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5 Ways to Provide Great Customer Experiences in Ecommerce

Today, consumers have many online shopping options to choose from, making the customer experience a key competitive differentiator for ecommerce companies

The pandemic accelerated a shift to online retail which continues to grow globally. Ecommerce sales are expected to reach reach £4 Trillion worldwide by 2026.
Have you decided if you want a piece of that pie?

Today, consumers have many onlne options to choose from, making customer experiencea key competitive differentiator for ecommerce companies.  

A positive customer experience helps build relationships with consumers, increases brand loyalty and strengthens trust, which reduces customer churn and boosts revenue. According to research by Genesys, of 70% of consumers say a company is only as good as its customer service.

Ecommerce companies that don’t deliver superior customer service will see customers leaving, never to return.  A survey by PwC found that in the U.S., one in three consumers say they will walk away from a brand they love after just one bad experience.

To thrive in a crowded market with everyone competing for share of wallet, ecommerce companies must integrate customer centricity into their DNA, operating with a focus on enhancing customer experience to create happy, satisfied, loyal customers.  

Ecommerce companies looking to optimise the customer experience should eliminate potential friction points in the customer journey by:

1. Investing in a top-notch customer experience team

Investing in staffing and training a dedicated, human customer experience team is key to delivering exceptional customer experiences. A report by PwC noted that human interaction matters, finding that 82% of U.S. consumers want more of it in the future.

These dedicated experience teams play a vital part in shaping the customer experience; 79% of consumers say the experience a company provides is as important as its product or services.

Consumers today expect stellar ecommerce shopping experiences. This expectation is a key driver for building a customer experience team focused on providing a high level of service that meets and exceeds customer expectations. Optimizing this touchpoint gives customers the ability to connect with brand experts who can help resolve their issues quickly, efficiently and effectively, and demonstrates a commitment to providing top-quality customer experience.

When customer experience team members focus on being responsive and maintaining positive relationships with customers, it enhances the overall customer experience, which can increase sales and allow ecommerce businesses to outperform their competition.  

2. Leveraging customer service technology

Self-service features that reduce friction in the customer experience can be effectively deployed by ecommerce companies to increase customer satisfaction. 

Customer service technologies that provide speed and convenience improve responsiveness and support the customer experience teams, freeing them up to assist shoppers with more complex problems or issues.

Automating customer service through a ‘live chat’ contact channel for 24/7 customer service and integrating a customer experience automation platform designed for FAQs significantly reduces the time it takes for a customer to resolve an issue. Both of these tools allow customer questions to be satisfactorily resolved with the click of a button or through a quick chat.  

My company, Browze, experienced first-hand the benefits of this technology. Recent improvements to the company’s self-service customer experience automation platform helped boost customer satisfaction by 30% from 2020 to 2021.  

3. Offering free shipping 

E-tailers can improve the buying experience by offering free shipping once a minimum purchase threshold is met – a practice that consumers consider more customer-friendly. Most U.S. consumers expect free delivery with a minimum order of $25-$50, and will abandon their shopping carts if free shipping is not offered, moving onto a competitor that does offer it. 

Expensive delivery is one of the biggest pain points associated with online shopping. A new report by RetailWeek, The CX Factor: 1,000 consumers on what turns them on (and off) your brand, found that “by far and away the biggest turn-off for consumers is expensive delivery, with 78% of shoppers citing this among their top three bugbears when shopping online.” 

4. Providing hassle-free returns and refunds

Return and refund policies are major factors shaping the customer experience. Many shoppers will check return and refund policies before shopping with an e-tailer and won’t buy from companies unless they provide frictionless, worry-free returns and refunds. A smooth, seamless return and refund process is key to keeping shoppers happy and converting them into return customers. 

In a UPS study examining evolving trends, preferences and expectations of online shoppers, 73% of surveyed consumers said that the returns experience affected whether they would continue shopping with a retailer. The same study found that the main reason cited for a poor returns experience is delay in getting a refund. Furthermore, research by Klarna found that 84% of online shoppers would turn their back on a retailer after a bad returns experience. 

