![]() ![]() Purchases are often one-off, standalone buys which do not require any form of aftercare or follow-up though customer care can be a huge differentiator for your brand. After all, studies show we tend to buy with emotion and justify with facts. These customers tend to purchase with their heart, not their head. Clear direction throughout a buying journey is also important. ![]() Feeling safe, secure and informed throughout the process is essential. In these instances, pre-packaged shopping carts can work. Like B2B customers, they may require carefully pitched marketing in the run up to a buying decision, but once the conversion process begins, their needs remain relatively straightforward and predictable. The selling process for B2C customers is typically less labour-intensive. Here's a very quick rundown of some of the key considerations for each customer type. Understanding their mindsets and requirements is the key to accurately tailoring your eCommerce offering to fit the bill. Similar as they may seem, businesses and individual consumers purchase for radically different reasons and want to do business in completely different ways. The crucial differences between B2B and B2C eCommerce all come back to just one thing: The customer. With that in mind, let’s look a little closer at the adjustments needed to fit two very broad types of business into an eCommerce environment: B2Bs (Business to Business) and B2Cs (Business to Consumer). You wouldn't, for instance, try to squeeze a bakery into a premises intended as a pet shop without making some serious adjustments. This may be stating the blindingly obvious, but it's always surprising just how many aspiring online businesses believe they can shoehorn their business into a very basic eCommerce “shape”. How to reach personalization? Start by practicing these fundamental empathy tips in customer support.It all comes down to the fact that all businesses are different. This can only improve the quality and durability of the bond the customer will feel with your brand. To clarify, this means that on one hand, your customer is treated with the utmost care of their specific characteristics, and on the other hand, your representatives let more of their personality surface during the interaction. Of course, the ideal scenario is to aim for more personalisation on both sides of the line - a major customer service trends of 2019. Often, the average B2C customer will see support agents as faceless brand representatives - and that’s okay, as long as the job is done. Let’s be blunt, this relationship is as surface-level as they come. If your team delivers the right answer in one reply, this will significantly improve your first contact resolution (FCR) and can be a good indicator of overall customer satisfaction. For your business, that means having a trained support team to ensure each customer receives the solutions they need in a timely manner. ![]() Supporting individual customers requires providing lightning speed answers. ![]()
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