Launching and scaling a successful ecommerce store is an extraordinarily challenging, yet rewarding experience. It takes a unique combination of ingenuity, hard work, and organization to find success in this industry and it is even more difficult to sustain it. With our clients, a common trait amongst successful ecommerce entrepreneurs is an increased ability to deal with stress and a rock solid process around alleviating their day-to-day anxiety. Let’s call it “Operational Anxiety!”
As a business owner, you’ve come to expect long days, stressful scenarios, and the immense stress that comes along with operating in the ecommerce industry, but that doesn’t mean you’re stuck with it! Below you will find some helpful tips to reduce operational anxiety, clear your mind, and get back to focusing on what’s important……..growing your business!
One trick to staying on track during anxious times is to focus on the one thing that is guaranteed to grow your sales channels…the customer experience! Focusing on improving your customer service and overall shopping experience helps simplify a lot of the external distractions that tend to fill your day as a small business owner. It’s important to focus on the growth factors that you control and stop wasting time that could be allocated to growing your business. A great way to improve your customer’s experience is with the addition of custom packaging. Branded assets give any item a luxurious feel and help establish an emotional connection between brand and consumer. Even a small addition like an insert or branded packing tape can move the needle one way in an extremely competitive landscape like eCommerce. If you have the ability to re-direct your customers to a branded tracking page that features your company logos and products, it has proven to be a great way to encourage product upsells and increase average order value in addition to brand exposure.
You will never be 100% prepared for every issue that comes across your desk, especially customer service related. Having a rock-solid support team in place before you make a huge push to build your customer base will insulate you from disaster. A customer’s first purchase is the most important touchpoint in their journey and if an order issue is not resolved quickly, the chances of making another plummet. Response time is an integral part of quality customer service and your ability to impress in that aspect as soon as your online store opens is essential to building your brand. If you’re not ready to build out an entire customer success team, start with 1-2 reps who can handle basic order questions, then bring on more experienced account managers if necessary. As long as you have someone to answer the phone on the first day, you should be in good shape.
Although this may seem like added work and more stress on top of your already busy schedule, it will save you a huge headache down the road! If you are cognizant of your customer acquisition costs (CAC) it will be easy for you to control and allocate budget towards acquisition strategies that are converting your most profitable customers. It’s a piece of data that becomes more valuable over time so calculating accurate costs from day one instead of retroactively crunching numbers will benefit all small business owners.
A good General knows when it’s time to call in reinforcements and a good business owner shouldn’t be any different! There comes a point for every successful ecommerce brand where the orders, returns, packing, and shipping just become too much to handle and leveraging a fulfillment center is the only way to keep things running. A trustworthy fulfillment partner who specializes in the ecommerce space can help elevate almost every part of your customer’s experience, while alleviating stress. The peace of mind in knowing that your orders are being processed and fulfilled by industry professionals can be pretty hard to put a price on.
Beyond basic customer service, an ecommerce fulfillment center can help improve return policy, which plays a huge factor into a shopper’s satisfaction level. A quality ecommerce fulfillment partner will work directly with your team to build process around all aspects of your fulfillment and help you save serious cash on shipping.
Hopefully these tips will help you stress less this summer!
Would love to hear what you think of the blog post, reach out to me directly at Matt@SnapShip.it