There is no doubt that frustration-free return policies are key to increasing customer satisfaction and loyalty. In fact, Browze saw its Customer Satisfaction Score improve from 50.5% in 2019 to 80.9% in 2020 after the company introduced a new hassle-free refund policy. 

5. Optimizing for mobile 

There are more than 290 million smartphone users in the U.S. alone, and many of these users are shopping on their mobile devices. According to Oberlo, nearly three out of every four dollars spent on online purchases today is done so through mobile devices a

These statistics make a compelling case for e-tailers to optimize their ecommerce sites to enhance the consumer shopping experience on mobile devices. That means making sure websites are easy to navigate and pages load quickly on mobile devices. Google data shows that 53% of website visits are abandoned if a mobile site takes longer than 3 seconds to load. 

With more and more consumers shopping on the small screen, it is critical for ecommerce brands to provide an appealing and intuitive mobile experience.

When it comes to online shopping, consumers have a lot of choices. Ecommerce companies that want to capture share of wallet need to embrace a customer centricity that eliminates friction and pain points to deliver positive customer experiences.

Google Chrome Security Update

Google Issues Warning For Billions Of Chrome Users

Google, Google Chrome, Chrome browser, Chrome update, Chrome privacy, Chrome security, Chrome upgrade, Chrome latest version
30 new vulnerabilities have been found in Google Chrome across all major platforms. NURPHOTO VIA GETTY IMAGES

Google confirmed the vulnerabilities on its Chrome blog post, revealing 30 new security flaws have been discovered in Chrome, seven of which it says pose a ‘High’ threat level to users. They affect Chrome on Windows, macOS, Linux and mobile. 

Use After Free (UAF) attacks continue to be the best path for cracking Chrome. 11 of the 30 new Chrome vulnerabilities are via UAF (a memory exploit). This method of attack has now breached Chrome security over 65 times in 2022. 

To protect users, Google has released Chrome 101.0.4951.41 which will “roll out over the coming days/weeks” but you can beat the queue by forcing Chrome to manually check for the update:

  1. Click the three dots in the top right corner of Chrome
  2. Click Settings > Help > About Google Chrome. 
  3. Wait for Chrome to find and install the update.
  4. When prompted, restart Chrome 

This last step is crucial and Chrome will not be protected until you do. 

Google, Google Chrome, Chrome browser, Chrome update, Chrome privacy, Chrome security, Chrome upgrade, Chrome latest version
To check for Chrome updates click the 3 dots in the top-right corner, then click: Settings —Help — … [+] GORDON KELLY

Google recently admitted that the number of successful zero-day hacks of Chrome and other browsers and platforms is rising. Big tech companies are increasingly working together to combat this growing threat though, to be successful, it also requires due diligence from users. So go beat the queue and force Chrome to update right now.

Book Free Consultation

We offer Completely FREE 15 minute business consultations with a view to how we can help with your business, improving sales and your web presence

Choose the location of either Telephone / Zoom / Facetime for voice or video call meeting
Then choose which service you prefer:

  • Website Ideas – which covers e-commerce, sales,
  • Strategy / Marketing – which covers everything and anything from promotion to printed materials we can create
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Zoom Meetings Being Implemented on Websitelynx
No meetings found.

Can anyone remember a time before Covid-19? As the coronavirus outbreak drags on, it’s up to us small business owners to get through the storm and make the best of, well, a pretty sucky situation.

These are challenging times, sure. But like anything else, with the right tools, and the right strategy, you can keep your business going even when a vicious, invisible, and zombie-like virus threatens to shut you down.

Sounds too good to be true? What if we told you that you already have these very tools right at the palms of your hands? We can Implement ZOOM on your website, no need to worry about unncessary Face to Face contact and social distancing with your clients

Thanks to recent integration with Zoom, you can now move your entire business to the safety of the online universe, and add online video appointments to your list of services. How about that.

What is Zoom?

Let us explain
A Cloud video conferencing services company that opened shop in San Jose, California in 2011. It provides an easy, intuitive remote conferencing service that combines video conferencing, online meetings, chat, webinars, and mobile collaboration.

Zoom video conferencing

While Zoom was doing great even before the coronavirus outbreak, the new reality of social distancing and remote work has skyrocketed their popularity to the point that their stock has jumped more than a 100% (!) since February.

