E-commerce is booming, but are your customers happy?

The pandemic triggered a boom in e-commerce sales and it looks as if it’s here to stay. But with the rise of online sales, are you delivering the best side of your business AND most importantly what your customers want?

Over the course of the pandemic, 68% of customers experienced issues with online ordering and the delivery service. So what’s going wrong and what can be done to change this?

Well there appears to be three trends keeping customers happy and coming back for more:

Clear communication 

Communication is essential. Your customers want to know what’s going on before, during and after they’ve made a purchase. Ensuring your website is up to date, making sure regular emails are going out, and offering regular satisfaction surveys, all play their part in building your business.

Reviews & feedback

A big part of making a purchase is checking previous reviews, and whether the brand or website they are buying from is trustworthy. You need to regularly check the reviews on your website and Trustpilot, as your score is important. And if an issue does arise, it’s an opportunity to review it and make a change.

Sustainability 

Meeting environmental obligations and being able to offer sustainable options is important to many customers. 77% of businesses are now considering the impact of their services to the environment, but are you? Whether it’s reducing transportation miles, using more efficient technology or presenting delivery options with lower environmental impacts, every little helps.

The question is, will the e-commerce boom be sustained?

And the answer is yes. So now is the time to deliver what your customers need and shape your business into one people can trust.

If you need support creating a clear brand and marketing strategy, get in touch with our team today.