Ecommerce Marketing FAQ: Recent Episodes
Ramona J. from Flowium
This podcast answers the most frequently asked questions on the internet about ecommerce marketing. Based on our research, we present the best exprets' answers in this episode.You can consume podcasts on a daily basis and expand your knowledge in under five minutes each day.
The answer depends on the size of the company, the type of products they sell, and its average daily order volume. Some companies will handle the shipping and fulfillment of their products in-house. However, other companies outsource the process to third-party logistics (3PL) providers. In that case, the dedicated eCommerce fulfillment service takes care of everything for them, from packing the customers’ orders to shipping them directly to the customers’ doors.
Learn more about eCommerce Order Fulfillment: The Best Strategies here - https://flowium.co/3c4NFd8
Fulfillment strategies are the decisions you make about how to fulfill your orders. Fulfillment means delivering your products and services to customers’ doorsteps. Strategies include choosing where you’ll store inventory, how you’ll ship products, and how you’ll handle returns.
Learn more about eCommerce Order Fulfillment: The Best Strategies here - https://flowium.co/3c4NFd8
What is the fulfillment process in eCommerce?
Order fulfillment refers to the process of preparing the packages and shipping them from their point of origin to their final destination. In eCommerce, the order fulfillment process involves taking an order from a customer, processing it, and shipping it. A good fulfillment service ensures that each customer receives their order as quickly as possible, without any hiccups along the way.
Learn more about eCommerce Order Fulfillment: The Best Strategies here - https://flowium.co/3c4NFd8
What Is Net Promoter Score? (NPS)
So what is NPS’ meaning? The NPS (Net Promoter Score) is a customer experience metric used to measure customer loyalty.
It ranges from -100 to 100 and is used to determine the willingness of the customer to recommend the business, products or services to others.
Learn more about NPS here - https://flowium.co/3zZiozX
Do I send NPS surveys immediately after someone places an order?
This depends on what you want to measure. Sending a survey right after a customer places an order can be an effective way to measure customer loyalty for the shopping cart process. However, if you are more interested in measuring how likely the customer is to recommend the product they purchased, schedule the survey a bit further out to give the customer time to receive and start using the product. They’ll then be able to give relevant, actionable feedback.
Learn more about NPS here - https://flowium.co/3zZiozX
Do I send an NPS survey after every purchase?
This depends on what you are seeking to measure: loyalty to the individual product, or loyalty to the customer in general. Most experts recommend measuring brand loyalty over individual product loyalty, therefore sending an NPS survey once per quarter. It’s often thought that surveying customers quarterly on a rolling basis is the most effective frequency that isn’t too invasive. Wait longer and you can miss critical feedback or changes in customer sentiment, send it too often and you may annoy people.
Learn more about NPS here - https://flowium.co/3zZiozX
How many customers should I survey at a time?
Many companies send surveys to every customer at the same time once per quarter. However, it can be more beneficial to spread out the survey and send to 1/90th of customers every day for 90 days. If you send all surveys at once, the responses will only represent one moment in time. By spreading the surveys out, you can act on the feedback and see the score change in nearly real-time.
Learn more about NPS here - https://flowium.co/3zZiozX
If you’re an eCommerce business owner, you may already be familiar with the customer churn definition. However, to make sure we’re all on the same page, let’s define customer churn.
Customer churn, also known as customer attrition, is the number of customers who stop buying a company’s products or services over a given time period.
Learn more about Customer Churn - https://flowium.co/3dsnQ6O
To reduce customer churn, you need to identify the cause of your customers leaving and then take action to stop it from happening. We’ve mentioned some practical ways to reduce customer churn in this article, but here are a few more tips: 1. Use technology to track the right metrics to determine your customers’ satisfaction levels, 2. Focus on improving the customer experience, 3. Focus on quality over quantity when it comes to your products, 4. Understand customers’ pain points, and 5. Take action based on what you learn.
Learn more about Customer Churn - https://flowium.co/3dsnQ6O
It’s essential to understand how customer churn affects your organization because it can impact your bottom line.
While the customer churn rate indicates how many customers left your business over a given time period, it’s not just about how many customers leave, but how much profit they take with them when they go.
Learn more about Customer Churn - https://flowium.co/3dsnQ6O
What is an acceptable churn rate?
The average customer retention rate for eCommerce stores is only 30%. So, if you keep more than 30% of your customers within a given time period – congratulations! You’re doing it right. Don’t be too afraid of high percentages of customer churn, they are normal in eCommerce.
Learn more about Customer Churn - https://flowium.co/3dsnQ6O