Wednesday, July 17, 2019
Customer satisfaction at the heart of your e-commerce site's growth
Over the past few years, customer satisfaction and e-commerce satisfaction surveys have become the number 1 objective for many companies, particularly e-commerce businesses. Indeed, it has been shown that a satisfied customer is a customer who conveys a good image of the brand and continues to consume the product or services offered.
In a hyper-competitive world, the use of CRM software is an obvious and natural way to focus on customer satisfaction and continue to develop e-commerce.
Customer satisfaction to keep customers
As we've just said, a satisfied customer is a returning customer. Indeed, if the product meets the customer's expectations, he'll have every reason in the world to come and buy here again. They'll already know about the quality of the product, and will be able to find it easily.
To complete the product's action, comes the associated service. This is often under-exploited, as it is considered to have little impact on the final decision-making process. However, if a product arrives at an e-commerce store in poor condition, and the delivery service is faulty, the customer will easily be disappointed with the brand, and criteria other than the product and its motivations, such as price or design, will be called into question.
So, with a service linked to a quality purchase, customers will be ready to pay for a good and an experience they define as unique.
Based on customer feedback, the e-commerce company will no longer be in a position to set up a customer satisfaction survey in order to correct the dissatisfaction factors of its current customers and thus strengthen their attachment to the brand. These changes will also make it easier to increase the number of customers.
Increase your consumer base through customer feedback
Exploiting customer feedback following a survey can significantly and sustainably increase your customer base, and with the proliferation of customer feedback sites and exhibition forums, the Internet is full of consumer opinions enabling you to improve your services. However, this database is too large and requires a minimum of data processing and analysis. SatisFactory therefore offers feedback management solutions following a customer satisfaction survey to tap into this goldmine of information and data, whatever the source.
In this way, you'll discover the specific needs of your consumers, enabling you to better understand your target audience and thus improve your brand image. By paying more attention to your customers' well-being and shopping experience, you'll be rewarded with loyalty and positive feedback from your new customers. SatisFactory's teams know how to conduct a satisfaction survey to provide you with all the information you need to grow your business.
Interested in our customer satisfaction measurement services? Contact us today at contact@satisfactory.fr.
