The ease of online shopping has created a warm, comfortable place for most consumers. Thanks to the increasing growth of e-commerce, everything you need is only a few clicks away. As this new normal settles in, Philipp Ryppa and Ian Northmark caution brands against making avoidable mistakes that might put consumers off.
According to Ryppa, shopping is now less about the purchase and more about the experience. A consumer’s interaction with a brand determines their loyalty and commitment to the brand. As Northmark puts it, shopping is about customer service before the purchase. While many businesses are stepping up their customer service efforts, Northmark and Ryppa have observed that some companies drop the ball on this crucial factor. Therefore, here are three Philipp Ryppa and Ian Northmark approved ways to deliver customer delight
- Improve your response times
The modern consumer is not very patient. Ian Northmark says customers expect responses almost immediately, and if they don’t get this with you, they shift to the next brand within minutes. Philipp Ryppa adds that speed is what pulls clients to brands. The average response time has been 12 hours for most businesses; however, with the growth of social media as a marketing tool for businesses, these times should shrink down to an hour. Philipp Ryppa and Ian Northmark state that responding to consumers as quickly as possible makes all the difference.
- Understand your customers
Consumers today thrive on interaction with the brands they use. They want to associate with brands that know their needs and wants at all times. Personalization is an attractive look on businesses for modern consumers, says Northmark. Ryppa adds that little things, such as remembering a customer’s name, previous conversation, or minor details, can make customers feel appreciated and heard. Therefore, start by understanding who your customers are, what they want and need, and work on delivering this in a personalized way.
- Listen to your customers
Customer feedback is extremely valuable to the growth of any business. Northmark says that even negative feedback is crucial; it helps you understand where you need to focus your changes. Ryppa explains that listening to customers brings you closer to them and goes a long way in establishing lasting relations between you and the consumer. Ian Northmark adds that listening to your customers doesn’t just mean taking their suggestions and sitting on them; you need to enact those changes to keep your customers happy and interested in your brand.
The customer is king, and as an entrepreneur, you are at their beck and call. Excellent customer service is the best way to keep your customers loyal to your brand. Following Ian Northmark and Philipp Ryppa’s advice, you can delight your customers.
Members of the editorial and news staff of the Daily Caller were not involved in the creation of this content.