The reason? Everybody’s online right now. Family and friends, professores, teachers, students, doctors, coaches, consultants, lawyers – we all want to stay connected and Zoom is the app that keeps us all together.

Zoom video conferencing

How to Get Started With Online Video Appointments

Our integration with Zoom means you can now offer and sell online video appointments as easily as you were used to selling in-office, face-to-face appointments in the Pre-Coronian era.

All you need to do to get started is connect your Zoom account to your web account.

CONTACT US TODAY FOR HOW WE CAN HELP YOU

Covid 19 – Sort out your SEO

SEO structure starts on your website. It is called on-page SEO, and it is the part of your SEO process over which you have complete control. There are guidelines issued by the search engines, which will help you to fill out your websites SEO. Here are fifteen of those guidelines.

1 – Keyword Research

Research the best keywords for your site. Look at what your competitors are using for keywords, and try a few keyword tools. Remember to target your audience and consider all the word that they will type into the Google and Bing search engines.

2 – Put your keywords in bold

This is an old trick, but is still effective. All you have to do is highlight one or two of your keywords when they first appear on the page. You do not have to keep highlighting the same keyword; you need only do it for its first appearance. You can also use italic.

3 – Make your URLs search engine friendly

Do not name your pages (URLs) with numbers and symbols. Add in some words to make them easier for a human to read. In addition, you should try to make some of those words as descriptive as possible, and adding in a few keywords will help too.

4 – Install a SSL Certificate

Websites that are secure using https:// instead of http:// now appear higher in the search results. If you cannot install your own SSL certificate ask your host to do this for you. When it is installed, you have to make sure all your website pages are secure and not with mixed content. Also make sure that all your website version with http:// and with www. all forwarded to your new https:// URL.

5 – Organize your website

You need to make sure that your website and your menus are well organized so visitors can easily find what they are looking for. Add Call To Action and Forms to your pages to make it easy to contact you or shop.

6 – Increase the quality 

Google and Bing/Yahoo are optimized to search out high quality content. Their methods for determining quality are fairly crude, but it will not help your case if your content is weak, fluffy, heavily SEOed and has multiple obvious spelling mistakes. Search engines measure how much time people spend on your website after using search. If you have a bad website people will leave it faster.

7 – Add a keyword to each page title

Your page title is a very important piece of text because it tells the reader what the page is about and it tells the search engine what the page is all about. So, you should try to add a keyword or two into the title. Just make sure the title is still easy to read for humans.

8 – Be wary of your loading and render times

The render time is the time it takes for a web page to go from white, to starting to load. A long render time will increase your bounce rate. The loading time is the time it takes from the beginning of the render, to the point where everything is loaded. A long loading time will damage your websites SEO.

9 – Optimize your internal linking

Every page should have at least three internal links on it. Three is the bare minimum, and this includes checkout pages too. Internal links are the ones that link one page to another. External links are the ones where you link your page to one outside of your website.

10 – Use H tags on your pages

Learn how to use them correctly and then apply them to your website. They show the search engine which words are important and which are not. It will help you if your web content is quite varied.

11 – Integrate social media

There are hundreds of widgets that you can add to your website. They will help you to link social media and your website. Do not put the widgets everywhere, but the addition of a few here and there will help your SEO in the long term.

12 – Optimize your images

Make sure they do not take too long to load, and make sure they have their ALT text filled out. If you are able to give them a title, then you should. You should also name your image files something SEO friendly before you upload them onto your website.

13 – Create a sitemap

Create an XML sitemap. If you have a WordPress website, you can create a nice XML sitemap with the Yoast SEO tool which will create a dynamic XML sitemap for you. Then you have to add the URL of your sitemaps to your Google Search Console and Bing Webmaster Tools account.

14 – Make your website mobile friendly

This is very important because people now do more searches from mobile devices than from desktop or laptop computers. Make sure that your website can be used easily from a cell phone. Contact forms should be easy to fill and submit. All your phone numbers should be clickable.

