Building a good relationship with your customers and your clients is not easy to say the least. There are so many things that you need to take into account, and sometimes one mistake can be more than enough to enrage them to the point where they don’t want to visit your store again.
Product Photographs
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Unattractive photographs will increase the bounce rate of your customers. You have to make sure that the product photographs you have on your site match the items that you have. This applies to your product size, colour and even shape too. You also need to make sure that your images are clear, as this is the main thing that your customer is going to be looking at. Zoom features can also really help, so do your best to invest in things like this.
Product Descriptions
Your website may be selling top-quality products, but if your product descriptions are not up to par then this could be causing you some serious issues. You really do want to add product descriptions that are relevant to your customers and you also need to make sure that you add all of the right information too. If your product descriptions don’t give an accurate review of your product then this will most certainly get on your customer’s nerves.
Desktop-Specific Sites
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A lot of online customers prefer to use their smartphones and the main reason for this is because it is hard work to carry a desktop or even a laptop everywhere. You need to make sure that your site is completely responsive and that your customers also enjoy their shopping experience. If your site is catered to desktop only then your customers may have a hard time finding out what they need to know, and they may also find it difficult to navigate through your site as well.
Items that are Out of Stock
If you run your own business, then you have to make sure that all of your products are in-stock. It’s super annoying for a customer to visit your site, only to be told that the item they want is out of stock. This can leave your customer feeling irritated, and it can also make them not want to visit you in the future as well. If you want to avoid this then go through your entire site and find out what percentage of your products are not available right now. Really, this should be less than 5-10%. If it is higher than this then something needs to be done.
Forcing Registration
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So many websites force their customers to register after they visit. Sure, this may boost your registration rate, but it can also lose you a ton of customers at the same time. You should really let your customers visit your site as guests first, and you should never make it absolutely compulsory for them to register. You should also give them the chance to create a wish list, as this will encourage them to sign up with your site so that they can save their products and return later. Believe it or not, little things like this can boost your registration rate and it can also help your customers to feel more in control of their experience too.
Pop-Ups
Pop-ups can be infuriating to say the least. They are now seriously outdated, and a lot of people refuse to stay on a site that has them. You also don’t want your customers to get annoyed when they are told to sign up to your email subscription service either. If you want to get around this, then have a sign-up section pop-up once on your site. If your customer chooses to close this down, then don’t have it show up the next time they visit if possible. Instead, include a convenient sign-up form on the site so if they change their mind, they can access whatever they need with ease.
Sales and Promotions
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Sure, customers love a good deal. If you are sending them every day or even every week then you may end up annoying your customers and you may even make them believe that your deals are not that valuable. This can stop them from buying from you, and it may even make it harder for them to trust in your company too. If you do this too often then you may find that your customers don’t open your emails and you may even find that they unsubscribe from your service too. In some instances, this can have a negative impact on your brand as well, and this is the last thing that you need when you already have so much to think about.
Zero Apologies
Sometimes customers get annoyed or angry and there isn’t much that you can do to stop this from happening 100% of the time. You can however say you’re sorry. Give them a refund or even offer them a free product. You can still apologise even if you feel as though you did nothing wrong because this will help your conversion rate and it will also help you to continually provide a good service.
Complicated Check-out Processes
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Sure, your site may be huge and you may have thousands of products available, but you should always make sure that your checkout process is simple. You have to make sure that you put all of the information that you need from your customers on a single page. This could include their payment information and their delivery address. A lot of people think that by having a small form across 6 pages that they are making things easier but they are not at all. Customers don’t want to feel as though they are filling out endless pages of information, and they also don’t want to feel as though they are constantly having to jump through hoops either. So try and condense your pages, and show a bar at the top telling your buyer how many more steps there are before they can complete their purchase.
Repetitive Phrasing
It may feel easier to save common replies to your laptop so that when someone messages you, you can just copy and paste it into their inbox. This can be good, but you don’t want your customers to feel as though they are just being sent a generic response. Your messages should always sound original and personalised, even if they aren’t. This can really help you to make the most out of your marketing techniques and it will also help you to be more efficient in your responses.
Annoying Calls
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If you are constantly calling your customers, then it is understandable that they would get annoyed by this. You don’t want to be blowing up their phone every week, or even every month. If you want to contact your customers via phone but you don’t want to annoy them, then it may be worth looking into ringless voicemail drops.
Rudeness
You probably don’t like it when someone treats you badly. For this reason, when you are dealing with your customers, you need to make sure that you use the right language and the right tone as well. It’s sometimes acceptable for you to talk to your customers casually from time to time, but when you are denying your customer. You need to make sure that you are as professional as possible so that they know they are being taken seriously.
Long Waiting Times
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When you are providing any kind of support service, you have to make sure that you are speedy. Research has shown time and time again that customers do expect a reply from any kind of support staff in six hours or less. Sure, it may be hard to meet this target every single time, but you should at least try so that you can give your customers a bigger and better experience.
Bad Upsells
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Upselling is where a customer is encouraged to buy a more expensive product. When this is done properly, it can be a fantastic way for you to get more sales. The main reason for this is because your customers feel supported and they also know that you want the best for them. Upsells can also boost your customer’s lifetime value. This will really help you to grow your business too, but you need to make sure that you don’t provide your customers with an upsell if they are not happy with your service. This will annoy them, and you also need to make sure that you don’t push the sale too much as well. Recognising the body language of your customer and knowing when to stop is crucial because if you don’t then you may end up making a huge mistake.
By following the above tips, you can be sure to give your customers the support that they need, and you can also refrain from annoying them as well. You have to remember that sometimes all you need is a small change in order to really turn things around and that everything you do can have a huge impact on your company.