Improve Your Dropshipping Customer Experience With These Incredible 7 Tips!

Improve Your Dropshipping Customer Experience With These Incredible 7 Tips!

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Learn How the Industry Leaders Stay on top 

If you want to be on top of the game you need to help your customers in any way possible. Many in online businesses fail to realize this. They focus only on the short-term gain. 

One of the most important aspects of business is the customer. Even more, your relationship with your customers. The better you are towards them, the better they will be towards you. Online sellers like drop shippers often forget about this. And that can be detrimental to their success. 

What is Dropshipping

Dropshipping is a term that got popularized recently. It gained popularity in recent years and now you can hear about it even in the mainstream media. But what is it?

Improve Your Dropshipping Customer Experience With These Incredible 7 Tips!

Dropshipping is a sales method. It sells products to customers like any other method. The thing that differentiates it is where the product comes from. Most sellers have stock that they ship from. Dropshippers don’t. They have agreements with the producers of said goods. They ship the products from the factory to the customer. [1]

This saves a bunch of money and lowers the risk of the seller. But it also detaches the seller from the customer. That’s why dropshipping experts have to pay extra attention to their customer experience. One small mistake and you lost a customer for life. 

Why Customer Experience is Important

Remember the last time you had a great customer experience? Probably, not. But you do remember the awful experience you had years ago! 

Happy customers are loyal customers [2]. Unhappy ones won’t go anywhere near your brand. 

A good customer experience (CX) has a bunch of benefits [3]:

  • Customer loyalty
  • Customer satisfaction
  • Word-of-mouth marketing 
  • Positive reviews and recommendations 

CEOs may also deny the significance of customer experience. Sometimes bad budgeting also leaves them with no funds to step up their CX game. It has also been proven that Customer experience does not increase on its own.  Not until it becomes the top priority for the company. This research got published by the Harvard Business Review.[4]

dropshipping negatives

A lot of things can go wrong that will cause bad CX. Some of the common issues responsible for bad CX are:

  • Long waiting/response time
  • Employees that are not trained enough
  • Unresolved issues and questions
  • Too much automation
  • Non-personalized service
  • Rude/angry employees
  • Bad reviews

Real Examples

I’m sure everyone has his own list of worst experiences online. These are some of the most famous ones that prove that even big brands can mess this up. 

  • Craigslist.com – Have you seen the website recently? It looks straight out of the early internet days. While it is not that hard to use, the design itself is so off-putting. It looks like some poor attempt at a scam website. 
  • Berkshirehathaway.com – Can you believe this? This is the official website for a company that owns over $700 billion worth of assets? The user experience is horrible. Try finding anything on there, impossible!
  • Amazon.com – The biggest seller online also has a UX that could improve a bit. While not horrible, some things often don’t show up. Sometimes it is hard to judge the product by the images provided and the reviews are fake. All of these contribute to a non-perfect UX

Closer to the audience reading this are Shopify stores. Here the mistakes are often far bigger and more impactful as they don’t have any name backing them up [6]. 

  • theFamilyPup.com This store is all about your dog and everything you could need for him. While the content is okay they have a big issue. They use review starts on their products, even if most of them have no reviews at all. People might assume that your things aren’t selling at all and that your store might be a scam. Only use review stars if people review it!
Improve Your Dropshipping Customer Experience With These Incredible 7 Tips!
  • theMammaShop.com This store focuses on bags for children and things you might need for your kids. It had some glaring issues before but most aren’t a problem anymore. Currently, the biggest flaw is that the descriptions are not that great. Customers might be put off by their lackluster description. Also, no reviews are possible on the website. 

Some key stats that you should refer to:

  • 96% of customers say customer service is important in their choice of loyalty to a brand.
  • Brands with superior customer experience make more money. They bring in 5.7 times more revenue than competitors that lag in customer experience.
Improve Your Dropshipping Customer Experience With These Incredible 7 Tips!
  • 73% of consumers say a good experience is key in influencing their brand loyalties.
  • Customers switching companies due to poor service costs U.S. companies a total of $1.6 trillion.
  • Loyal customers are five times more likely to buy again. They are also four times more likely to refer a friend to the company. [6]
Improve Your Dropshipping Customer Experience With These Incredible 7 Tips!