15 – Fill out your Meta Description tag

This is what may appear on the search engine’s results page, and is a nice opportunity to sell the content of your web page. Create this text that will make people to click on your website. You should make sure that it has keywords in it if you want to feel any positive SEO effect.

Covid 19 & having someone manage your SEO

SEO matters during COVID-19 because:

  1. There is no “bad” time to publish evergreen content, a staple of SEO.
  2. The visitors you do attract right now are likely to be highly qualified.
  3. SEO gains won’t start paying off until three to six months out.
  4. Search is only going to be more ingrained in our lives after the pandemic.

SEO is especially important for small businesses during the coronavirus pandemic because:

  1. Travel restrictions are causing consumers to seek out nearby businesses.
  2. Consumers are looking for SMBs to support.
  3. SEO is the means by which SMBs can stand apart from competitors.
  4. It is free and you might just have the time.

SEO may be a potential solution for businesses experiencing the financial burdens and slower pacing of COVID-19. It can help you to become more visible on searches being performed now, and also to set yourself up for success once search behavior normalizes.

Bounce GMail

Bouncing an Existing Email

1 Gmail, open the email you want to bounce.

2 Click the Block button.

3 Select the “Reply with…” option.

4 Make sure “Fake Bounce-Back” is selected in the dropdown that pops up.

5 Click “Send response”

Hope this helps with those annoying emails !

Spring 2020 Amazing Discount

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WAS £950
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Full Professional ecommerce Business Package PROFESSIONAL PACKAGE
(WITH PRODUCTS TO SELL AND COMPLETE SEARCH ENGINE OPTIMISATION)INCLUDES OVER £50 WORTH OF EXTRAS AND A FREE MARKETING HANDBOOK FOR YOUR SITE

*** Complete Installation of a content management system for you to log in, access  and change the content of your website pages
*** FREE www.YOURWEBSITE.co.uk DOMAIN NAME (worth £14.99)
*** FREE 12 MONTHS WEBSITE HOSTING (worth £79.99]
*** FREE CLICK AND COLLECT SYSTEM BUILT IN
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*** Up to 3 x FREE emailaddress@yourwebsite.co.uk email address (accessable on an iPhone or an Android mobile phone).you can have separate email addresses for support, sales or contact, to give you
*** Configure Permalinks and optimize blog for Search Engine Ranking
*** Install TWITTER and FACEBOOK onto your website so when you post it appears on your site
*** Setup a Contact form with CAPTCHA for spam protection
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*** UNLIMITED VOUCHERS for your customers
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Protect your Facebook account

Facebook Privacy Settings:

Check and change your privacy settings on Facebook today
It seems there isn’t a day that goes by without Facebook and privacy being in the news. Most recently, there’s the small matter of the Facebook and Cambridge Analytica scandal, which is causing users to leave Facebook in droves. But there is an alternative. Our guide to Facebook’s privacy settings explains all you need to know to keep using the popular social network safely.

The recent allegations that Facebook data was manipulated by UK-based Cambridge Analytica to influence a range of world events from Donald Trump’s election to the Brexit vote has shaken the technology world to its core.

What’s a privacy-conscious social media user to do if they don’t want to delete Facebook entirely, but do want to secure their account from outside meddling?

Facebook Privacy Settings: The basics explained
The entire Facebook/Cambridge Analytica affair highlights just how important it is to keep track of the apps you use − or have used in the past − that are connected to your Facebook account through Facebook Login. This is because the data was gathered through an app called ‘thisisyourdigitallife’, which allowed people to log in to it using their Facebook account.

You can find a list of apps that have access to your Facebook data, such as your name, pictures, birthday and friends list, on the App Settings page. There’s a good chance the list will be significantly longer than expected.

Clicking each entry in the list shows you the types of data you’ve given them permission to access. By unchecking each box, you can limit how many of your personal details they can get their hands on. You can also unlink the apps from your Facebook account on this page, by clicking the ‘X’ that appears next to them. However, as Facebook’s FAQ notes, “The app or game may have stored info from when you were using it, but you can contact the developer to ask that they delete any info they may still have.”

You can also switch off Facebook’s integration with apps completely, meaning you won’t be able to log into apps, games and other websites using your Facebook account. To do this, go to Settings, Apps and Websites and Plugins, then select Edit and Disable Platform.

