E-commerce: listen to customers to improve your brand image

 

The holiday season is the perfect time for e-commerce merchants to improve their brand image and rank up in a rating system. This can be done by monitoring key indicators, listening to customers’ voice and aiming for a higher satisfaction rate.

One of the factors that must be on the top of your list is taking care of negative feedback and chargeback claims. These help brands identify the flaws within their operational processes and locate the negative factors that can affect a client’s purchasing decision. For instance, if you market your items on Amazon, important indicators are the A-to-Z Guarantee Claims.

However, just looking at these indicators is not enough. Customers express dissatisfaction when they experience an inadequate purchasing experience. A successful online merchant is going to look at the cause of the problem and find a solution. For instance, consumers can complain about the gap between expectation and real products. This points out to an issue with the visuals on the product listing page or on marketing materials. This is something that can be solved with accurate representation and written details. For example, merchants can point out that the size of an item in a picture on the e-commerce site is not accurate and they can list the actual measurements of the product.

Photo credit: kreatikar from Pixabay


Address the problems in operational processes

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