You’ve found a niche market and you’re ready to get your new online empire up and running. But when it comes to eCommerce there are a number of do’s and don’ts; put a foot wrong and your new business could be over quicker than you can say ‘bust’.
At RT Page we’ve worked with a host of eCommerce businesses and love the buzz of an exciting new venture becoming a huge success. But we’ve also witnessed some of the pitfalls they’ve experienced on their way to the top. Here’s the Top 5 pitfalls we’ve come across over the years to help you avoid making the same mistakes:
1. Not optimising all of your outlets
Shoppers are savvier now than ever before. With the range of online outlets available many will carry out extensive research online to find the best price, and many more will search for a cheeky discount or offer. Get your knowledge of Search Engine Optimisation (SEO) up to scratch – find out what people are searching for with Google’s Keyword Tool to ensure you’re optimising your product titles, keywords and descriptions for maximum exposure.
2. Avoiding social customer services
Smaller businesses shy away from social media channels and using them as customer service tools for fear of negative feedback. Flip that opinion on its head; social media provides you with a completely transparent way to deal with customers’ queries – both the good and bad. Prospective clients will be able to see that you’re actively engaged with customers and that you’re committed to providing the best service possible to your current clients, building trust in your business and securing new sales.
3. Thinking customer services covers Mon – Fri
Put yourself in your customers’ shoes – does your shopping experience end with the working day or the working week? Chances are the answer is no – in fact customers are more likely to send their queries outside of working hours. Always keep your customers and their likely lifestyles and habits in mind.
4. Unclear returns policy
Are you up-to-date on returns policies from Trading Standards, and does your policy meet with consumer rights? Having a clear and legal returns policy will cover your back and save a lot of time and money for both you and your customers.
5. Ignoring customer feedback
Feedback and criticism isn’t there to be ignored. If a customer has taken the time to send you feedback, whether that be positive or negative, don’t let their opinions fall by the wayside. Learn, grow and adapt from feedback on your services, chances are they’ll be impressed you’ve taken their comments onboard and made changes to suit them which could result in you retaining their custom.