Raj Samani, chief scientist at McAfee, says that using your Facebook account to login to another app “bridges your digital islands, allowing the two companies to collect more data and build an in depth profile about you and your activity.”

He recommends going even further to protect your data. “Set up a new login and password for the apps you’re using. It may take a minute longer but it will help you to avoid data being shared between different services,”

Now that you understand the crux of the issue, here are 18 simple ways you can ensure your Facebook privacy settings are exactly what you want them to be.

1) I want to…get an overview of my privacy settings
Facebook’s privacy settings are spread over a number of portions of the site. However, you can do a quick health check by tapping the padlock to the right of the Home screen and selecting Run Privacy Check Up. This will allow you see privacy settings at a glance over three key areas of Facebook

1) Posts – As explained below, this will explain how to control your privacy settings for every post.
2) Apps – Who sees your activity within third-party apps
3) Profile – Here you can limit what personal information (work, age, contact details) is visible to who.

These are explained in more detail in the next three sections.

2) I want to… control who sees my posts
This is perhaps the key privacy concern of Facebook users who’re concerned. No-one wants their boss spying on their weekend activities, so it’s important to be clear about when you post. Whenever you upload a photo, fill in a status, or check in at a location there’s the opportunity to customise who you wish to share with. You can also adjust this by clicking the padlock and selecting “Who can see my stuff?”

The three main options are:

Friends – Only people you’re friends with can see the post. If you’re posting photos of your children or any information you’d deem personal then this is what you need to select.
Public – Anyone can see it whether they’re friends or not. If you want to be part of a public discussion to be seen by friends and within search; like on Twitter, then select this.
Only You – Perhaps if you use Facebook as a repository for personal memories or a blog you can select Only You to ensure you, the account holder are the only one who sees it.

Here you can also select Custom to add Friends of Friends to the list of people who can see the post while there’s also the opportunity to post only for the eyes of various Groups you may be part of.

It is important to note that Facebook remembers the setting from your last post, so if your last post was a Public rant about X-Factor, remember that’ll be the default setting next time.

3) I want to… control who sees my app activity
You’re likely to have many third-party services associated with Facebook, whether they’re news services, fitness apps, games, other social networks, streaming services or photo-sharing apps. Many become associated with your Facebook account by being installed on your smartphone, others by using Facebook Connect to create accounts. You can use the Privacy Check Up or go to Settings > Apps and adjust who can see your activity or whether you want to remove them completely by clicking the cross.

4) I want to… hide my personal information
Over the years, Facebook has probably collected a tonne of personal information. Your email address, your birthday, political views, phone number, where you’ve studied, your sexual orientation, your political views, where you’re from, where you’re worked, who you’re married to and who you’re related to.

With most employers now doing social media checks on potential employees, you may want to shield some of this sensitive information. In the US for example, it’s still legal for employers to fire gay people.

Thankfully, much of this can be controlled via the Privacy Check Up mentioned above. You can alter who sees what by heading to the About section of your profile and selecting Edit under each section. To alter privacy settings from Friends to Only Me will hide the information from your profile. In many cases you may want to remove it completely by clicking the X.

5) I want to… hide posts from other people
If you’re still friends with an ex on Facebook, it might be considered poor form to post photos of you in a new relationship in a place where he/she can see them. You can get around this by hitting Custom from the “Who should see this?” menu and tagging people you wish to hide the post from.

This is also a good way to prevent that outspoken friend embarrassing you by commenting on a controversial subject.

6) I want to… post something, but hide it from my timeline
Maybe you have something to say and don’t want it as a permanent record on your timeline, a thought, a meme, a joke in context that’s of its time, a photo, etc. You can achieve this by ticking the Hide From Timeline box in the post field.

7) I want to… stop people sharing my photos and posts
If you’ve shared a photo or a status on Facebook, it’s open to be re-shared by those who have access to it. That means Friends and, if you’ve tagged people, Friends of Friends. If the post is Public then anyone in the world can share it There’s no way around that, other than to set the post to Only Me in the first place, which kind of defeats the point in most cases.