What You Can Do To Improve Customer Experience

Some dropshipping businesses realized the importance of their CX. Here is an example of how companies match their online and offline stores CX-wise. 

Amy Matthew from Qubole was the first to talk about this. She addressed the importance of the customer experience. She focused on aligning online customer experiences with offline experiences. One of the greatest examples of this happened recently. Major British retailer, Mark Spencers decided to mimic their offline shopping experience. Then they have reproduced it for their online presence.  This helped customers experience a feeling of ‘familiarity’. It helped boost online sales and conversions. This was a great example of how to do it. 

So how should you improve your customer experience? Here are a few tips that will help you!

Improve Your Emails

Automatic emails are some of the most important copies that you will ever write. If you get them right, people will think you sent each email yourself. That personal touch is hard to replicate and people love the real deal. Write a couple of “thank you” emails and a couple of newsletters/updates. Don’t send them all the time, use them sparingly as you don’t want to spam your customers. Write them with some spirit and humor, and always leave your signature! [7]

Improve Your Dropshipping Customer Experience With These Incredible 7 Tips!

Provide Service

Customer support is important. While the classic approach to this is 24/7 phone and email lines, these aren’t the best. Research showed that over 70% of customers prefer to solve their problems. Nobody likes calling some hotline or writing long-worded emails. [7]

Make a great Q&A page and a great support page. These should have some common issues and problems addressed and explained. Create video explanations for that extra service. You will see, nobody will call or email you. They would all much rather solve it themselves!

Be Transparent About Shipping Times

A common mistake store owners make is to say that shipping times are less than they are. If you say shipping time is 2-3 days, and the product arrives in 10 days, you have a problem. The customer will think they are being scammed. That you lie and that something is wrong with their product. 

The solution is easy. Be honest! If it takes 30 days, say it takes that long. Don’t lie, it won’t get you anywhere.

Read and moderate comments on Facebook

Facebook is important. If you have a page there you know that people love leaving comments and suggestions there. Take these suggestions into consideration. Read them and group them. If you find that some suggestions are common, give your best to put them in place. 

Improve Your Dropshipping Customer Experience With These Incredible 7 Tips!

Answer questions they might have. But look out, Facebook can be tricky at times. Competitors and internet trolls love spamming your pages with fake comments and profanities. These aren’t real customers, they want to give you bad PR. Block and moderate these comments.

If you see an actual customer complaining, don’t delete their comment. Reply to them and try to resolve the issue. Like I said before, don’t lie, it won’t get you anywhere!

Survey your past customers for their opinions

Are your customers happy with the products they bought? You don’t know? Ask them! 

If they didn’t complain already, they are most likely satisfied with their buy. Try to get them to write a review or positive comment about their experience. This will influence others when they visit your page. Offer incentives like some small discounts and you will see the reviews come in!

Analyze reviews on Amazon to become better and sell better products

It is always better for your bottom line to learn from the mistakes of others. Luckily, today that’s pretty easy. Check amazon for similar products like yours and see the reviews and how the seller handles them. You will gain a feeling of what to do and how to respond. You will also see if people like these types of products. 

With enough research, you will find new and interesting products that you can sell too. And you will know how to respond to customers’ inquiries. 

Machine learning

Some more high-tech stores started implementing machine learning. With advanced AI models, they can better analyze CX and give valuable data. With this data, you can better optimize everything about their experience.

Research has shown that companies who implemented this showed financial growth. All in all, if you know-how and can afford it. Put in place some machine learning into your store. [8]

Key Takeaways

The key thing to remember here is that customer experience is important! With good CX your business will flourish. Without it, get ready for some losses. Use these tips to improve your business and rack up some sales! Always improve and never stop offering more! Good luck with your future endeavors. 

