How to start Creating a WOW Customer Experience in Ecommerce

Creating a WOW Customer Experience

When a customer experiences WOW, you are giving them a pleasant surprise. You are exceeding their expectations. You are addressing their needs thoughtfully and in unexpected ways.

 

But what is a WOW Customer Experience?

It is an expression of your authentic interest in the person who seeks your services, not just in the transaction. It is about making enduring personal emotional connections with empathy, generosity, and gratitude. It is about awareness of common human concerns that make a difference to each customer. It is about truth, it is about meaning, it is about details that cannot be measured by KPIs.

 

WOW Customer Experience: why and how?

In today’s ultra-competitive markets, enduring businesses call for enduring customer relationships. How can you deliver products and services with a WOW Customer Experience built into them? You must make the WOW Customer Experience part of the product/service design, and that requires a continuous culture as a foundation for day to day operations.

How to create a WOW customer experience

 

Why do you need Culture a context for creating WOW Customer Experiences?

WOW Customer Experiences are about unique details gestures that then become “best practices”. But the starting point is always an expression of your company’s culture, its shared values, and ideals.

When delivering a WOW Customer Experience, the number one challenge is for the whole organization to remain aware of its value, to live it day in day out, and to take proactive action in caring for it. The whole team must remain focused on this effort, otherwise it can be derailed by either the urgency or the litany of repetitive tasks.

Often times, a discussion on Customer Experience happens only for the purpose of definition. However, the only way to deliver true WOW continuously is through constant evolution, adapting quickly to changing needs, fine tuning what’s most useful to your customers. This requires conversations on a wide range of decisions where culture should be a key criteria.

 

 Your first cheat sheet for creating WOW Customer Experiences!

 

How to create a WOW customer experience

 

Always keep in mind some questions you have to wonder when operating your ecommerce business.

 

Offering a new product or service 

Is the product/service aligned and consistent with the stated values and purpose of the company?

Are there any values not yet considered that could push the team to excel in delivering WOW?

What actions should be in place to strengthen the culture that is in charge of delivering the product/service?

 

Pursuing constant evolution to sustain the WOW Customer Experience

For the WOW effect to prevail, it must continually adapt to changing needs. It requires constant innovations that should always remain aligned with the company’s culture. Decisions on adding or retiring features should always be consistent with the shared values. Sustaining a WOW Customer Experience requires a constant product-culture fit.

 

 

 

WOW moments to create and take advantage of in ecommerce

We think there are some key WOW moments that every ecommerce must aim to create as a basis for further creativity. There are some magic moments in our relationship with our customer. We think that a starting point could be building up good emails to your customer, providing valuable information and offering help. We talk of this kind of emails as “Transactional Emails”. Let’s explore some of these magic moments and how to stimulate them.

 

How to create a WOW Customer Experience

 

Order confirmation 

Your customer has just placed an order. She wants to be sure that the order is being processed by the seller and everything is ok.  This is an important message to reassure the customer that she completed the order successfully. If the customer doesn’t receive anything, she often writes to the seller in order to gain information about her order. All valuable information about the orders we provide to the customers, are perceived as a signal of trustworthiness, and moreover allow us to avoid receiving requests for information from worried customers.

You can take advantage of transactional emails for inviting your customers on your social network pages, for showing similar or related products she can find on your website, and more.

 

Where’s my package?

After the order is placed and confirmed, your customer will begin to wonder (and ask you): “Where’s my package?”. Waiting is stressful and uncertain.

How to create WOW Customer Experience in Ecommerce

 

Turn this stressful information research in a WOW service for your customer.

 

Better than simply providing the customer the tracking number, we can provide track & trace service, real time automated updates about the delivery status. Track & trace emails allows the customer to receive indications on which delivery phase his order is in and where it is, without looking for tracking information online. With transactional emails you can make your customers feel accompanied in every moment until she receives the order. 

 

Feedback: how did I go?

Don’t forget to friendly request your buyer a review about his experience. Buyers often don’t leave any feedback or review and sellers usually don’t make any feedback request. Feedbacks are essential for obtaining key insights about how to improve your customers’ experience. By the way, on marketplaces such as Amazon and Ebay users not leaving feedback could be an obstacle for gaining reputation. Asking with a friendly email for a feedback in the moment of customer’s  biggest satisfaction and emotion – when she just received the order – providing a link for leaving feedback, allows to receive many feedbacks more, containing a more relevant emotional appeal.

You’re special to us!

