CEO of Amazon, Jeff Bezos started his most recent annual letter to shareowners by mentioning the results from the American Customer Satisfaction Index (ACSI) which measures the satisfaction of consumers across the US economy. ACSI recently announced that for the eighth year in a row Amazon ranked number One online retailer. Amazon also achieved a similar result in the UK.
Amazon’s impressive results suggest that in e-commerce today, customer satisfaction really matters.
“In his letter Jeff Bezos commented, People have a voracious appetite for a better way, and yesterday’s ‘wow’ quickly becomes today’s ‘ordinary’. I see that cycle of improvement happening at a faster rate than ever before. It may be because customers have such easy access to more information than ever before – in only a few seconds and with a couple taps on their phones, customers can read reviews, compare prices from multiple retailers, see whether something’s in stock, find out how fast it will ship or be available for pick-up, and more.”
Do you know what your customer does before buying your product?
After someone realises the need for your product a typical customer journey will include visiting your brand website to research product details, looking for reviews on different websites and asking friends or family, checking multiple retailers for pricing and stock availability and then perhaps buying your product on your website or one of your retailer’s websites.
But how do you know this is happening at all? Can you track it?
Every single step in this customer journey drives the customer further away from your product. They leave your website to take a look at competitor products and perhaps find a better price.
They might not decide to buy your product at all.
With all the work you do, all the money you invest in advertising, you end crossing your fingers and hoping customer buy your product. And even if they do – you might never know, because you cannot track the final purchase.
Sounds like a nightmare, right? We see this happening every day.
Improving customer satisfaction, adding WOW and taking care of today’s ORDINARY
At Hatch we provide Where to Buy solutions that can transform your website into a feature-rich e-commerce solution.
In a typical customer journey with Hatch Where to Buy solution, a customer will go to your website, there they will be able to find product reviews from trusted sources, compare price and stock availability at multiple retailers and buy from the retailer you trust and work with.
And the best part? You can track all of this.
The journey is simplified and faster. Everything the customer needs is in one place and on your website and is fully managed and controlled by you. And you’re able to track the whole journey using our reporting dashboard.
It’s a much simplified, customer-focused path to purchase. One that reassures the customer that they’ve read all the reviews, knows that they’re getting the best deal – an official product at a good price from a local retailer they know and trust.
Written by Skirmante Bikaite.