There are over 32 million small businesses in the United States. Many of these companies operate online, and it can be difficult to set an eCommerce business apart from its competition. One of the best ways you can do so is by properly managing customer expectations.

Let’s explore further how you can handle customer interactions and maximize their experience.


What Your Customers Will Expect


Whether they are aware of it or not, your customers will have a large number of expectations you need to meet. Otherwise, you run the risk of them choosing a competitor instead.

Listed below are some of the most notable.


Available Stock


You should never have a situation where your most popular items are out of stock. You can achieve this by anticipating customer needs and regularly restocking the items that seem to fly off the shelves.

You should also avoid advertising items that aren’t currently in stock. This will only lead to customer disappointment.


Intuitive Site Navigation


Your audience should have no trouble navigating through your website to find what they’re looking for.


There should be logic to the architecture of your site, meaning visitors can find products where they expect them to be. For instance, it wouldn’t make sense to have a single product page that includes all the products you offer.

They should be split into categories. The easier you make your site to use, the fewer conflicts you’ll have in the future. Always strive to keep your customer satisfied.


Freedom to Browse


One of the worst things you can do is harass a site visitor for their contact information before they even get a chance to browse your site. While it’s important to eventually collect this info, wait until the user has shown interest in making a purchase. You should also only collect relevant information from them.

For example, most people won’t have a problem giving out their email. Asking for their phone number, though, is a much different story. The last thing you want to do is deter them before they’ve had a chance to look around.


Easy Checkout Process


Minimize the number of steps in your checkout process. The more time it takes to complete, the greater chance your customers will abandon the process. Use forms that are sleek and easy to work with.


These forms should validate information as customers input their info as opposed to refreshing the page for validation. This will help keep users engaged and minimize those who abandon their carts.


Different Shipping Options


The number of shipping options you offer will go a long way when it comes to meeting customer expectations. You can’t assume that your users will always want to pay more money for faster shipping. Many customers have no problem waiting any longer to save extra cash.


People who often make online purchases are used to having a certain level of control over how the products are shipped. The more options you offer, the better.


Diverse Payment Methods


Offer a variety of payment methods when your customers check out.

It’s commonplace these days to offer options that allow people to purchase now and pay later. Other considerations include maximizing the number of card carriers you accept. When you offer a multitude of ways to purchase something, people are more likely to make that purchase.


Order/Shipping Confirmation


The last thing buyers want is to be left in the dark after they place an order.

Almost every buyer you encounter will expect a confirmation email once they have made a purchase. You should also provide tracking information that allows them to see where their order is during transit. You can take this a step further by providing the opportunity for them to opt into automatic updates.


An Easy Return Process


Unfortunately, there will be situations where your customers want to return the product they receive.


It may have arrived damaged; they may have received the wrong product, or they may simply decide they don’t need it anymore. Regardless of the reason, they should have no issue returning this product.



How to Handle Their Expectations


Meeting customer expectations is easier than it seems. A great way to get started is to frequently assess how usable your website is. Make required changes as soon as possible to keep the customer experience streamlined.

You should also highlight the most popular products or promotions you’re currently running. When it comes to delivery, consider offering free delivery to buyers who spend a certain amount. Doing so can be a great way to get people to add an extra item to their cart.

It’s also worth noting that you should appropriately manage your logistics. Doing so can help minimize items lost in transit and provide valuable insight into key analytics.

One of the best ways to achieve this is through using eCommerce logistics solutions. These can serve as a powerful resource to help you handle all of your company’s logistics needs. When making your decision, consider the reputation of the brand you choose.

Past customers should have overwhelmingly positive feedback to give. Check out their payment structure so that you have a good idea of what you’ll need to budget for. They should also offer ongoing support that you can take advantage of when you need it.


Never Neglect Customer Expectations


Consider the above info on how to appropriately manage customer expectations. This will go a long way when it comes to hitting your target performance metrics.


Get in touch with us today at ACI Logistix. Our professional team has the necessary tools and resources to connect you with the best solution.


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