Satisfying The Customer: The Ultimate Secret to E-commerce Business Success!

Customers are the lifeblood of any business, and the smart entrepreneur is apt to keep his customers in a loop of good experiences, making them come back for more again and again!

E-commerce business is no exception. Customers always come first, and satisfying them should be your top most priority. There are many factors that determine how successful a business will be, but the customer factor is usually the most crucial in determining profitability.

So it’s about time you focus on your customers and ensure you are providing the best service. But if you haven’t been getting it right, how do you turn things around?

Well,…that’s why I’m here 🙂 Let’s look at 4 things you can do to improve your game in the area of customer service.

Empathy & Care

In our daily running of our business, it is possible to feel fatigued and stressed out, this may lead to a poor show of empathy and care when attending to a customer. Don’t allow this to happen to you. One thing you should remember is that there are thousands of other sellers like you out there offering the same service and probably selling the same products with you, so if you’re rude to a customer or potential customer, you can be sure that they’ll storm off to the next available seller and they won’t be coming back. Show care by sending a thank you message or greeting card to customers that have patronized you, listen to them, understand their needs and proffer solutions, these are the basic tenets of quality service!

Timely Response

Responding quickly to customer inquiries or queries show that you have them at heart and this positions you as a person that isn’t only in it for the money, but someone who genuinely wants to provide the best service he possibly can. In our instant messaging era, nobody likes to be kept waiting, show your customers they are a priority, treat them like they matter.

Learn From Your Customers

Sometimes, things don’t always go well with a sale, the customer might end up unsatisfied with the product. This is no cause for alarm, you should always approach the unsatisfied customer with care and politeness. Be genuinely concerned, ask them what went wrong, find out why aren’t they satisfied with the product. Learn from them. Regardless of how pissed a customer may sound, with the right attitude and response, you can quell the tension, this may not always be the case, some people are just downright nasty. Ensure you are being reasonable with them, take note of their problems and make corrections or refund if you can. Bill Gates once said, “Your most unhappy customers are your greatest source of learning.” 

Over Deliver

The business aphorism “under promise but over deliver” is old but it isn’t obsolete. Delivering more than what is expected is sure to impress your customer who would quickly find him/herself telling everybody about that amazing online store that added a free coffee mug alongside the product they ordered. It may not be always easy to do stuff like this all the time, but you can take advantage of special seasons like Christmas and Easter to chip in an extra gifts for your customers. This is a nice way to market your brand as a caring business!

It is often said that the best form of advertising is word of mouth, well… who better to spread the good word of your amazing service than those who have experienced this service first hand?

Ensure that your customers are telling people good things about your business; provide top notch service, and next time they show up at your store, they’ll bring their friends along.

Have a profitable week ahead!

Bye for now…

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Last Wall Comments

 
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 Cyril says at 19:39 et
Is it still ok to give away discounted coupons?
 
Claudia says at 19:40 et
Yes as long as you don't ask for reviews in exchange. It will still increase your sales velocity and ranks.. However maybe it makes more sense to run PPC instead of giving away your product too cheap 50-75% OFF instead of PPC? Depends on the niche..
 
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 Julian says at 21:23 et
OMG!! today i see ... part of my inventory seems missing? what to do?
 
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Claudia says at 21:23 et
Go to Inventory > Manage FBA Shipments and check if they were received correctly by warehouse? if not, file a report and amazon will research and investigate and credit you for missing or lost units. Finally, check to see if there have been any recent inventory adjustments by using the Inventory Adjustments Report and check to see if there are any ongoing warehouse transfers using the Inventory Event Detail Report.
 
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 Optimus says at 17:22 et
How do i build a list? any tips?
 
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Claudia says at 17:22 et
Please see the video we have about building a list, great tips there!
 
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 Evan says at 17:23 et
You can not collect emails through Amazon's platform. it myst be build a list outside Amazon.. build leadpages page.
 
