E-commerce Brands vs. Customer Journey

Must Read This Post If You’re Running Your E-commerce Brand or Providing Services

As everyone knows, the e-commerce market in Pakistan is booming. Many people who run physical businesses are considering shifting their Business online, and they should. When you start a physical business, you need significant investment, and your reach is limited to specific areas with very few walk-in customers unless you are in a busy market.

However, online businesses can operate from any city in Pakistan and target customers nationwide, selling products through paid and organic marketing.

The title "Brands vs. Customer Journey" gives you an idea of what I will discuss. Whenever you start any work or business, you face challenges, and the same goes for starting an online brand. You must overcome several challenges to run a successful business.

One crucial point to remember is that almost 90% of brands in Pakistan rely heavily on pushing ads to make sales. While it makes sense to aim for high sales, a brand that doesn't prioritize the customer journey can never run a successful business. Here are a few points about the customer journey that you should note:

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Whenever you think of starting an online brand, make sure your product quality is excellent. High-quality products help you gain customer trust. Look around you; people buy iPhones or products from big brands because they do not compromise on quality. You must work hard on your product quality to build a successful business.

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When planning content for your brand, focus on selling emotions rather than just the product. Your content should evoke feelings and reflect the culture of your area. For example, have you seen Shan Masala ads? They show families coming together to enjoy delicious meals, and in the last it turns out to be a Shan Masala AD. Similarly, Food Panda recently created ads featuring real pandas, which people loved. You should aim to create content that plays with emotions, engaging customers and increasing the likelihood of them visiting your website.

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If you are a new startup, whenever a customer places an order on your website, send them a warm message via WhatsApp. For example:

"?????????? ??????, ????????????, ?????? ???????????????? ???????? ?????? ??????????. ?????? ???????? ?????????????? ???????? ?????????? ???????????? ?? ???? ?? ????????. ???? ?????? ???????? ?????? ???????????? ???? ???????? ?????? ?????????????????? ?????????????????? ???????? ??????????, ???????? ???????? ???? ??????. ???? ?????? ???????? ???? ???????? ??????."

This will significantly build customer trust, and there's a high chance your order will be delivered successfully. Ensure you have a good customer support person to manage this process efficiently.

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Every order should include a thank you card, which can have a 10% off code for the next purchase and a request for a review on your Facebook page or website. This will build your brand's authority.

Here are a few final points:

Ensure that your customer care representatives are polite and professional on calls.

Keep your exchange and refund policy smooth. If a customer doesn't like the product, allow them to return it and get a refund. This will increase your brand's worth and encourage repeat orders.

Avoid allowing open parcels before payment. If customers can open the parcel before paying, many might cancel the order. Only allow open parcels if the customer specifically requests it.

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