let's talk

6 Best Practices to Scale Your eCommerce Business

Thank you! We send you a PDF file

Share:

6 min read

Seeing stable cash flows and decent profit margins is extremely rewarding after spending months building an eCommerce business.

But eventually, the business starts growing faster than you can keep up with. Soon, you’re right back to working around the clock.

You can follow several best practices to avoid these growing pains while reaping the full benefits of a fast-growing eCommerce business. Learn more about these tactics below.

6 Best Practices For Scaling

Understand Your Customer Journey

The customer’s journey is the sum of experiences customers go through in interactions with your brand.

There are five stages to the customer’s journey.

Awareness

Your customer gains awareness of your brand through various channels — both traditional and digital, as well as word-of-mouth. Making your customers aware of their problems and your solutions is essential.

Consideration

Here, the customer realizes they have a problem your product solves. The customer weighs the product’s benefits against the cost of not buying and compares you to the competition. Sell your product by demonstrating your brand’s USP and your product’s advantages.

Decision

The decision stage is when your customer buys your product or service. Excellent customer service facilitates a smooth decision stage.

Retention

Selling doesn’t stop after the sale.

During the retention phase, the customer uses the product to solve their problem. They may look for help through customer service channels, online searches, or a community of product users/owners.

Strong customer service is vital here. It keeps your customer around for repeat purchases and moves them into the last stage.

Additionally, you can use customer feedback to improve your product lifecycle management by creating new features or entirely products that address any negative customer feedback.

The support team needs to know how to communicate with customers and understand their intentions so that, at the very end, they are delighted with the interaction and are more likely to come back.

Advocacy

In this stage, your customer tells others about your brand. What they say depends on how well your product helped your customer and how on-point your customer service is.

Knowing where customers are in their buyer’s journeys helps tailor your digital marketing message to each customer. For example, you wouldn’t push urgency on a customer that’s still in the awareness phase.

This helps you scale because you can create and test new marketing campaigns with ease. You can then hire employees or contractors to develop campaigns so you can focus on scaling.

Update Your Web Design

A well-designed website makes it easy to scale because customers enjoy landing on and looking around it.

Your website should be attractive and reflect your branding well. Use your brand’s color scheme, and make sure your logo is near the top.

Other than that, keep things simple but informative and compelling. Make sure your web design is lightweight and fast and that it doesn’t have distracting elements that turn visitors away.

Also, make sure to include a section with reviews or testimonials. Around 90% of customers read reviews before making a purchase, and including just one review can boost conversions by up to 3.5 times.

That said, it’s easy to put more reviews like Ketoned Bodies does on its homepage with a slider.

(Image Source)

More social proof on your website means you’ll address more potential concerns and overcome buying resistance for more customers.

Improve Your UX

One of the most crucial web design elements is good User Experience (UX) — how your customer experiences and feels about your brand.

In short, the best UX isn’t noticeable because everything works how it should. On the other hand, a small UX flaw can turn into considerable frustration that drives a significant number of customers away.

Zen Maid, a maid service scheduling software, offers a fantastic example of good UX. It uses an attractive color scheme and keeps the copy concise yet compelling.

(Image Source)

You’ll also notice the use of video throughout the page to offer multiple ways to consume content. Putting quality videos on your site is an excellent way to improve UX and boost conversions since nearly 50% of customers want to see a product video before buying.

(Image Source)

Make sure to focus on quality video production when re-upping your UX. Highlight the benefits of the product or service and show it in action.

Notice how there are also several CTAs located throughout the page. Sprinkling CTAs around the site gives your prospects ample opportunity to buy.

(Image Source)

You can also use dedicated contact forms that not only make it easy to contact your company but also help with building brand awareness.

UX is an area that you should continuously monitor and improve. You can always make your website a little easier to use — constant improvement keeps you ahead of competitors.

Boost Organic Traffic and Optimize For SEO

Reaching the #1 spot on search engines brings you an influx of warm, qualified traffic on autopilot.

After all, customers trust high rankings in search engines. In fact, the #1 spot in Google gets a 31.7% CTR on average.

These days, SEO isn’t just about keyword-stuffing — Google will penalize for keyword stuffing.

Instead, good SEO involves writing for both the search engines and the consumer. To do that, you must write an informative copy that describes your brand product with a few natural uses of the keywords you’re targeting.

Look at LFA Capsule Fillers for an example of an eCommerce company that does this well. Its home page has plenty of helpful copy explaining the company and the products and contains the keywords they’re targeting without being “salesy.”

eCommerce businesses must strive for optimized product copy & optimized images on every product listing to reach high rankings. Each listing should contain a few natural uses of your keyword and be compelling and informative enough to get users to click.

Implement an Automation Strategy

Scaling is merely doing more work in the same amount of time.

The key to getting more done without expanding the numbers of hours in a day is to automate away as many tasks as possible.