8) I want to… check what my Public profile looks like
As all profiles are now searchable within Facebook, you may want to check how your profile looks to someone who stumbled upon it. To do this you can head to Settings > Followers and tap “Want to know what followers can see? View your public Timeline.” Here you can see how it looks to the Public. If you spot information or posts you do not want to be public Edit the privacy settings of individual posts or go to Settings to censor it from the public.

You can also use this tool to see what a specific friend sees.

9) I want to… change who can see old posts
In the early days of Facebook we were quite naïve with what we shared. Thankfully, within Settings > Privacy, you can rectify some of your past privacy mistakes. You can click Limit Old Posts, which will change any posts listed as Public or Friends of Friends and clicking Confirm, to ensure only Friends can see them. This can be undone at a later date.

10) I want to… limit who can send me friend requests
Click Settings > Privacy and head to “who can send me friend requests.” You can change it from Everybody to Friends of Friends, but that’s about as far as you can go. This is also accessible form the Privacy Shortcuts accessed by clicking the padlock.

11) I want to… block someone
This one’s easy (and fun). Use the Privacy Shortcuts or go to Settings > Blocking, begin typing the name of the friend (or ex-friend) you wish to block from your account. You can also block certain people from sending you messages, but you have to be friends with them.

It’s also possible to block people people you’re not friends with by heading to their profile, clicking the “…” on the right hand side and selecting Block.

12) I want to… limit who can look me up through contact information
Facebook probably has your phone number and some email addresses. If folks (i.e. potential employers, old flames, stalkers, etc.) were to enter these in search, they may be able to discover your profile. In Settings > Privacy you can correct this by selecting either Everyone, Friends of Friends or Friends.

13) I want… my Facebook page kept off Google
There’s no hiding from Facebook’s overarching Search engine, all you can do is lock down your privacy settings and hope you have a common name. However it’s different in the case of other search engines like Google. Within Settings > Privacy, you can ensure your Facebook profile is exempt by selecting No.

14) I want to… hide my real name
The right to anonymity was and, in some cases, still is one of the most cherished tenets of the internet. With Facebook now showing all profiles within search results, changing to an assumed name seems a good idea for those who don’t want to be discovered, have been harassed work in sensitive industries, have been discriminated about etc…

Unfortunately, it’s not that easy. Facebook makes you use your birth name when signing up and has very strict rules about changing it thereafter. If you’re reported for a fake name it could suspend your account. The company has softened its stance following feedback from victims of abuse and the LGBTQ community.

15) I want to… protect my location
Facebook loves it when you check into places, it gobbles up all of that lovely data to attract advertisers. However, you may want to protect your location. The very obvious step is not to click the location pin when posting.

However, when you’re using the mobile app, Facebook may try to use GPS and Wi-Fi to name your location. You can prevent this from happening by entering the Location settings on your mobile device and denying Facebook access.

In iOS it goes: Settings > Privacy > Location > Facebook > Never

16) I want to… prevent/remove a tag
Down the years, our friends have tagged us in some damn awful stuff. Developed social media etiquette, and full knowledge of potential consequences, mean it doesn’t happen so much these days. However help is at hand.

In Settings > Timeline and Tagging you can ask to review every tag before it appears on your or anyone else’s timeline.

You can always select Remove Tag within individual post settings. If the post is offensive, you can also Report Post if you want it off the site altogether.

17) I want to… make my profile completely private

Until last October, it was possible to hide your Facebook account, so it would not show up within search. When the company broadened its Universal Search through the Knowledge Graph initiative, it no longer became an option.

Now, even if your privacy settings are completely locked down you’ll appear within search results. There’s still information people can glean from that, such as the profile picture, your list of friends and the pages you’ve liked. No way around it, sadly.

18) I want to… tag friends but limit who sees the posts

When you tag people in posts and photos, the audience for the post can be much greater. The friend must approve the post to their timeline, but if they do, all of their friends will be able to see it too. For example, if you’re tagging a friend in a photo featuring your child, you’re expressing consent that people outside of your friendship circle can view it, react to it, share it and even comment on it.

So, in other words, if you’re concerned about who might view the photo, tagging friends is best avoided.