The post BESVAR MIN UNDERSØGELSE OG DELTAG I KONKURRENCE OM GO DREAM GAVEKORT TIL 250 KR. X2 appeared first on Hafsah Fatimah bint Farooq.
]]>Specialeskrivning …
Som nogle af jer allerede ved, er jeg i gang med mit speciale. Specialet skrives i kommunikation og retorik, samt GDPR.
I den forbindelse skal jeg undersøge hvad der vil få den almindelige forbruger, til faktisk at læse de betingelser og politikker der er i en webshop og ikke bare tikke boksen af.
Det er nemlig alt for ofte et problem, at teksterne er skrevet alt for juridiske og er svære at forstå.
Deltag i konkurrencen om to gavekort til GO DREAM for dine 10 minutter
Undersøgelsen er udarbejdet som et spørgeskema.
Det tager kun 10 minutter at udfylde.
Alle dine oplysninger behandles selvfølgelig anonymt!
Som tak, har jeg valgt at udlodde to gavekort til en værdi af 250 kr. hver.
Ja tak! Lad mig deltage i din undersøgelse med det samme!
Deadline er d. 20. april 2020
Jeg har brug for din hjælp!
Jeg skal op på mindst 1.000 besvarelser, så jeg har virkelig brug for din hjælp!
Du må meget gerne dele undersøgelsen, da jeg er langt fra de 1.000 besvarelser jeg skal samle.
Hold da op! Jeg hjælper dig nu!
Tusinde tak for din tid og besvarelse!
/Hafsah Fatimah bint Farooq
P.S. Jeg bliver rigtig glad, hvis du deler min undersøgelse, da jeg mangler en del besvarelser!
Jeg bevarer din undersøgelse nu!
P.P.S. Hvis du ikke deler min undersøgelse, så når jeg ikke op på de 1.000 besvarelser som jeg skal samle.
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]]>The post STOP MED AT SENDE KUNDER VÆK appeared first on Hafsah Fatimah bint Farooq.
]]>
Er din webshop brugervenlig? Er dit design pænt at kigge på? Giver det dine kunder lyst til at handle eller skræmmer det dem væk? Er det nemt eller en hel labyrint?
Ovenstående er spørgsmål som enhver webshop ejer bør stille sig selv.
Henvender du dig til B2B, B2C og eller B2G, betyder brugervenlighed og design rigtig meget! Er du ligeglad, kan du jo bare lade hver med at læse videre… og fortsætte med at miste kunder.
Der er selvfølgelig forskellige grader for brugervenlighed på de forskellige markeder – Jeg har valgt at fokusere på B2C-markedet, da jeg har mest erfaring med dette.
Der er selvfølgelig forskellige grader for brugervenlighed på de forskellige markeder – Jeg har valgt at fokusere på B2C-markedet, da jeg har mest erfaring med dette.
Design
Jeg ser så mange webshops, store og små, hvor deres design bare er så gammelt, ser så billigt ud og er fyldt med reklamer fra andre, at det skræmmer og sender kunder væk. Det skaber en kæmpe usikkerhed hos kunden og kan betyde, at hun finder en anden webshop.
Hvorfor har du en webshop, hvis ikke du gider at ligge 5.000 kr. – 15.000 kr., for et bedre design og højere konvertering? Hvilket jo slet ikke er så mange penge.
Det er ligesom at åbne døren til en butik og gå ind i noget med det samme, for der ligger ting over det hele… og derefter finde produkter der slet ikke hører til i butikken.
Brugervenlighed
Der er så mange der halter bagud på brugervenlighed. Har du nogensinde selv prøvet at lave en test ordre gennem din webshop? Er webshoppen nem at navigere rundt i? Hvor mange steps er der, før en ordre er gået igennem? Er hele processen for kompliceret? Er det nemt at ligge ting i kurven? Kan andre end digselv finde ud af det?
Her er det en god idé at hente folk udefra, til at prøve websitet og få feedback på hvad der virker og hvad der ikke virker.
Her er det en god idé at hente folk udefra, til at prøve websitet og få feedback på hvad der virker og hvad der ikke virker.
