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25 eCommerce Tips for a Great Customer Brand Experience
- Have a URL people can easily remember; If you have a long business name find a way to have a shortened version
- Your online brand needs to feel like your brand in a store, the user must get a sense that your business has a personality and that they are dealing with real people.
- Your eCommerce sites design needs to reflect your brands style guide, the experience from advertising to the website need to be in sync, if you are doing specific campaigns they should have a tailored landing page
- Address abusive emails properly, they can be turned into a positive experience for the user who could then become and advocate
- If there is an issue with an order, call the user to inform and discuss, this will go a long way with brand trust
- Have a land line number that can be called, try to avoid Indian call centers. They do nothing for a retail experience
- Provide details of your companies physical street/postal address, a photo would do wonders
- Use good, clear products shots; allow users to understand the physical size of the products
- Use thumbnails to display images and allow people to load the images they want to see, zoom features also help show the detail in your products.
- Show the user all the available colours not just a single shot, this will aid in product conversions
- Allow users to rate your products, quality always shows and if products are starting to perform badly look into and take appropriate steps and let your users know it
- Make sure there are no spelling mistakes! Re-read your content. Then have someone else re-read it
- Don’t devalue your business by continually offering discounts it really indicates to users the true value of the product
- Allow for Guest checkout, don’t force users to register! 70% of customers will user Guest checkout of that, 50% of the returning customers would consider membership for a valid incentive
- Let the customer see the shipping charge without registering! If you ship overseas allow for each countries postal details
- Make sure your privacy policy is clear and can be understood by a 5yr old.
- Display your security credentials so users and hackers can see you have taken the appropriate steps to allow for safe transactions.
- Don’t just Accept PayPal, Get a proper merchant account this will give your business more credibility online.
- Except all credit cards upfront, If you suspicious activity have the card checked before putting the order together.
- Once the order has been processed the user should automatically receive an email containing a thank you message and the tracking information for the courier/shipping company.
- Never leave unanswered emails for more than 24 hours, or your customer is lost
- If you have newsletter signups, actually send newsletters!
- Keep in contact with the customer in regards to the status of the order, provide the shipping companies tracking number and details also.
- Reply to your customers, if you don’t know the answer, tell them you will look into it and get straight back to them.
- Don’t buy keywords for products you don’t stock, that reflects negative on your brand!
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1MD was engaged by EKC Projects to create a brand identity for a new men’s shoe range – Meandher. We also designed and developed the website and ecommerce platform for the brand. Since launching in February, www.meandher.com.au has recorded 1500 visitors with an average site time of 3 minutes.