If you want 1 on 1 help with drop shipping and Facebook Ads, join iAmAffiliate online training community right here >>

References:

[1] https://www.shopify.com/blog/what-is-dropshipping
[2] https://blog.hubspot.com/service/what-is-customer-experience
[3] https://www.hotjar.com/customer-experience/
[4] https://hbr.org/2007/02/understanding-customer-experience
[5] https://dodropshipping.com/bad-dropshipping-store-examples/
[6] https://www.forbes.com/sites/blakemorgan/2019/09/24/50-stats-that-prove-the-value-of-customer-experience/?sh=610c31574ef2
[7] https://www.shopify.com/blog/13251973-creative-ways-to-improve-ecommerce-customer-experience-that-also-boost-loyalty-and-sales
[8] https://blogs.sas.com/content/hiddeninsights/2017/11/07/machine-learning-improve-contact-centre-effectiveness/

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How to Map Your Customer Journey and Acquire New Customers Profitably

How to Map Your Customer Journey and Acquire New Customers Profitably

Ecommerce sales grew 14.9% from 2018 to 2019. Based on those numbers, the expectation for 2020 ecommerce sales was around $691.4 billion. 

 

What really happened? Klaviyo called it that ecommerce sales would grow 85% and hit $1.1 TRILLION. 

 

On the surface, it could seem like massive ecommerce growth is going to be good for all ecommerce businesses. 

 

But the problem is that this resulted in more competition for all online stores. And customer acquisition is more expensive than ever. 

 

So how do you beat the competition and acquire customers profitably? By following Merchant Mastery’s playbook for accelerating year-over-year sales.
 

When it comes to acquiring new customers profitably, the most important thing to understand is that the Ascend stage is your number-one profit opportunity. 

 

So what is the Ascend stage?

Part 1: The Customer Value Journey

Adapted from DigitalMarketer’s original Customer Value Journey, Merchant Mastery’s founder and CEO Scott Cunningham breaks down the customer journey like this.

 

CVJ

1. Aware
The customer discovers you can get them from a pain state to a gain state.

2. Engage
The customer gets a deeper sense of trust and familiarity with your brand.

3. Subscribe
The customer is interested in continuing the conversation.

4. Convert
The customer commits to giving the relationship a try.

5. Excite
The customer experiences value and becomes a believer.

6. Ascend
The customer purchases more products that complete transformation.

7. Advocate
The customer vouches for you on your behalf.

8. Promote
The customer tells friends and family how you delivered their transformation.
 

And that sounds GREAT in terms of marketing theory, but how does that break down into tangible ecommerce tactics? What is your profitability as you advance the customer through their journey?

PART 2: PROFITABILITY 
 

1. Aware 
The customer discovers you can get them from a pain state to a gain state.

  • Use Facebook, Instagram, Google, YouTube Ads, and Affiliate marketing to build this awareness. Lean into their pain state in your ads and tease what’s possible with the transformation your product offers. 

  • ❌ As a brand, you’re not going to be profitable at this stage. 
     

2. Engage 
The customer gets a deeper sense of trust and familiarity with your brand.

  • Develop a compelling product page, presell page, and retargeting pixel + ads that validate your authority and remind the customer the value you can provide. 

  • ❌ Like with the Aware stage, you’re still spending to get the customer to the Convert stage.
     

3. Subscribe
The customer is interested in continuing the conversation.

  • Use an “always on” opt-in to access offer (ex. 20% off your first purchase when you sign up for our newsletter). Implement pre-purchase and abandoned cart flows to keep the conversation going. 

  • ❌ The customer hasn’t invested yet, so you’re still spending to advance them through the journey.
     

4. Convert
The customer commits to giving the relationship a try.

  • Have a front-end offer (that would be silly to pass up on) and offers to increase AOV so your customer’s first commitment feels like a safe one. 

  • ▶️When customers start buying for the very first time, you start to offset the advertising investment that you’ve made in them.
     