One-page-checkout
… Er genialt. Kunden trykker fra varelisten ind på checkout siden og skal udfylde alle sine oplysninger, vælge betalingsmetode, fragt metode og gennemfører ordren. Det hele samlet på en side. Hvorfor vil du have at kunden skal trykke 4-5 gange mere? Og det er jo ikke fordi at der står så meget på hver side, når hun skal igennem flere sider. – Det er bare spild af din kundes tid.
Kreditkort
Tag imod alle kreditkort. Ja, det er billigere at udvælge en slags, men så mister du også alle de andre kunder. Det koster selvfølgelig lidt ekstra at tage imod alle, men tænk hvis en kunde er nået helt til checkout-siden, hvor hun skal vælge betalingskort og hendes kort så ikke er der? Så har du lige mistet endnu et salg. Nu koster det jo heller ikke så meget igen, så der er ikke rigtig nogen grund til ikke at tage imod alle kort.
Hos X2Nails webshop, betaler størstedelen af kunderne med dankort, mens meget få betaler med American Express. Dog er ordrene størst ved det sidstnævnte betalingskort. – Det er slet ikke til at forstå at man ikke vil have alle betalingskort i sin webshop.
Hos X2Nails webshop, betaler størstedelen af kunderne med dankort, mens meget få betaler med American Express. Dog er ordrene størst ved det sidstnævnte betalingskort. – Det er slet ikke til at forstå at man ikke vil have alle betalingskort i sin webshop.
Reklamer
Reklamer for andre webshops eller lignende er absolut no-go i en webshop! Et, det ser så grimt ud og to, du sender kunden væk. Ja, hende som lige var ved at bestille noget hos dig eller tilmelde dit nyhesbrev. Hende sender du videre til en anden forhandler og hun kommer nok slet ikke tilbage, da hun glemmer alt om din webshop.
For motivation, kan du følge mig på instagram @hafsafarooqx2
For motivation, kan du følge mig på instagram @hafsafarooqx2
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]]>Is your web store user friendly? Is your design nice to look at? – Does it make your customers want to buy or does it scare them away? Is it easy or a whole maze they have to go trough?
The questions above are critical for every web store owner to ask.
It doesn’t matter if your target-market is B2B, B2C or B2G. – Usability and design means a lot! If you don’t care you can just stop reading… and continue to loose customers.
Of course there are different levels of usability in the different markets but my focus is on the B2C-market because I have most experience on this.
Design
I see so many web shops, big and small – they have really old designs and look really cheap. Some are even filled with advertisements from other stores. These web shops are creating a great uncertainty with the customer and are therefore sending the customers away.
Why do you have a web shop if you don’t want to put down €600 – €2,000 to get a better design for higher conversion? It is not even that much money.
It’s like walking into a store and immediately tripping over something because there is stuff all over the place… and right after finding products that don’t belong in the store.
Usability
So many web shops are centuries behind on usability. Have you ever tried to make an test-order trough your web shop? – Here are some questions you should ask yourself: Is it easy to navigate in? How many steps are there before and order is placed? Is the process complicated? Is it easy to put things in the basket? Can others do what you can in your web shop?
It is really good to use people from the outside to try the website and then get feedback from them, on what works and what doesn’t.
One-page-checkout
… is just genius. From the basket-list, the customer clicks on the checkout button and has to fill out her information, fill in payment method information, choose shipping and complete the order. – Everything gathered on one page.
Why would you want your customer to click 4/5 times more? And it’s not like there is much on the pages, when you use the regular check-out process. – It’s just a waste of your customers time.
Credit cards
Be sure to accept all credit cards. Yes, it is a bit expensive but you wont loose so many customers. – Look at it like this: A customer has filled up her basket and she is now at the checkout-page. She just has to pay but you don’t accept her credit card. – You just lost a customer more.
In my webshop, most cutomers pay with dankort, which is the danish credit card. A small percent of the customers pay with American Express. Guess what? The orders paid by American Express are the biggest. – It’s one of the most important things to have in a web shop.
Advertisements
Advertisements from other web shops or the like is absolutely a no-go in a web shop! First thing is that it looks really ugly and two, you will be sending customers away. Yes, the one who was just about to buy something or register to your newsletter. That customer will you be sending to another shop and don’t think she will be back. She wont.
