphasized and given more importance, there
are also other factors influencing the consumer’s experience of using the
product bought online.
The etailers must consider many factors
to improve their products and services, while increasing consumer’s experience
to a higher level and retain the customer.
Here are a few elements that an etailer
must consider to increase their customer experience;
·
Priority
for retention of customer:
Keeping the current customers is of core
importance to increase the leads, which the etailer will get through word of
mouth and this is imperative to increase revenue. Remember, acquire new
customers would cost at least five times higher, than retaining the existing
one. Therefore, it is essential to retain existing customers and give priority
to this.
·
Sell
more to Existing Customers:
Selling more to the existing and loyal
customers will lead to great success. However, to retain this loyalty, you must
deliver good products that reflect good consumer experience with 100%
satisfaction. You must aware of the fact that any negative feedback would
affect your reputation.
·
Importance
of traditional marketing
Although digital marketing plays a
dominant role in attracting huge numbers of customers, traditional marketing is
still effective and productive. You must try to retain your existing customers
in the traditional market who still has a huge potential to bring more leads to
the retail business.
·
Word-of-mouth:
Regardless of numbers of advertising
options available right from media to internet, word-of-mouth is a very
powerful tool to advertise your product and brand without any cost. The fact is
undeniable that you can attract more customers by ensuring satisfying
experience through your loyal services, which is transferred to numbers of new
and potential customers from the existing ones through word-of-mouth.
