We use our expertise to answer this question.
Every eCommerce brand should strive for excellent customer service, no matter the products or services they provide. But while customer service is great to a point, customer success goes much further in building a relationship.
For example, having great customer service involves how you respond to issues and questions, how you adapt and fix problems, and how you win customer loyalty in every transaction. Great customer service can lead to great reviews, repeat customers, referrals, and a good reputation. Continuing a relationship may not be necessary if your product is a one-time purchase or if you do a great job in delivery and quality.
However, customer success is an ongoing relationship and something you want from your marketing agency. At its core, customer success is all about:
- Knowing your customers
- Understanding what they care about
- Setting mutually beneficial goals
- Maintaining optimal communication at every step in the lifecycle for every project
- Being consistent & dedicated to developing processes that support growth and satisfaction
While your eCommerce brand may not need customer success internally, you’d better believe your eCommerce marketing agency should! Reach out to Omnitail for more information on how we maintain our customer relationships and help your eCommerce business thrive.