5 Marketing Hacks for Your Online Shop
Marketing hacks don't need to be expensive or complex if you know what you're doing. We're sharing 5 quick hacks with you today.
Negative online shopping experiences are bound to happen. At some point, every shopper has at least one bad experience (but probably more). On the flip side, even the best online shops are going to have some customers who have had negative experiences. Whether it’s a one-time issue or a pattern, businesses need to recognise these experiences in order to remedy them.
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Let’s have a look at some numbers related to negative shopping experiences.
According to a 2024 report from Celigo, 79% of UK shoppers (and 88% of US shoppers) said that online retailers failed to meet their expectations at least once in the past year. Their biggest frustrations stemmed from increased prices, late deliveries, and excessive shipping costs. Worth noting is that Gen Z reported the highest levels of dissatisfaction (85% in the UK).
Shoppers with negative experiences are also quite willing to share their negative experiences with others. US Shoppers in a Statista survey were asked when they last told someone about a negative experience they had with a product or brand. These were the results:
According to an Emplifi survey of over 2,000 consumers in the UK and US, 86% of consumers will leave a brand they’ve been loyal to after two to three negative experiences. 49% of the same respondents have said they actually did this at least once in the past 12 months for that exact reason.
A PWC survey showed that globally, 32% of consumers would abandon a brand after just one poor experience.
Recommended reading:
Increasing Customer Loyalty: Stats & Tips
Individual negative experiences should be relatively easy for you to spot. Consumers do like to complain on a variety of platforms, so make sure you have eyes and ears everywhere.
In addition to your standard customer service team, you should have someone that regularly reads through customer reviews. You should also instruct social media teams to report any negative experiences by other users on all major platforms (this includes monitoring branded hashtags).
Although these teams might coordinate to remedy some individual cases, they should also aim to recognise patterns and share this information with management. For example, if the social media team notices they get a lot of messages about delivery issue, they need to communicate this to the appropriate team.
If you collect a lot of customer reviews, with the right provider, you can analyse those reviews to identify patterns. If certain issues pop up a few times, you can be aware of the issue rather quickly.
With the Trusted Shops Sentiment Analysis, you can do exactly that: analyse hundreds of reviews instantly to identify both positive and negative patterns. Improving your online reputation has never been easier.
We’ve acknowledged that negative experiences happen, even to the best shops. But what is a negative experience exactly? Sure, you know it when you see it. Still, we can see some of the most common ones to look out for and a few you might not have thought about.
Knowing how to respond to negative reviews and feedback publicly is an underrated skill. Many potential shoppers search out negative reviews to see what issues the brand/products have, but also to see how shops respond to that negative feedback. It gives them an insight into your customer service (and the customer experience as a whole).
Whether you reply to negative experiences privately (email) or publicly (reviews or social media), you’ll want to do it in the right way. Keep the following points in mind:
Remember, whether you’re dealing with individual issues or working to resolve a chronic issue, it’s important to be present where your customers are. Be sure to give them a place to air their grievances (like a review platform), but you need to also be where they are. With the right tools and right team processes, you’ll be able to keep your customers happy and improve customer loyalty and your online reputation simultaneously.
16/10/24Marketing hacks don't need to be expensive or complex if you know what you're doing. We're sharing 5 quick hacks with you today.