5. Excite
The customer experiences value and becomes a believer.

  • Use a post-purchase upsell by confirming their order and asking if they want to add anything to their cart! When they receive the product, they get the “White Glove” treatment. They love unpacking it and fall in love with the product before they use it. 

  • ▶️ As a brand, the goal here is to break even.
     

6. Ascend
The customer purchases more products that complete transformation.

  • This is all about Customer Lifetime Value. Invite them to join your loyalty programs, send broadcast emails and “hot ads” to make sure they continue to enjoy your product more.

  •  ✅ ✅ ✅ Finally, this is your real profit opportunity. This is when you can resell to those customers again and again throughout a lifetime and start to earn better margins. There’s no more customer acquisition costs when you sell to a customer who has already bought from you.
     

7. Advocate
The customer vouches for you on your behalf.

  • Set up automated flows that collect testimonials from your best customers. 

  •  ✅ These testimonials lead to more customers trusting you and buying from you for the first time.
     

8. Promote
The customer tells friends and family how you delivered their transformation.

  • Invite your customer to share friends and family discount codes, referral bonuses, or prizes for sharing on social!

  •  ✅ They’re sending you more referrals, more leads, and everyone is happy.
     

Part 2:  The Offer Strategies

 

Here’s the thing. You want to grow your online store profitably and sustainably. But the reality is, at the bottom three stages, you’re not making any money. You’re just spending in order to get them to the Convert stage. 

 

So if you want to acquire customers profitably, you need to think about your front and offer. Scott calls these the “Always on” offers.

 

In general, your “Always on” offers have two goals. 

#1 Always Grow Your Email List

 

#2 Always Get the First Time Purchase

 

Here are some examples of different types of “Always on” offers:

  • “Just Pay the Shipping!”

  • Free Gift with Purchase

  • Spin to Win

  • Free Shipping Threshold (ex. Free shipping on all orders over $30)

  • Welcome Discount (ex. Take 10% off your order when you join our newsletter)

  • Exit Intent Cart Savers (10% off a $200 cart, 20% off a $500 cart, etc.)

 

Now that you’ve got your customers to convert with your “Always on” offers, you need to get your customer to the Ascend stage, where the profitability truly lies. 

 

And for that, you need to focus on two things:

 

#1 List Building and Email Strategy

#2 Scaling on Facebook

 

That’s exactly what Scott covers in this video, so you can automate your revenue-generating marketing and maximize your audience targeting. Check it out and implement their strategy for growing a sustainable, scalable online store.

Customer Experience Could Be The Reason Your Online Shoppers Aren’t Converting

Customer Experience Could Be The Reason Your Online Shoppers Aren’t Converting

All humans — including your customers — are emotional creatures.

That’s why it’s so important to make sure every interaction customers have with your company a memorable one — so memorable that they’ll want to recommend your business to a friend, family member, or colleague.

Download Now: Ecommerce Marketing Plan Template

That connection between your business and customers is exactly what customer experience is all about — providing the support that your customers seek throughout all stages of the buyer’s journey.

You can think of the whole customer journey as a (very important) and complete transaction between your brand and customer, — what happens throughout that transaction and the way your customers feel define the customer experience.

For instance, you visit your local ice cream shop; the waitress welcomes you with your name and immediately asks if you’d like your regular treat, a chocolate sundae with extra chocolate chips, or if you’d prefer to look at a menu.

Wouldn’t this personalized and positive experience make you want to continue returning to that ice cream shop? Sometimes it hardly matters how the food tastes — the unique and delightful customer experience is what keeps you going back.

This doesn’t just apply to brick-and-mortar stores either. For example, when a prospect visits your website, why would they want to stick around to learn about your products or what your brand stands for if they don’t feel valued, understood, and heard? In this case, it won’t matter how beautiful your site isor how well you’ve optimized your site — what matters is CX.

Understanding Customer Experience (CX): How to See the World Through Your Customer’s Eyes

There are a number of ways a customer may interact with your business. For example, when they visit your website, engage with your social posts, click on your ads, purchase your product or service, or provide feedback. Customer experience includes all of these interactions and more.

A recent study by Oracle reveals maximizing customer satisfaction across the buyer journey increases total customer satisfaction by 20%, and drives revenue growth by up to 15%.

You need to see the world through customer-colored glasses. Understand their challenges and needs. They want to be heard and expect quick responses and speedy reactions from your team members.

Focus on client-centricity — put your customers first by searching for opportunities to create products and services that resolve the challenges of your customers. You can also identify your best customers with smart segmentation. There are a lot of benefits of customer segmentation including a better understanding of your customer’s behaviors, interests, and pain points.

Here are some great examples of how brands are enhancing their customer experience.

  1. When Tony started Zappos (now a billion-dollar brand), he rewarded his team for spending long hours over the phone to create a splendid customer experience.
  2. Apple added a human element to their customer interaction by installing experts at the Genius bar.
  3. FedEx ensured a better customer experience by answering every customer support call on the first ring.

Now that you know what CX is, let’s take a moment to review what it is not.

Customer experience is not user experience (UX).

Customer experience and user experience are separate strategies businesses deploy to help them grow.

User experience is a subset of customer experience. It revolves around your products. It’s all about how your customers interact with your products and what experience they have with them. User experience is a blend of design and architecture, usability, functionality, user-hierarchy, and understanding.

Whereas customer experience is a summary of the complete customer journey map. It starts when a visitor hears about you and exists throughout every interaction with Sales,Marketing, Customer Service, as well as with the product you sell.

Next, let’s review the ways in which CX impacts your conversions and why you may not be seeing the impact you’re hoping for on your bottom line just yet — and don’t worry, we’ll work through some ways to resolve those challenges too.

5 Reasons Why Your Customer Experience is Not Converting Prospects (Yet)

  1. You don’t know your customers well.

The first reason for the low conversion rates is you don’t know who you are targeting. When you are not aware of your target audience, how would you guarantee their conversions?

How to fix it?

  • Determine what your customers want, where their interests lie, what they like, and other common characteristics — everything that helps you reach your audience. (Make buyer personas to help you with this.)
  • Run customer surveys and polls; they are the best way to collect customer information. The feedback you receive from there is filtered and gives you a quick view of your user requirements.
  • Analyze your customers’ behavior with marketing analytics with HubSpot CRM.
hubspot analytics tools and CRM

Source

  • Segment your buyers based on their buying frequency, recency, and monetary metrics (RFM segmentation).
  • Filter your best customers by separating them into categories with HubSpot’s Smart Lists, and send personalized emails to them.

2. Your products are not grabbing your user’s attention.

It’s an age-old saying that the first impression is the last impression. It’s very critical that the visitor’s first impression on viewing your products and your website as a whole is a pleasant one.

The buying decision of the vast majority of your website visitors is impacted by this first impression. If your products are visually appealing, the visitor is bound to take more interest and there is a good chance of conversion.

How to fix it?

When it comes to your eCommerce store, it’s important to keep in mind that your customers are buying products without necessarily ever having the ability to test them out and/or feel them first. So, you need to create an environment where they can make easy purchasing decisions that are virtual from start to finish.

There are a variety of ways through which you can enhance the customer experience and boost conversions.

  • Use high-quality photographs and captivating videos to showcase your product and tell stories about your brand and product or service.
  • Keep your products organized on your website and implement easy-to-use navigation.
  • Leading fashion brands like L’oreal and Rayban allow users to try virtual makeover tools and provide a 360-degree view of their products. Such innovative leaps in presenting online products help these brands to stand out from others and attract huge audiences.

loreal virtual makeover great digital customer experience example

Source

  • Use augmented reality (AR) — this is a popular trend in the beauty and fashion industries because customers can try your products on virtually (e.g. a pair of sunglasses).
  • Create an omnichannel experience for your online shoppers by augmenting product visualization.
  • Be clear about your pricing strategy. According to Quicksprout, 56% of shoppers abandon their carts at checkout because of unexpected costs.

3. Your website isn’t ready for shoppers.

Did you know that 38% of people will stop engaging with a website if the content or layout is unattractive?

Also, 75% of consumers admit to making judgements on a company’s credibility based on the company’s website design.

If you are experiencing a solid amount of traffic but few conversions and a high bounce rate, your website design likely has issues.

How to fix it?

  • If your website is suffering from low traffic, that may be because your audience isn’t getting what they are looking for. Make sure you are keeping everything on your website accessible for your users.
  • Secondly, when a user visits your website, try to enhance the hero section (the header part) as beautiful, clean, and direct as possible. This section can contain your product, service, and offers too.
  • Add clear call-to-actions (CTAs) throughout your webpage. Add a “view cart” option as well to heighten the chances of successful checkouts.
  • Keep your website design conversion-focused. Put your menu bars (in the header and footer) organized. This will allow your users to navigate to find their goals quickly.
  • Statista says there will be a total of 4.78 billion smartphone users in 2020. So if your website isn’t mobile-optimized, then you may lose conversions.
  • Capitalize on your social media — use it to help you boost your top-performing content such as blog posts, customer reviews, and testimonials. Respond to feedback and answer customer questions through social media, too.

4. You’re unable to win your customer’s trust.

One reason for lower conversion rates is that you are incapable of winning your customer’s trust.

81% of online shoppers feel concerned when shopping on a website with which they are not familiar. Trust cannot be forced; let’s see how you can win your customers’ trust naturally without a push.

How to fix it?

  • Choose the right trust seal to improve security on your websites. Trust seals verify your website to be legal and lawful.
  • Add customer reviews to your website to increase the chances of conversions and enhance your customer experience. According to BrightLocal, the average consumer reads 10 reviews before feeling able to trust a business.
  • Be socially active, entertain, communicate, engage, educate, and run campaigns around your brand. Be real and stick to your niche and brand values.
  • Engage your customers and earn their trust by establishing excellent communication practices.
  • Add high-converting and relevant CTAs to your website above the fold. Use phrases and words like Learn More, Shop Now, Download, Sign-up, and Book Now.

5. You have not planned your customer onboarding.

Remember, there are two kinds of customer onboarding: on-site, and off-site. The fundamental difference between on-site and off-site onboarding is that, when a shopper lands on your website, it means they’re looking for your products or services. In off-site, the customer has already been introduced to your products and services, before he/she needs them.

How to fix it?

  • Offer a real-time product demo for your audience to help them explore your product and it’s features quickly. According to Wyzowl, 84% of people say that they’ve been convinced to buy a product or service by watching a brand’s video. Video demos impact purchasing decisions significantly and boost engagement as well.
  • For a frictionless customer experience, it is crucial how you handle users who leave your website or intend to leave it.
    • Use an immediate exit-intent pop-up.
    • Set up an email marketing campaign and select time-slots to send interactive abandoned cart emails to lost users.
    • Keep your cart visible to users.
  • Use retargeting or remarketing ads to target users who have visited your website before.
  • Be different — offer a dynamic free trial period for your products and services. Then, a user can extend the trial period and if they choose to. This provides a sense of flexibility and freedom for users.

Remember: Customers are humans, not your contact to close in the CRM.

Customer experience brings your customers closer to your brand. Humanize your brand and design, and analyze your customer journey map.

Light up your brand with a customer-centric approach and capture your shopper’s attention using the strategies mentioned above. For more information, check out the latest customer experience statistics & trends 2020 here.

Author Bio: Himanshu Rauthan is an entrepreneur and co-founder at MakeWebBetter, an eCommerce digital marketing agency, HubSpot Premier Integration and Gold Solutions Partner. He is a digital marketing and inbound expert, passionate about building and scaling eCommerce customer experiences.

HubSpot marketing teams reserves the right to use guest blog author’s likeness across our content as we see fit, including but not limited to HubSpot’s social media channels.

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