Engage with your customer offering a discount. In fact, it is easier to invite a happy customer to buy, rather than a new one. As we told before, transactional emails have the great advantage of reporting a high open rate: they’re usually read by the customer as they contain important information about the orders. So, what about using the customer attention as a chance to send also additional information? Transactional emails are a great way to obtain upselling and cross selling

How to create a WOW customer experience in Ecommerce

Here some examples:

  • Related products

E.g. You bought a wonderful T-shirt! We suggest these shorts for a perfect outfit!
Your iPhone will soon be delivered. This cover is frequently bought together, take a look!

  • Offers

E.g. Thank you for buying from us. Want to buy something more before we ship your order? Here’s a coupon discount expiring today!

  • Dedicated promotions

E.g. Your order has been delivered! Can we offer you free shipping for your next shopping on our site?

These are just some examples, the only limit is what you want to offer and your creativity!

This would create a WOW moment from a previous WOW: during the moment of maximum desire – after a order is confirmed – or during the moment of maximum satisfaction – when the customer receives his pack.

 

___________

 

Interested in discovering more? We launched a FREE COURSE on transactional emails for stimulating and taking advantage of WOW moments.  Take a look, it’s free and you can unsubscribe whenever you want to!

XML or CSV Ebay Export

How long does it take you to manually export orders from Ebay to send the data to the courier? How tough can it be to upload shipments on different courier websites? In this article we will show you how you can automate these processes to save time and money, with two alternatives: CSV Ebay Export, automated synchronization.

Order fulfillment

You invest time and money to increase orders on your online store, and when sales are coming (and increasing), it is time for hard work. Order management and shipment process are crucial to a successful sale and a good shopping experience for your customer, if satisfied, will buy again from your online store. Generally, the uploading process of the received orders on courier’s websites involves the following steps, if it is done manually:

  1. Export orders from the website or marketplace

The first step is to download the received orders, which you want to send, from your online store. This applies to both your own e-commerce and the marketplace you use to sell your products.

  1. Check and format

Once you have downloaded the CSV or XML file through CSV Ebay Export, you have about all the orders you want to send. It is necessary then, to make a validation check and, above all, to modify and fix the file to make it compatible with the specifications of the courier’s web service.

  1. Upload on the shipping carriers’ website

Once you have done the checking and alignments, you can finally upload your orders on each couriers’ website after, obviously, having divided them by destination or weight in order to take advantage of the best fares offered by each carrier.

Managing this process may take half a day of a person’s job. If you make a lot of sales online, you will need a resource completely dedicated to managing this activity.

What are the risks of this process and, above all, what causes an increase of management costs and time to do these activities?

  • Managing a large amount of data

Hopefully, the number of orders from your website and the various marketplaces you are on will force you to manage a large amount of data with a high risk of mistakes.

  • Compatibility between formats

Various marketplaces, (from which you have to export orders and different courier portals on which you have to upload the orders which you want to send require some manual formatting modifications of the files to), make them compatible on different platforms. The result? A lot of time required for this activity and consequent costs.

  • Choice between different couriers

If you manage an e-commerce you will hardly need only one courier to send your orders. Different carriers offer different fares depending on the weight, size and destination of the product. You may find yourself having to edit the file containing the orders to split between the different carriers resulting in a dilation in time and in risks of mistakes.

XML or CSV Ebay Export

If you work on different platforms, you know the different processes of orders’ import and export on each platform.

To download orders on eBay, you need to access the Summary page, click the File Management Center in the right column under Seller Tools, select Create Download Schedule and choose the type of details you want. Select a time interval. Enter the recipient’s email address. After making the selection click on the Send button. You can also set up a scheduled download of your orders as often as you like.

So, how can you improve this process to save time and costs? 

ShippyPro’s automatic management software allows you to handle orders’ export from your store and from all marketplaces and CMS you are on, synchronizing those on the carriers’ websites with a simple click.

What are the benefits of such a solution?

  • Automatic data export

You will be able to export orders from your e-commerce and all marketplaces you are on with just a click.

  • Guaranteed compatibility

ShippyPro connects all marketplaces and carriers’ websites to ensure a perfect compatibility of the shared information.

  • Creation of shipping labels in bulk

ShippyPro automatic order management software allows you to automatically create all the shipping labels by connecting your active accounts with your couriers.

We can summarize the benefits of using an automated software such as ShippyPro in two key elements: reduction of management time and reduction of total costs of the business.

 

So, what about creating a FREE Shippypro account in order to reap the benefits of this automated system?: it is free forever, up to 30 orders per month.. take all the time you need to try it! You’re not requested to input credit card information or a fee to try our solution: you will only pay if you think ShippyPro could really help your growth long term.

