The trend of online growth shows that businesses can improve customer experience through online means. According to eMarketer, the US eCommerce and the global forecast was at about 18% growth for 2020 before the pandemic. A few months later, this percentage shows about 10% decline. It is still much higher than the traditional retail that exhibits only a 3% increase forecast with about the same 10% decline.
With a growth of over 21% in global eCommerce during 2019 and over $3 trillion worth of online products and services sold, the future forecasts a strong online trend for all businesses.
A basic way to improve customer experience
Every small business can develop a department that helps themselves and other businesses or self-employed people who want to initiate businesses or expand them online. You could permanently have a marketing department for your business to share your expertise with your customers and improve customer experience.
Some businesses that already have an online presence possess basic knowledge and some tips to conduct a successful online business. They may already use the knowledge from acquiring new customers to delivering products and getting paid through eCommerce.
Should your expertise not refer to eCommerce and it stays strictly within the realm of communication with customers and getting new leads that’s fine. Use it to improve customer experience. Use what you know to improve your business revenues and your customers’.
Become a problem solver
Your business can help your customers using your products better, more efficient so they can see the real value from you. When you help them solve the issues related to your products and services proactively you improve customer experience manifold.
How would you proactively help them? Keeping continuous communication with your customers knowing their current and underlying needs and issues.
You’d spot how the use of the products/services related to their operations. Consequently you could spot the problems before they happen. You keep your customers informed through digital news or other forms of publishing. They could be social media, emails, or regular texts over the mobile.
Customers will be prepared and appreciate your forward steps to improve customer experience for them and online at a much higher speed.
On top of proactively identifying possible issues, you may give your audience tips on how to use specific social media or show a new app on the mobile. They’d use the knowledge to either solve current problems or to spot new profitable opportunities.
Helping your customers means that you improve customer experience. There’s always something that you know and your customers don’t, even if you’re not only in the business of marketing. And when you are not sure, make a call or write an email to iQWeb Solutions experts.