5 Insights for Improving Your Customer Experience

With the hustle and bustle of running an online business, it can be easy to lose sight of the people that keep your store up and running: your customers. Here are some handy pieces of advice to make shoppers happy...and keep them coming back for more sales.

1. Get thankful

It might be impossible to thank every customer you get an order from, and even personally reaching out to a select few may seem like a time-consuming task. But shoppers – especially the ones giving you repeat business – love just a little bit of thanks for their loyalty. Take the time to include a handwritten note in some of the packages you send off, or slip in a coupon for free shipping (or whatever you’d like) on their next order. Not only will this make your customers feel appreciated, but it’s certain to have them returning to your site for future sales.

2. Actually listen

Once your business reaches a certain size, you’re bound to get some feedback from customers…and all of it might not be great. Some critical feedback may just be folks letting off steam, but there’s also going to be a lot you can learn from. Unfortunately, not all change is easy. Making customers happy might mean overhauling your site layout, or taking new product photos. But as long as you listen to what your customers are asking for, you’re sure to only improve business.

It may not feel great to hear customer criticisms of your store, but keep an open mind.

3. Stay humble

You’ve put a lot of hard work into your business, and it’s safe to say that you know its strengths and weaknesses best. It can be hard to not only hear negative feedback, but to also use it to make changes. It may not feel great to hear customer criticisms of your store, but keep an open mind and know when it’s necessary to put your pride aside and make some changes.

4. Make response time a priority

Life can get crazy when you’re running your own business, and your inbox is likely already filled with non-customer-related fires that need to be put out. It can be easy to overlook customer feedback or inquiries, or to put them off indefinitely. Carve out set times in your schedule each week to sit down and have a look at all customer questions or requests for assistance. Treat this time as a meeting you cannot miss. This will help you keep your finger on the pulse of your customer needs, and enable you to handle their questions and problems promptly.

Take some time each month to examine your store from the front end and make sure that everything is running smoothly.

5. Regularly navigate your site through customers’ eyes.

With all the work you do behind the scenes, it can be easy to forget that your customers have a completely different kind of experience on your website. Take some time each month to examine your store from the front end and make sure that everything is running smoothly. Not all customers are going to contact you with minor-yet-glaring problems, and interacting with your site from their standpoint will help you spot any issues you may have missed.

Have any advice for improving customer experience? Let us know in the comments!