CSV Ebay Export

Batch shipping labels creation, explained

Batch shipping labels

When you receive an order, there are several required steps to prepare the shipment. Order fulfillment is a slow and tedious process: find out how to make it faster with batch shipping labels production!

 

How you manage your orders today

  1. Receiving the order

This is the most important part: the one in which the attracted user decides to prefer your product to the competitors and clicks on the “buy” button on your store online. Once the user places the order, you are notified about it and the order will appear in the order list in the backend of your e-commerce platform.

  1. Prepare for boxing

This step refers to the time you decide to process all of your orders received that day (or the day before) which must then be prepared for shipment. Usually, the collection step is done every morning and it includes all orders, which took place the day before on the online store.

  1. Prepare the parcel

The product selected by the customer is taken from the warehouse, inserted in a box of the right dimension adding eventual protections and anti-shock packaging material. The invoice is usually put inside the box.

  1. Print shipping labels

A shipping label is a document used by the courier to deliver the parcel containing all the necessary information to carry out the delivery: consignee name, address of destination, nature, weight, quantity of parcels to transport, information and notes to take into account for delivery. The parcel must be prepared by reporting all correct data of the costumer and it must be properly printed in the right format to avoid any loss.

How much do all these activities cost?

Each single parcel could take 15 minutes to prepare if all of the information is not comprehensively managed and if you do not use any tools to automate the process. Multiply the number of orders per day (10, 100, 1000?) and you will understand why you need X people for Y hours to work on your e-commerce shipment preparation. Any mistakes and inaccuracies, which are normal and frequent when manually managing those activities, may cause further time and cost dilation. Think for example of all packaging mistakes (by whom? The warehouse says that those who printed the labels messed up, and vice-versa): it will cost you in terms of shipping, returning the product, time dedicated to reprocess the order  and to customer care, reputation.

 

Batch shipping labels

 

How can you better manage order fulfillment with batch shipping labels creation?

The step including preparation and dispatch of the shipment is highly strategic for several well-defined reasons:

  • Speed

The more the preparation process of shipment is managed quickly, the faster the customer will receive his order. The time elapsing between placing an order and receiving it, is an important strategic variable in defining the purchase and usage choices of potential customers. Indeed, users want to receive the products as soon as possible. If you are fast at handling your shipment process you can create a competitive advantage over your competitors.

  • Customer care

Proper management in the phase of shipment preparation allows you not to run into eventual dissatisfied customers due to mistakes or delays. If a job is done well first, you can avoid a waste in time and money afterwards.

  • Costs

Managing the shipment process for your e-commerce has a cost. The more the process is managed quickly and accurately, the lower the costs that will be to your business.

How to create batch shipping labels?

Have we convinced you on how strategic the preparation of the shipment for your e-commerce is? Good! Let’s see how it is possible to optimize times and costs when preparing orders.

The password is one: automate.

Thanks to ShippyPro, you can automatically manage some activities.

An example? Batch shipping labels generation. It is a long process prone to mistakes. Usually, it is managed by creating a file (as .xls, .csv, or numbers) containing all orders to ship. This file is uploaded on the referring courier website, which can be different according to order destination and fares. Later on, it is possible to print the shipping labels from each courier’s website. Often you do not even use csv or similar files, but you directly copy and paste the order data from the platform on which you received the order to the courier website.

Batch shipping labels

What are the disadvantages of this type of management?

  • Data loss

This management flow can generate a loss of strategic data for a successful shipment, as well as mistakes in the protocol of exporting and importing data or during manual copy-paste.

  • Costs

The time spent on all of these activities takes time and money to the resources involved in the process. We have calculated that to generate a standard shipping label it takes up to 6 minutes, excluding mistakes and anomalies.

  • Incompatibilities between formats

The shipping labels of each courier are in different formats, which, at the printing stage, must be homogenized to avoid mistakes and loss.

 

An automatized management software such as ShippyPro allows you batch shipping labels production to accompany products ready to be shipped.

What is the plus that can provide this type of solution?

  • Automatic data synchronization

The software sends automatically your order data to the courier, indicating the best fare for each shipment.

  • Printing speed

The automatic software, which allows batch shipping labels creation, is perfectly interrelated with your printing machine allowing you to quickly and easily print all shipping labels, without running into boring and repetitive adaptations related to the different formats used by couriers.

  • No mistakes

Stop unnecessary and numerous flows of information: you can centralize everything you need in just one software, which manages your shipments.

 

So, what about creating a FREE Shippypro account in order to prove us: it is free forever, up to 30 order per month.. take all the time you need to try it! You’re not requested a credit card or a fee to try our solution: you will only pay if you think Shippypro could really help your growth.

Batch shipping labels