The general perception regarding e-commerce sites is as follows:
Set Up the Site > Advertise > Customer Comes > Make a Sale > Earn Money > Customer Comes Again > Earn More.
How easy it was while writing and reading, wasn't it? We set up the site, advertised as much as our budget allowed, and the customer came. Super up to this point, but what about the sale? If the incoming customers (or let's call them visitors since they are not customers yet) are not placing orders, we can say that we have already drawn the picture that we made a mistake right at the beginning.
So what needs to be done? I always ask the following questions to the companies I will work with:
1. Why should visitors, who can find the same products in many places, shop from you?
2. Within what time interval do your customers place their 2nd order after placing an order?
3. If your customers do not place an order for the 2nd time, why?
Company owners should actually ask these questions to themselves as well. I think that the more questions a person asks themselves, the faster success comes. (There is no such saying, I made it up.) Come on now, let's leave the fun aside and answer these questions.
1. Why Should Visitors, Who Can Find the Same Products in Many Places, Shop from You?
Actually, I could have gathered all the other questions under this heading. However, the topic would get too scattered and boring. All transactions made for the sake of ensuring and even increasing customer satisfaction bring the visitors browsing your site a little closer to you. Of course, what I have written here always carries the value of a beginning or even a first step. Companies that know their sector and their customers can generate much better ideas, I am sure of that.
Quick Support
- Online support systems, which have become popular recently, are among the leading applications on this matter. People who can get an instant answer to their question become closer to buying the product as well.
- At the same time, replying to people who fill out a contact form quickly and trying to solve problems (I am not talking about saying we will take care of it) can be a feature that distinguishes you from other companies and makes you stand out.
- Phones exist to ring when people who want to reach you call. Do not leave them unanswered.
Being Able to Describe the Product
Additions such as extra descriptions about the product, a realistic photo showing it in its area of use, and a video will also increase the interest towards the product. It is beneficial especially for companies providing product supply via XML to take this matter into consideration.
Discount
Everything is not a discount, but if there is a discount above normal on a product, it is beneficial to state this as well. Of course, I am not saying write Dumping or Shock Discount for every product, but if you are going to sell a product that is 100 TL in the market for 80 TL for the first time, you should announce this too.
2. Within What Time Interval Do Your Customers Place Their 2nd Order After Placing an Order?
Although it varies sectorally, what I have seen in the reviews I carried out is that visitors who are satisfied with their first shopping do not like to wait much for the 2nd shopping. Generally, they realize 2 orders within 1 month. (Of course, this situation can change in some sectors. One of the best examples of this is the auto tire sector, for instance.)
So, what is the situation if you are not in sectors like this? Do your customers not do their 2nd shopping?
Remind Yourself
Your customer's mind might be confused enough and they might not remember the site they shopped from. Remind yourself to them by sending SMS or emails on special days or by sending newsletters.
Organize Surveys
Perhaps your customer was not satisfied with their first shopping and you have already solved this problem. Maybe your customer does not want to prefer you because they experienced problems with the cargo firm. Or you might be doing too much SPAM work. Send surveys to your customers in order to detect such issues.
Assuming that we gave the answers to the 2nd and 3rd questions at the same time, I am not returning to the 3rd question again.
To handle the topic briefly again, the way to create a loyal customer base always passes through taking steps that increase customer satisfaction. In other words, people must love your site.