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 Ted says at 17:23 et
Run a contest in your niche or giveaway, or free plus shipping offer and then collect emails in return. EASY!
 
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 JO says at 23:01 et
Thanks for the golden nuggets! Great course and community here! Love the vibe!
 
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 mia says at 09:35 et
Question about inspections in CHINA for amazon FBA. How to get my shipment inspected in China so you can have it sent directly to the Amazon warehouse? Thx
 
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 jack says at 09:36 et
Use a 3rd party inspection company. Check out www.chinaqualitycheck.com or guidedimports.com
 
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william says at 02:26 et
? I have went thew 4 of the 4 videos in Module 1, my question is should I go back and work one module and work that one before going to the next one is this how this work
 
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 Mike says at 02:27 et
Well, it's best to finish full module so you have a big picture of tools that you can use and full understanding of the structure, and then implement it!
 
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 Speedy says at 02:35 et
i agree with mike. but in some videos where they show specific apps, it's good to install those apps when you already have a store installed , or just re-visit the video again later! Cheerssssss
 
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william says at 01:07 et
thank MIKE WILL DO
 
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Xuan says at 13:08 et
Hi I'm newbie here :)! 3 days I run camp ads fb but not effective
. I till not have first sale for me :(. I don't have direction right for me? How do you make the first sale?
 
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 Theo says at 13:09 et
hi Xuan, it depends on many factors. what is your store? what product you sell? what ads you run? You might want to submit your project to Critics here http://sellslikehotcakes.co/critics.php and everyone will help brainstorming it.
 
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Ricardo says at 06:20 et
Just started on this new course, with lots expectations hope for good results!
 
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 Mike says at 06:20 et
Lets rock Ricardo!
 
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Sathaporn says at 14:57 et
I watch 2 times videos and just got my first Shopify store installed by following your videos and now adding some apps to store like you suggested. Great stuff. But I'm still don't added a product I needs to setup anything first!!
 
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 Jonas says at 14:57 et
Great stuff Satha! keep going!!!
 
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 DTDenis says at 18:00 et
Sure you can set products via OBERLO app!
 
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 Gautam says at 02:00 et
I used the Amazon best seller finder for a keyword. All the results sound encouraging. But I am confused with one of the messages, "Reviews: top 10 sellers have average 3757 reviews (At least 2 of 10 have 50 reviews or less. Recommended <150 reviews average)"
Does this indicate it's worthwhile? It says 3757, and recommended is less than 150. I am unable to interpret as the other results are great. Please help(and explain what they mean)!
 
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 jo says at 02:03 et
It means they have many reviews probably so it's a very popular niche most likely. If the all other numbers sound good i would not be concerned. I think you mentioned you sell oils? so maybe instead of general oils try more specific like "facial oils" or "massage oils" or "lavanda oils" so it's more nichey
 
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 Gautam says at 06:16 et
That's great.If the reviews are too less and the other numbers are right what's the course of action? Just curious.

Thank you for your suggestion on making the niche specific- very helpful!

Cheers.
 
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 Amelia says at 06:19 et
Dont worry about reviews so much, it's becoming less important after last year Amazon's review policy update.
 
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Ernesto says at 03:39 et
how much should i charge for international shipping for "free + shipping offers"? If a client buys a "free+shipping offer" directly from my site more than once - how much should i charge for every "free+shipping item" added?
 
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 Lane says at 03:41 et
It's hard to say without knowing your product, location or shipping costs how much you should charge. Best tip here is see what competitor is charging so you will get a rough idea. Maybe $19.95 for a Tshirt or $9.95 for a Mug

I don't see a need to limit the amount of "free+shipping item" as long as you are making profits and have good margins
 
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Ernesto says at 06:36 et
Thank you Lane!
 
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sol says at 07:45 et
a succesful PL brand however i would like to know which tools are the most valuble in hereis it the bullet point tool,? someone please share
 
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 Emili says at 07:45 et
Welcome sol.. depends what are you trying to achieve and improve?