For motivational quotes you can follow me on Instagram @HafsafarooqX2
Design
I see so many web shops, big and small – they have really old designs and look really cheap. Some are even filled with advertisements from other stores. These web shops are creating a great uncertainty with the customer and are therefore sending the customers away.
Why do you have a web shop if you don’t want to put down €600 – €2,000 to get a better design for higher conversion? It is not even that much money.
It’s like walking into a store and immediately tripping over something because there is stuff all over the place… and right after finding products that don’t belong in the store.
Usability
So many web shops are centuries behind on usability. Have you ever tried to make an test-order trough your web shop? – Here are some questions you should ask yourself: Is it easy to navigate in? How many steps are there before and order is placed? Is the process complicated? Is it easy to put things in the basket? Can others do what you can in your web shop?
It is really good to use people from the outside to try the website and then get feedback from them, on what works and what doesn’t.
One-page-checkout
… is just genius. From the basket-list, the customer clicks on the checkout button and has to fill out her information, fill in payment method information, choose shipping and complete the order. – Everything gathered on one page.
Why would you want your customer to click 4/5 times more? And it’s not like there is much on the pages, when you use the regular check-out process. – It’s just a waste of your customers time.
Credit cards
Be sure to accept all credit cards. Yes, it is a bit expensive but you wont loose so many customers. – Look at it like this: A customer has filled up her basket and she is now at the checkout-page. She just has to pay but you don’t accept her credit card. – You just lost a customer more.
In my webshop, most cutomers pay with dankort, which is the danish credit card. A small percent of the customers pay with American Express. Guess what? The orders paid by American Express are the biggest. – It’s one of the most important things to have in a web shop.
Advertisements
Advertisements from other web shops or the like is absolutely a no-go in a web shop! First thing is that it looks really ugly and two, you will be sending customers away. Yes, the one who was just about to buy something or register to your newsletter. That customer will you be sending to another shop and don’t think she will be back. She wont.
For motivational quotes you can follow me on Instagram @HafsafarooqX2
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]]>The post THE BEST CUSTOMER SERVICE IS INDISPENSABLE IN YOUR WEB SHOP! appeared first on Hafsah Fatimah bint Farooq.
]]>Customer service
It has been important for X2Nails to have the best customer service, almost from the start. In the beginning we made a lot of mistakes regarding customer service, but gradually we have improved it a lot. In the last time, when a customer has been in contact with X2Nails costumer service, the customer always praises us.
Know your customers needs
I do a lot of online shopping, which I have done in many years. It has given me a good understanding for what good customer service is.
I do a lot of online shopping, which I have done in many years. It has given me a good understanding for what good customer service is.
When I shop online, there have been times where I have though “How can I implement this at X2Nails?” other times I have thought “I am nevercoming back here again.”
Very often you have to “be” the customer. Ask questions as “How would I react if the company said that to me?”, “How would I want this problem solved?”, “Would I like it if someone said that to me?” and so on.
If you are not good at thinking like the customer, you should know someone who is.
Availability
Make it as easy for the customer to reach customer service. Place contact information, contact box, chats and the like, where the customer looks. I really hate the web shops where you have to click a number of times just to find their mail. If it is not on the site I am on, I always get so annoyed that I leave the website. The contact information should at least be in the bottom frame and as a link in the header.
Q&A site
A question and answer site is as gold. Many customers have the same questions and they almost always looks for a Q&A site, before they choose to contact the company. It should always be easy to find and remember to update it regularly.
Be fast
If a customer contacts you, you have to get to work immediately. The customer is first priority! You probably think that your time is worth more, but if you want the customer to make a purchase in your web shop, you must help her immediately. Your customer is busy so you have to be ready, otherwise she can easily find other alternatives.
I have a really good example from X2Nails. I woke up a little late in the weekend because I was feeling a little sick. I was eating breakfast when I got a mail from a customer. The evening before, she had ordered some products including a nail polish, which she wanted to exchange for another nail polish. In approximately 25 minutes I had done all the work and answered her back. She was so happy that she wrote a fantastic review and began to follow X2Nails on Instagram and Facebook. You can read the review here.
Send guides
If there are products that the customers have many questions about, then make easy guides for them. Put them on the product sites and send them with the customer’s order.
