Four Ways to Improve the Online Customer Experience for CPG Products
In today’s online retail environment, the customer experience is everything. A great customer experience is the best way to build a loyal consumer base and grow your CPG business. Consumer expectations constantly evolve while companies work overtime to find and retain new customers.
If your product isn’t up to snuff, consumers will bypass you and move on to something else. But, if you can transcend the average company’s online customer experience, you’ll create a loyal follower base that keeps coming back for more.
What is the CPG Online
Customer Experience?
CPG stands for Consumer Packaged Goods. It’s a broad term that covers almost any product that is sold in a package. These goods may include anything from food and beverages to personal care products, household cleaning solutions, and pet food.
The term “CPG online customer experience” refers to the customer’s experience with all aspects of purchasing your products online. The CPG online customer experience encompasses finding, navigating, learning, shopping, receiving, and, on occasion, returning your products. It also involves customers rating and commenting on the entire experience.
The Importance of the CPG
Online Customer Experience
The value of the CPG online customer experience is about more than just selling a great product.
It’s also about how you make customers feel, both before and after they buy your product. The customer experience is a vital part of any business plan because it affects many areas – sales, customer loyalty and retention, employee morale, brand awareness, and reputation in the marketplace. A great customer experience can result in new growth opportunities, while a consistently poor one can lead to lost customers.
Here are four ways your CPG company can improve the online customer experience:
Stay focused on your target audience.
Your customers shouldn’t have to work hard to find what they need on your website. Make sure that all of the information they need is visible at first glance and easy to find within each section of your site. Customers need to know what they’re buying before they buy it. If there are multiple options, like different flavors of ice cream or different clothing sizes, then make sure your product descriptions are clear for each item.Make it easy to find the right product.
Your customers shouldn't have to work hard to find what they need on your website. Make sure that all of the information they need is visible at first glance and easy to find within each section of your site. Customers need to know what they're buying before they buy it. If there are multiple options, like different flavors of ice cream or different clothing sizes, then make sure your product descriptions are clear for each itemEncourage customer contact.
Customers expect personalization. Your customers need to be able to easily reach out if they have a question or an issue with their order or purchase. Phone numbers and an email address should be clearly visible on your website so people can quickly email, call or text. You should also actively monitor social media accounts and respond quickly.
Make it right when things go wrong.
It’s crucial to have an effective service team to resolve issues quickly and to the full satisfaction of the customer. With the right response to a problem, a dissatisfied customer can be turned into an advocate for your products.
We Support Our Clients in
Supporting Their Customers
The team at Thomas|Ferrous provides strategies and insight to help our clients elevate their online customer experience. Whether you’re a B2B company or a B2C brand, we understand that your customers are the lifeblood of your company and its continued success. Contact us today to learn more.