Some areas that could use automation include the following.

  • Customer service: Discussed in the next section.
  • Marketing: Email marketing (cart abandonment, lead magnet signup autoresponder, etc.) and social media marketing (auto-posting) are just two marketing areas where automation can happen.
  • Support: Use contextual automated workflows that send responses to customer queries about products or services.
  • Review collection: Again, you can use automated emails to ask for reviews post-purchase.
  • Negative review management: Use software that lets you identify negative reviews automatically. Then, you can reach out to remedy the issue.
  • Vendor and supplier onboarding: Iron out your vendor and supplier onboarding process, then automate certain aspects to save time.

Take Your Customer Support to the Next Level

You’ve heard that repeat customers are less expensive than new customers. To retain customers, you need to step up your customer support in every step of the purchase process.

Automation again plays a part here. You only have so many customer support agents available (and only for a limited time each day) — automation fills the gaps where more agents can’t.

One way to automate customer service is to use chatbots. When your prospect lands on your homepage, these chatbots pop up to assist.

Chatbots can increase customer retention, as they’re available 24/7 and can serve several people at once. They’re smart, able to answer customer questions or direct them to the right place if not.

Go beyond the default chatbot icon, though. Using a picture of a human in the chatbot, as GoAura does, humanizes the chatbot and builds bonds with customers.

(Image Source)

The image of a person makes the chatbot seem like a human, even if it isn’t.

Another way to enhance customer service — especially when your customer first comes across your brand — is to do the product comparison work for them.

Somnifix, for example, does this with its quiz. Customers answer a few questions, then Somnifix recommends them a product based on their answers.

The gamification aspect personalizes the process, gets the customer to participate, and adds a little fun, all of which are potent ingredients for making more sales.

(Image source)

Smooth, successful eCommerce scaling

Scaling your eCommerce business will take some hard work. You’ll have to spend extra time working on activities that don’t immediately generate revenue.

Think of the long game, though. By following these best practices, you’re developing some of the infrastructure necessary for smooth eCommerce growth. Over time, you should see consistent growth in sales and revenue relative to costs.

_________________

This is post was written by Gene Tanner. He has been tagged an e-Commerce guru for his contributions to 50+ businesses, leading them from stage zero to peak performance. He helps in product sourcing, competitor analysis & marketing.

Do you like our article?

Article rating 0 / 5. Reviews: 0

Posted by

Max Babych

Max Babych

I am CEO of SpdLoad

I launched SpdLoad almost 7 years ago and now it has 20+ successful products in SaaS and Marketplace industry and several own products. I am an expert in Marketing, Lean Methodology and Customer Development approach.

Leave a Reply

Your email address will not be published. Required fields are marked *

Recommended posts

How to Develop a Telemedicine App in 2021 and Don’t Drop the Ball?

How to Develop a Telemedicine App in 2021 and Don’t Drop the Ball?

The pandemic of COVID-19 has propelled the digital health system. Healthcare organizations wish to provide patients with medical care from a long…

read more
Choosing App Development Company [Actionable Guide for a Startup]

Choosing App Development Company [Actionable Guide for a Startup]

There are 1.96 million applications on the App Store and 2.87 million on Google Play Store. Also, mobile applications may generate $935…

read more
How to Create a Web Application: In-Depth Guide About Development Process

How to Create a Web Application: In-Depth Guide About Development Process

Web application development presents a novel approach to work creating dynamic web pages. As a modern approach to create efficient digital solutions,…

read more
How Long Does It Take To Create an Application? We Explain with a Concrete Example

How Long Does It Take To Create an Application? We Explain with a Concrete Example

What do you do when you need an app? You just go to the respective application market and download it. Easy, right? …

read more
The Development of Application for On-Demand Delivery: Reasons, Process, Costs [for Founders]

The Development of Application for On-Demand Delivery: Reasons, Process, Costs [for Founders]

Are you a beginner in the startup world looking to build an on-demand delivery app? Do not worry! We are here with…

read more
Web App Ideas That Will Inspire You in 2021

Web App Ideas That Will Inspire You in 2021

The Progressive Web Application (PWA) market size is expected to touch $10.44 billion by the year 2027 at a CAGR of 13.4%….

read more
How to Build a Sales Team for Your Startup

How to Build a Sales Team for Your Startup

Getting your startup off the ground is an exciting experience. Between launching your product, getting your branding ironed out, and seeing your…

read more
Why Is User Experience a More Important Ranking Factor Than You Think

Why Is User Experience a More Important Ranking Factor Than You Think

Google is always looking for ways to add more value to the end-user. It’s why it created its ranking factors: So that…

read more
4 Tech Trends That Will Influence Remote Work in 2021

4 Tech Trends That Will Influence Remote Work in 2021

In 2018, the World Economic Forum predicted that by 2022, companies will decentralize operations, hire more contractors for specialized roles, and employ…

read more