What do you do if your E-Commerce employees are not engaged with customers?

if my E-Commerce employees are not engaged with customers, I'll do the following: 1. I'll conduct training and development programs. 2. I'll make sure employees understand their roles and set expectations about customers' communications. 3. I'll empower them and provide them with more autonomy. 4. I'll implement incentive programs for employees who excel in customer engagement.

- Reinforce the importance of customer interaction and empathy through all exec comms and regular reminders. - Implement tools such as live chat or chatbots to facilitate real-time communication and support. - Encourage employees to proactively reach out to customers via email or social media to gather feedback and resolve issues promptly. - Incentivize and recognize exemplary customer service to motivate team members. When you foster a customer-centric culture and provide the necessary tools and support, you can reinvigorate employee engagement and enhance the overall customer experience.

To address unengaged ecommerce customer support employees, I'd focus on understanding why they are disengaged and then implement strategies to rekindle their motivation, enhance their skills, and empower them to deliver exceptional customer service. This includes ongoing training, recognition programs, and a renewed emphasis on the importance of customer satisfaction.

Imagine your team is like a group of superheroes who have forgotten some of their powers and how to talk to people they're helping. A training refresher is like a quick superhero school where they re-learn their special skills, remember how important it is to listen and talk to people nicely, and get to know all the cool gadgets (products) they have. This way, they can go back to being awesome at helping customers, making everyone happy and the team strong again.

Empowering employees goes beyond establishing a feedback loop. It requires active engagement and enabling employees to take ownership and act. Begin by setting up a robust feedback mechanism and comprehensive training. Then, elevate the process by collaborating with teams to foster a sense of empowerment; encouraging them to innovate and strategize for customer satisfaction. Actively follow up on their feedback and ideas to maintain their motivation and drive engagement. This not only boosts employee morale but also enhances customer experience and ultimately business outcomes.

In my experience gaining feedback from employees is a must. Often as leaders we loose focus on what our team are thinking and feeling. When was the last time you did a proper review? When was the last time you ran a feedback session? Once you know where issues lie you can then work to fix them. I also feel that for certain employees flexibility is key, as long as tasks are completed and we aim towards a shared goal we will all improve and be motivated.

Feedback is key! When employees regularly give feedback report on their customers, it helps them perform better on the job and helps them get the best out of their customers thereby building strong relationship with Customers.

To engage with customers, employees need to first know who their customers are. Share the key customer metrics like product views, conversions, CTR, customer demographics like age, city tier, gender, etc., and most importantly run your team through the complete customer funnel from app discovery till ratings and reviews. This will help the team in knowing their customers. Secondly, run your team through buying simulations where customers are tracked at every step of their buying journey. Lastly, during every discussion, always bring the focus to solving the customers’ problems; ask “Is this what our customer is looking for?”. It will build a customer first value in the team.

If ecommerce employees are disengaged from customers, it may be that individually they do not have the same direct exposure to customers that some of their peers do. As leaders, we can help shape this. What does your user testing look like? How is this shared with your ecommerce team? Are you routinely sharing customer feedback with your ecomm team members? How much exposure have they had to customer service? Can you offer additional training specific to customer service excellence or have them shadow on social media interactions, calls, or chats? Finally, creating opportunities for your team to collaborate with product development and marketing can increase their sense of ownership and contributes to more customer centric thinking.

That is hard. But you should assess your routines to ensure that there is available time to do so. Then, review the evaluation process to include metrics that make sure they engage with customers, like: # of customer interactions, # of problems solved and etc