Remove Those Friction Points for Your Customers
As a business owner, you want your customers to be more “Wow, I love this!” and “Ugh, why bother?” whenever they interact with your brand. Unfortunately, every little friction point can sway them more towards the latter than the former. But, it doesn't have to be that way right? You can remove those friction points - those barriers to making a sale - delight your customers, and keep them happy. Here’s how:
Card on File Payments: The VIP Fast Pass
Remember the good old days of fumbling with cash or typing in credit card details for the millionth time? Yeah, neither do your customers. They want the VIP fast pass to Checkoutville, and card on file payments are the golden ticket. By securely storing payment information for future purchases, you're not just removing a friction point; you're applying a whole barrel of lubricant to the slide of transactional joy. It’s convenience in a digital wrapper, making every purchase as painless as hitting the snooze button on Monday morning.
Live Chat: Because Waiting Is So Last Century
In a world where instant gratification isn’t fast enough, making customers wait for answers is like asking them to use dial-up internet. Enter live chat: the superhero swooping in to save the day, or at least, to save your customers from the purgatory of email responses or, heaven forbid, phone queues. It’s like having a friendly store assistant who’s always there, ready to help with a smile (you’ll have to imagine the smile, it’s text after all).
Personalization: Not the Creepy Kind
There’s a fine line between “Oh, they really get me!” and “How do they know what I wore last Tuesday?” Get personalization right, and you’re the thoughtful friend who always buys the perfect birthday gift. Nail those recommendations, remember their last purchase, greet them by name – but maybe don’t comment on their recent haircut. It’s about making your customers feel special without making them wonder if you’re watching them through their webcam.
Mobile Optimization: Because Desktops Are So 2005
Assuming your customers are sitting at a desk browsing on a computer is like assuming they still rent DVDs from Blockbuster. Mobile optimization isn’t just a nice-to-have; it’s a must-have. Your website should be as smooth and responsive on a smartphone as a cat video on social media. Anything less, and you’re essentially rolling out the red carpet for your competitors.
Simplified Returns: The “It’s Not You, It’s Me” Process
Returns are the “It’s not you, it’s me” conversation of the shopping world. No one wants to have it, but when you do, it better be painless. Simplify your return process to remove any dread from the equation. Provide clear instructions, prepaid return labels, and a no-questions-asked policy. It’s about making breakups as amicable as possible, so they’ll remember you fondly and come back when they’re ready.
Friction points annoy your customers and make the process of buying from you more difficult, so it is vital that you take steps to get rid of them when you can, starting with the above.