- Won’t have time to stew over how annoyed they are about the issue.
- Will feel both heard and valued.
- Will be unafraid to make another order as the perceived risk is low.
- Will likely tell their friends about the positive experience they’ve had.
Creating eCommerce experiences that are good is one thing, but how do you create a great eCommerce experience for your shoppers. We take a look at what some of the top brands are doing that sets them apart from the competition so that you can consider these tactics for your brand. Branding Relationships not Brand Awareness With Generation Y being the most powerful group of consumers ($170 billion in buying power per year) it’s important that brands work to build relationships with customers that Millennial buyers crave. Nordstrom has done an exceptional job of thrilling their customers and building brand relationships. They don’t carry anything special that other department stores don’t offer, but they’re known for their outstanding customer service. As a result, ask any female about their shopping experiences with Nordstrom and they’re likely to have rave reviews to share. Their buyers come back time and time again because the experience was a pleasure and not a pain. Real-Time engagement This goes back to building relationships. The current generation of buyers wants more than just instant gratification, they also want timely communication with the brands they are spending money with. At home meal-plan delivery service Hello Fresh is great about getting back to customers as soon as possible. As a customer of theirs, if I sent an email with an issue about a delivery, I would receive a response within minutes and always had a good resolution offered to me, usually in the form of a partial refund. This timely response with meaningful resolution means that customers: