This course explains how good customer experience contributes to retention, sales and growth. It discusses the main causes of customer dissatisfaction like wrong expectations, product quality issues, and delivery delays. The document outlines how the online marketplace aims to ensure an integrated experience for customers across different touchpoints. It emphasizes the importance of sellers actively participating to improve the customer experience through things like pricing correctly, packaging properly, meeting delivery promises, and providing good service.
Ensuring a good product catalog is a necessity to improve a seller’s performance on e-marketplace. In this course you will learn how to make a good catalog.
Did you know return volumes can amount to 10% to 30% of your season’s sales? It's true! Fortunately, you can minimize the impact to your bottom line by learning how to properly manage your returns process.
Keep your customers coming back— despite returns—using the tips we'll share in our upcoming webinar.
Learn how to:
Turn returns into sales
Write a clear return policy that doesn't hurt your sales
Decide if free shipping is right for you
Prevent returns during the sales and shipping processes
Cash in on outstanding credits and gift certificates
Ensuring a good product catalog is a necessity to improve a seller’s performance on e-marketplace. In this course you will learn how to make a good catalog.
Did you know return volumes can amount to 10% to 30% of your season’s sales? It's true! Fortunately, you can minimize the impact to your bottom line by learning how to properly manage your returns process.
Keep your customers coming back— despite returns—using the tips we'll share in our upcoming webinar.
Learn how to:
Turn returns into sales
Write a clear return policy that doesn't hurt your sales
Decide if free shipping is right for you
Prevent returns during the sales and shipping processes
Cash in on outstanding credits and gift certificates
eCommerce Returns – The Most Important Things to Consideri95Dev
Returns leave a significant dent in the retailers balance sheet. In this blog, we discuss the important things to consider while managing eCommerce returns.
Keys for killer e-commerce conversion
We’ll teach you how to improve your store and make sure your shoppers are clicking Buy. Get tips on:
-Store design and layout
-Product descriptions
-Product reviews
-Videos
-Checkout flow
-And much more
Whether you’re just starting off in e-commerce or have been selling online for years, these valuable insights can help you sell more.
Customers Retention for eCommerce in Asia - Speech at eTailAsia eventMinz Minh Buii
How to keep your eCommerce & Retail customers happy and comming back?
Read more m-commerce insights at http://ecomeye.com - Southeast Asia eCommerce Insider!
Optimizely Summer School Class 3 - ConvertOptimizely
Full recording: http://optimize.ly/1HAYpCI
This is class 3 of our Optimizely Summer School. In this class presented by our Customer Success Manager Adam Levinson you will learn:
- How to set up goals that are relevant to business success
- How to set up powerful A/B tests that will convert visitors into customers
- Best practices on how use your Optimizely account and interpret results
This is class is relevant and helpful to everybody who works in:
Digital Marketing
Product Management
User Experience
Web Analytics
E-Commerce
Usability
Sign up here for all the remaining classes of this summer:
http://pages.optimizely.com/summer-school-2015.html
Sign up for an Optimizely account here: https://www.optimizely.com/
#optimizelyschool
Why Customer Lifetime Value matters in eCommerceValentin Radu
Where is eCommerce heading right now? It seems like the old formula of e-commerce growth is broken. Discover what are the metrics that already make a difference in eCommerce and will count in the future.
Expand your eCommerce horizons by joining our Customer Value Optimization course https://academy.omniconvert.com/courses/cvo-course
Some of your products affect your business more than you think. Find out how to optimize your product assortment.
Learn more about product optimization and how to apply it in any eCommerce store by signing up to our Customer Value Optimization course https://academy.omniconvert.com/courses/cvo-course
Do you want to segment customers by their purchase history and relevancy? Then, RFM segmentation is for you.
If you want to learn even more about the RFM segmentation, sign up for the Customer Value Optimization course https://academy.omniconvert.com/courses/cvo-course
This course will cover the basics of managing customer experience. It will explain why it is important for a seller to ensure good customer experience.
Customer Loyalty Comprehension
Meaning and definition of customer loyalty, Significance of Customer Loyalty, Customer Loyalty Ladder,
Loyalty Principles, Benefits of Customer Loyalty, Customer Loyalty and its relationship with customer
satisfaction, Customer retention and Brand Loyalty, Factors affecting customer loyalty formation, Rai-Srivastava model of customer loyalty formation, Drivers of Customer Loyalty.
eCommerce Returns – The Most Important Things to Consideri95Dev
Returns leave a significant dent in the retailers balance sheet. In this blog, we discuss the important things to consider while managing eCommerce returns.
Keys for killer e-commerce conversion
We’ll teach you how to improve your store and make sure your shoppers are clicking Buy. Get tips on:
-Store design and layout
-Product descriptions
-Product reviews
-Videos
-Checkout flow
-And much more
Whether you’re just starting off in e-commerce or have been selling online for years, these valuable insights can help you sell more.
Customers Retention for eCommerce in Asia - Speech at eTailAsia eventMinz Minh Buii
How to keep your eCommerce & Retail customers happy and comming back?
Read more m-commerce insights at http://ecomeye.com - Southeast Asia eCommerce Insider!
Optimizely Summer School Class 3 - ConvertOptimizely
Full recording: http://optimize.ly/1HAYpCI
This is class 3 of our Optimizely Summer School. In this class presented by our Customer Success Manager Adam Levinson you will learn:
- How to set up goals that are relevant to business success
- How to set up powerful A/B tests that will convert visitors into customers
- Best practices on how use your Optimizely account and interpret results
This is class is relevant and helpful to everybody who works in:
Digital Marketing
Product Management
User Experience
Web Analytics
E-Commerce
Usability
Sign up here for all the remaining classes of this summer:
http://pages.optimizely.com/summer-school-2015.html
Sign up for an Optimizely account here: https://www.optimizely.com/
#optimizelyschool
Why Customer Lifetime Value matters in eCommerceValentin Radu
Where is eCommerce heading right now? It seems like the old formula of e-commerce growth is broken. Discover what are the metrics that already make a difference in eCommerce and will count in the future.
Expand your eCommerce horizons by joining our Customer Value Optimization course https://academy.omniconvert.com/courses/cvo-course
Some of your products affect your business more than you think. Find out how to optimize your product assortment.
Learn more about product optimization and how to apply it in any eCommerce store by signing up to our Customer Value Optimization course https://academy.omniconvert.com/courses/cvo-course
Do you want to segment customers by their purchase history and relevancy? Then, RFM segmentation is for you.
If you want to learn even more about the RFM segmentation, sign up for the Customer Value Optimization course https://academy.omniconvert.com/courses/cvo-course
This course will cover the basics of managing customer experience. It will explain why it is important for a seller to ensure good customer experience.
Customer Loyalty Comprehension
Meaning and definition of customer loyalty, Significance of Customer Loyalty, Customer Loyalty Ladder,
Loyalty Principles, Benefits of Customer Loyalty, Customer Loyalty and its relationship with customer
satisfaction, Customer retention and Brand Loyalty, Factors affecting customer loyalty formation, Rai-Srivastava model of customer loyalty formation, Drivers of Customer Loyalty.
Keynote on "Managing Customer Experience Effectively In eCommerce" by Sachin ...eTailing India
Keynote Session on "Managing Customer Experience Effectively In eCommerce" by Sachin Kotangale (Flipkart) during the 2nd Annual eTailing India Conclave Chennai 2014
Building Customer Relationships with UGC & Lifecycle MarketingWhatConts
Learn how to build customer relationships by weaving User Generated Content into your existing Lifecycle Campaigns to help retain customers, grow revenue, and acquire new ones.
Retail Retention Marketing Trends with IBM Marketing CloudWhatConts
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How to Keep the Holiday High Going for CustomersNarvar
Now that the Holiday madness is over, how do you keep riding that wave of enthusiasm to continue optimizing the entire customer experience and keep your seasonal shoppers coming back all year long? This SlideShare will help you learn how to champion your customers by continuing to deliver the best experiences across the board, inspire customer loyalty with a seamless holiday returns experience, build a community of fans using authentic post-holiday content and messaging across channels, and more.
Chapter 4 Creating Customer Value, Satisfaction, and LoyaltyNishant Agrawal
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Determinants of Customer Perceived Value
Steps in a Customer Value Analysis
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The post-purchase experience can determine whether a customer will become a loyal and repeat purchaser – maybe even a brand advocate – or simply a one-and-done passerby. Carefully crafting a post-purchase marketing program that fits your brand and your customer’s expectations is critical in reinforcing the customer’s perceived value of what they just purchased. This webinar will examine how to create a post-purchase messaging program that will keep customers buying time and time again.
Sharpen existing tools or get a new toolbox? Contemporary cluster initiatives...Orkestra
UIIN Conference, Madrid, 27-29 May 2024
James Wilson, Orkestra and Deusto Business School
Emily Wise, Lund University
Madeline Smith, The Glasgow School of Art
This presentation, created by Syed Faiz ul Hassan, explores the profound influence of media on public perception and behavior. It delves into the evolution of media from oral traditions to modern digital and social media platforms. Key topics include the role of media in information propagation, socialization, crisis awareness, globalization, and education. The presentation also examines media influence through agenda setting, propaganda, and manipulative techniques used by advertisers and marketers. Furthermore, it highlights the impact of surveillance enabled by media technologies on personal behavior and preferences. Through this comprehensive overview, the presentation aims to shed light on how media shapes collective consciousness and public opinion.
This presentation by Morris Kleiner (University of Minnesota), was made during the discussion “Competition and Regulation in Professions and Occupations” held at the Working Party No. 2 on Competition and Regulation on 10 June 2024. More papers and presentations on the topic can be found out at oe.cd/crps.
This presentation was uploaded with the author’s consent.
0x01 - Newton's Third Law: Static vs. Dynamic AbusersOWASP Beja
f you offer a service on the web, odds are that someone will abuse it. Be it an API, a SaaS, a PaaS, or even a static website, someone somewhere will try to figure out a way to use it to their own needs. In this talk we'll compare measures that are effective against static attackers and how to battle a dynamic attacker who adapts to your counter-measures.
About the Speaker
===============
Diogo Sousa, Engineering Manager @ Canonical
An opinionated individual with an interest in cryptography and its intersection with secure software development.
Have you ever wondered how search works while visiting an e-commerce site, internal website, or searching through other types of online resources? Look no further than this informative session on the ways that taxonomies help end-users navigate the internet! Hear from taxonomists and other information professionals who have first-hand experience creating and working with taxonomies that aid in navigation, search, and discovery across a range of disciplines.
Acorn Recovery: Restore IT infra within minutesIP ServerOne
Introducing Acorn Recovery as a Service, a simple, fast, and secure managed disaster recovery (DRaaS) by IP ServerOne. A DR solution that helps restore your IT infra within minutes.
2. This course will explain:
• How good customer experience can contribute to customer retention, sales and
business growth
• What are the causes of customer dissatisfaction
• How online marketplace helps in managing customer experience
• How sellers can contribute in ensuring good customer experience
Learning Objectives
3. Better access to product and
pricing information
Technologically advanced
Consumer today knows better about what they want, how they want it, and who they want it from
Well informed, with access to
mobile web, online reviews,
social media channels etc.
Demanding and seek
convenience
Can share their feedbacks,
ratings about the product
Today’s Customer
4. The customer has a
single consolidated view of our business
Customers expect your
Value Proposition to be consistent
Overview
5. Online marketplace is committed to creating an Integrated Channel
for customers
Active participation from sellers is necessary in proactively
reaching these goals and growing our business together
Overview
6. Product Service Experience
Inward-focused company
“We love that it works”
Brand-focused company
“We are safe if customers
are satisfied”
Emotionally-intelligent -
ecosystem-aware company
“We can win long term profit in a
competitive world with sustained
customer engagement”
Road Map
7. ▪Wrong expectation
▪Customer error
▪Fails to follow policy
▪Attitude
▪Product and services don’t
meet expectations
▪Marketing miscommunications
▪Broken processes
Customer Dissatisfaction: Root Cause
Product &/or Service
70-75%
Customer
20-30%
Employee
5%
8. • Packaging and product quality combined exceed 60%
reasons for dissatisfaction
• Order to Delivery Lead Time: Delivery in excess of 5 days,
breaches in procurement or pick up timelines is another
factor
• Pricing: High prices, un-realistic discounts
• If product specification in the catalog and product image
are wrong, the purchased product will be perceived “Not
As Described”
Customer Dissatisfaction: Root Cause
Pricing
10%
Product Quality
35%
Order to Delivery Time
30%
Packaging Quality
25%
9. (1% - 5%) Complain to Management
Most that complain (5% - 25%) go to front line person
(75% - 95%) Encounter a problem but do not complain
Number of customers who do not complain
BUT also do not repeat purchase, damages
seller credibility by 4x times
The Real Danger
15. To be successful in the online marketplace, it is imperative for a seller
to provide highest level of service to the customer at every touch point, and
ensure best customer experience
What can We Do?
16. It is the sum of all the experiences that a customer has with the seller
Ensuring a good customer experience gives various advantages to a seller
What is Customer Experience?
17. Strengthen your brand
Boost revenue with incremental sales from existing
customers and new sales from word of mouth
Improve customer loyalty (and create advocates) through
valued and memorable customer interactions
Lower costs by reducing customer churn
Advantages of Ensuring Good Customer Experience
18. Online marketplace is committed to ensure
best experience for it’s customers
Sellers should join hands and participate
actively to grow their business
Advantages of Ensuring Good Customer Experience
20. Pre-purchase
experience
Pricing Catalog
Seller should
• Ensure that their product is priced competitive
• Provide low shipping fee
• Not resort to negative strategies like ‘high MRP with high
discount’
▪ Seller should provide correct information related to
product price, description, color, image etc.
▪ Ensure good presentation of information
Touch Points Affecting Customer Experience
21. • Provide multiple payment
options(cash on delivery,
credit card etc.) for a buyer
to choose from.
• Do not ask irrelevant
information
• Ensure the best quality
packaging by using
quality material and
following the guidelines
• Have products ready or
available within hours after
orders are confirmed
• Send email notifications to
buyer
• Provide hard timelines rather
than estimates
Purchase
experience
Payment
options
Order to
delivery time
Packaging Product
quality
• Ensure that the product
is genuine and exactly as
mentioned in the catalog
Touch Points Affecting Customer Experience
22. Offer an easy and convenient
returns policy to buyers
Post-purchase
experience
Returns
& Replacement
Feedbac
k
Gather, analyze and act upon sellers
feedback to improve offering
Customer
service
Be prompt in replying to customer
queries and provide correct information
▪ Do not miss a chance to make the customer feel special (send a festive gift, or a thanking note along with the
ordered product)
Touch Points Affecting Customer Experience
23. • Price it Right
• Use correct images/resolutions
• Use packaging as per guidelines
• Always set right customer
expectations
• List inventoried products only
• Don’t breach pick up promise
• Empower your teams to take quick
decisions
• Understand the root causes
• Prevent unpleasant surprises by
proactively working on
improvements
• Focus on scalable & sustainable
solutions
Process R&DProduct Quality
Guidelines to Manage Customer Experience
24. In this tutorial, you learned about:
• How good customer experience can contribute to customer retention, sales and
business growth
• The causes of customer dissatisfaction
• How online marketplace helps in managing customer experience
• How sellers can contribute in ensuring good customer experience
Summary