The Business of Busy Customers: How to Align Your Business to Keep Them Happy
As a business owner, you know a thing or two about being busy. Your customers lead busy lives too, and when you add in their personal responsibilities, such as family, school, and miscellaneous obligations, it doesn’t leave them with a lot of time to shop, whether that be B2C or B2B. This is why so many consumers shop online, and it is up to you to make their experience quick and seamless.
Your Website Says It All
Don’t underestimate the importance of your website. According to research cited by Lyfe Marketing, 88 percent of consumers will research a product or service before purchasing online or visiting a store. Your website is where you build credibility and provide 24/7 accessibility. Customers can make purchases long after you’ve clocked out, making it easy for them to shop whenever free time pops up. Make the most of their time by ensuring it is user-friendly. Simplify navigation with drop-down menus, working links, and a search bar. Most importantly, make sure the website is accessible on all platforms, including cell phones, tablets, and desktop computers.
Consider Drop Shipping to Expand Your Reach
Drop shipping is a term you might not be familiar with but should be. Volusion defines it as “a practice of order fulfillment where a manufacturer/distributor ships a product to a consumer on behalf of the retailer.” In doing so, you can quickly change up your products based on trends, since new products aren’t expensive or difficult to launch, increasing your response time to customer feedback and giving them what they want quickly. You can also provide a lower volume of niche products alongside your best sellers to reach your target audience. To get an idea of the types of products that work best with drop shipping, check out this tool from Oberlo.
Speed Up Your Response Time
Eighty-two percent – that’s the number of consumers who expect an immediate response to sales and marketing questions, according to statistics provided by Small Business Trends. What’s more is 90 percent consider response time very important as it pertains to customer service; any longer than 10 minutes, and their patience starts to wear thin. How can you improve your response time? Determine a reasonable response time and stick to it. Designate a customer relations team to stay on top of inquiries. Make reaching you easy via live chat, email, social media, phone, text, etc. If you notice the same questions popping up, put together a helpful FAQ page on your website.
Utilize Social Media
Customers lead busy lives, and social media is a quick and easy way for them to stay updated, connect with others, and as it pertains to you, shop. More consumers are beginning to use social media channels such as Facebook, Twitter, LinkedIn, and Instagram to contact and research companies, because it is more convenient for them. Plus, with social media notifications that alert you as soon as you receive a message, consumers see this as the easiest way to get the fastest response. To better understand how to use social media for customer service, read this helpful guide courtesy of FreshSparks.
You’re super busy, but your customers are too. Make the most of their time by creating a user-friendly website, quickly adapting to trends via drop shipping, speeding up your response time, and using social media to provide another layer of customer service. In doing so, you add to the overall customer experience, landing repeat customers, glowing reviews, and a visible dedication to customer service.
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