When the glow in the dark nail polish and crackle nail polish was completely new, there were numerous customers who asked about how the products worked. First I made product guides and put them on the product sites but there were still a lot of customer who just could not figure out how to use them. So I improved the guides and began to send them with the orders. The customers are really happy about that.
Write a message
The customers love to get a short personal message from the web shop with her order. It might save a bad day and she will feel appreciated.
Write blog posts, make videos, know your product
For example if your products durability depends on how the customer uses the products, it would be a good idea to write a guided to-do list. As an example you can see my blog post about how you get nail polish to last longer or how to care for your nails, there is also a video tutorial for the last one. To make these it is incredibly important that you know your product. Your business image depends on it.
Customer convenience
How does the customer prefer to contact your company and what is possible? If your company is small it might be hard to be on a lot of platforms. X2Nails uses telephone, text, mail and chat support.
If one customer have it easier by contacting you on facebook or Instagram, then do it.
Returns
Is it easy for your customer to return her purchased products? Although X2Nails rarely gets any returns, there are a lot of customers who checks out their return rights before they place an order. Make it as easy as possible. It is especially important if it is a gift. There has to be a minimum of two links on each site and it should be completely clear how many days the customer has to make a return. The return site is easy to understand and the return form is clear and easy to understand.
In stock / sold out
Is the product in stock? The customer hates, when she needs the product and have to wait for the web shop to get the product back in stock. It is one of those things that makes the customer very annoyed. She will most likely cancel the order and she will defiantly never come back.
Is it a product that is very popular and you have not been fast enough to order a new batch, it is a good idea to let the product be active and write “Out of stock, available again in 14 days.”
It is incredibly important that your stock system is up-to-date with your inventory. If it says on the product site that the product is in stock, your customer expects to receive it within a few days.
Is it a product that is very popular and you have not been fast enough to order a new batch, it is a good idea to let the product be active and write “Out of stock, available again in 14 days.”
It is incredibly important that your stock system is up-to-date with your inventory. If it says on the product site that the product is in stock, your customer expects to receive it within a few days.
Flexible shipping
Make sure that the shipping price is as clear as possible. This includes price, shipping time and shipping method. At X2Nails we have eight different shipping methods. The customer can choose whatever method she thinks is best for her. The customers are very different and they want as much customizing as possible.
No hidden charges
Alright, so your customer is on the payment site and is filling out her information, where she sees that she has to pay extra credit card charges. It is small a charge, typically between 0.5 DKK and 10 DKK. Do you know what most of you customers chooses to do? They leave the site and finds another web shop.
Many customers also experience that they are putting products in their baskets, but there are no shipping costs showing. The thing is that your customer automatically will think that the shipping is free. She will get to the payment site and there she will see that she has to pay 50 DKK extra for shipping. Guess what she does.
Many customers also experience that they are putting products in their baskets, but there are no shipping costs showing. The thing is that your customer automatically will think that the shipping is free. She will get to the payment site and there she will see that she has to pay 50 DKK extra for shipping. Guess what she does.
Delivery time
Make sure that the delivery time is as clear as possible. That way your customer will know when she will receive her order. If your web shop has flexible shipping, it is extra important that your customer exactly knows what her choice means for the delivery time.
Vacation
If you have a small web shop and you choose to ”close” it for a week for vacation, it is very important that you write it clearly on all sites, that the web shop is closed and all orders will be sent on date xx of xx. It is also a very good idea to be reachable, even if you are on vacation.
Admit mistakes
Have your web shop made a mistake then it is a great idea to admit the mistake and apologize as soon as possible. Right after the apology, you should give the customer two or three reasonable proposals. Always remember that is was your web shops fault. The customer will out of pity typically choose the best solution for both parties.
Constant improvement
The improvement of customer service must be constant. It can always be better, especially in a time when everything is getting more advanced so fast. The time changes and your customers change.
It does not matter if the company is big or small the customer service needs to be at its best.
I hope you can use if not all then some of it to improve your customer service. 
You can contact me on LinkedIn.
PS. To the web shops I have shopped in before and I have not come back, I really hope that you will read this.
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]]>Kundeservice
Næsten helt fra starten af, har det været vigtigt for X2Nails at have den bedste kundeservice. I starten har vi begået en del fejl med hensyn til kundeservicen, men efterhånden er den blevet meget bedre. Det sidste stykke tid, når en kunde har været i kontakt med X2Nails kundeservice, modtager vi altid ros fra kunden.
Kend kundens behov
Jeg handler selv meget på internettet, hvilket jeg har gjort i mange år og det har givet mig en god forståelse af hvad god kundeservice er.
Der er nogle gange, når jeg har handlet, hvor jeg har tænkt, “Hvordan kan jeg implementere det hos X2Nails?” andre gange har jeg følt som om jeg lige er blevet frarøvet mine penge og spildt min tid, hvor jeg så har tænkt “Her skal jeg ihvertfald aldrig handle igen.”
Det handler meget om at “spille” kunden, altså stil spørgsmål som “Hvordan vil jeg selv reagere, hvis virksomheden sagde sådan til mig?”, “Hvordan ville jeg helst have dette problem blev løst?”, “Vil jeg selv bryde mig om det?” osv.
Hvis du ikke selv er god til at tænke som kunden, bør du kende en, som du altid lige kan hive i ørerne og spørge til råds.
Tilgængelighed
Gør det så nemt for kunden at fange dig som muligt. Placer kontakt informationer, kontakt boks, chats og lignende, steder hvor kunden kigger. Jeg hader de webshops, hvor man skal klikke flere gange bare for at finde deres mail. Jeg bliver vildt irriteret og smutter fra siden, hvis ikke det står på den side, hvor jeg er på. Et minimus krav er informationerne i bundrammen, samt et link i headeren.
Spørgsmål og svar
En spørgsmål og svarside er guld hver. Mange af kunderne har de samme spørgsmål og de leder typisk efter sådan en, før de vælger at kontakte virksomheden. Den skal også være så nem så muligt at finde. Husk at opdatere den løbende.
Hver hurtig
Kontakter kunden dig, skal du i sving med det samme. Kunden er første prioritet! Du tror nok at din tid er mere værd, men skal kunden købe noget i din webshop, skal hun have hjælp med det samme. Din kunde har travlt, så du skal bare være klar, ellers kan hun let finde andre alternativer.
Jeg har et rigtig godt eksempel fra X2Nails. Jeg havde ikke haft det så godt, så jeg kom lidt sent ud af sengen og sad og spiste morgenmad, da jeg fik en mail fra en kunde. Hun havde aftenen inden bestilt nogle produkter heriblandt en neglelak, som hun gerne ville bytte til en anden. Der gik ca. 25 minutter også havde jeg ordnet det hele og svaret hende tilbage. Hun blev så glad, at hun skrev en fantastisk anmeldelse, samt begyndte at følge X2Nails på Instagram og Facebook. Du kan læse anmeldelsen ved at klikke her.
Send vejledninger
Er der produkter kunderne har mange spørgsmål til, så lav vejledninger til dem. Sæt dem op på produktsiderne og send dem med kundens ordre.
Da selvlysende neglelak og crackle neglelak var helt nyt, kom der utroligt mange henvendelser om hvordan de to produkter virker. Først lavede jeg vejledninger og satte dem på produktsiderne, men der var stadig kunder der ikke kunne finde ud af at bruge nogle produkterne. Så jeg forbedrede vejledningerne og begyndte at sende dem med kundens ordre. Det er kunderne virkelig glade for.
Skriv en hilsen
Kunden elsker at få en kort personlig hilsen fra webshoppen, når hun modtager sin ordre. Det kan redde en måske dårlig dag og hun føler sig værdsat.
Skriv indlæg, lav videoer, kend dit produkt
Er dit produkts holdbarhed for eksempel afhængig af hvordan kunden bruger produktet, er det en rigtig god ide at lave dybdegående to-do lister, se for eksempel mit indlæg om hvordan neglelak holder længere eller hvordan man plejer sine negle, hvor der også er lavet en video til. For at kunne lave disse, er det utroligt vigtigt at du kender dit produkt. Din virksomheds image afhænger af det.
Bekvemmelighed for kunden
Hvordan foretrækker kunden at kontakte din virksomhed og hvad kan lade sig gøre? Er din virksomhed lille, kan det være svært at anvende en hel masse platforme. X2Nails har telefon, SMS, mail og chat support. Har kunden det lettere ved, at være i kontakt med virksomheden over Facebook eller Instagram, så gør det.
Retur
Er det nemt for kunden at returnere sine varer? Selvom X2Nails sjældent får varer retur, er der rigtig mange der tjekker deres retur rettigheder, inden de placere deres ordre. Gør den så enkel og præcis som muligt. Er det en gave, er det især vigtigt. Flere links på siderne og information som for eksempel “30 dages fuld returret”. Retursiden er let at forstå og returblanketten er overskuelig og skal bare udfyldes.
På lager/udsolgt
Er varen på lager? Kunden hader, når hun skal bruge varen og skal vente på at forretningen får det på lager igen. Det er en af de ting, der gør kunden meget irriteret, hvor hun kan vælge at annullere ordren og hun kommer stensikkert aldrig igen. Er det en varer, der er meget eftertragtet og du ikke har været hurtigt nok til at bestille et nyt parti hjem, er det en god idé at lade produktet være aktivt og eventuelt skrive “Udsolgt, på lager igen om 14 dage.”
Det er utroligt vigtigt, at dit lagersystem fungere og er up-to-date med din lagerbeholdning. Er varerne på lager, forventer din kunde at modtage sin ordre indenfor et par dage.
Fleksibel fragt
Gør fragten så tydeligt som muligt. Pris, leveringstid og fragt form, skal være helt klar. X2Nails har selv otte forskellige leveringstemoder, som kunden kan vælge mellem. Kunder er meget forskellige og ønsker mest muligt tilpasning.
Ingen skjulte gebyrer
Okay, så din kunde er kommet til betalingsiden og er ved at udfylde sine kortoplysninger også står der kortgebyrer på. Det er mindre gebyrer, typisk mellem 0,5 kr. til 10 kr. Ved du hvad de fleste af dine kunder vælger at gøre? De afbryder købet og finder en anden webshop.
Mange oplever også at de putter varer i deres kurv, men der kommer ingen pris for fragt og det står ikke tydeligt andre steder, hvor meget det koster. Her går din kunde automatisk udfra, at fragten er gratis, lige indtil hun kommer ind på betalingsiden og ser, at der er blevet lagt 50 kr. fragt oveni. Kan du gætte hvad hun gør?
Leveringstid
Gør leveringstiden så tydelig som mulig, så kunden er helt klar over, hvornår hun modtager sin ordre. Har din webshop fleksibel fragt, er det ekstra vigtigt at kunden ved præcist, hvad hendes valg betyder for leveringstiden.
Ferie
Har du en lille webshop og du vælger at “lukke” den en uge for, at holde ferie er det ultra vigtigt, at du du skriver tydeligt på alle sider, at webshoppen er lukket og ordre ikke afsendes inden d. xx/xx. Det er også vigtigt at være tilgængelig, så kunden kan få fat på dig, selvom du ikke er tilstede.
Indrøm fejl
Har din webshop begået en fejl, er det en rigtig god idé at indrømme fejlen og undskylde, så hurtigt som muligt. Lige efter undskyldningen, skal du komme med to til tre rimelige forsalg for kunden. Husk at det er webshoppens fejl og ikke kundens. Kunden får typisk medlidenhed med dig og vælger den lette løsning for jer begge.
Konstant forbedring
Forbedring af kundeservice skal være konstant. Den kan altid blive bedre, især i en tid, hvor alt bliver mere avanceret og det hele går så hurtigt. Tiden ændre sig og dine kunder ændre sig.
Stor eller lille virksomhed, kundeservice skal bare være i top!
Jeg håber du kan bruge det til at forbedre kundeservicen i din webshop.
Du kan fange mig på LinkedIn.
Jeg håber du kan bruge det til at forbedre kundeservicen i din webshop.
Du kan fange mig på LinkedIn.
PS. Til webshops jeg har handlet hos tidligere og jeg ikke er kommet tilbage, jeg håber i læser dette.
The post DEN BEDSTE KUNDESERVICE ER UUNDVÆRLIG I DIN WEBSHOP! appeared first on Hafsah Fatimah bint Farooq.
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