Satisfying customer needs is the main task of all fields in the Internet era. Only by satisfying customer needs can we gain recognition, survive and develop. In today’s ever-changing cross-border e-commerce environment, customer service should also be upgraded around the updated cross-border e-commerce customer needs. E-commerce sellers need to focus on building customer stickiness and loyalty.
1. Upgrading customer needs: pursuing quality and experience
Customer needs cannot always remain at the same level. In today’s rapid development of cross-border e-commerce, cross-border e-commerce customers’ requirements for product quality and service quality will only become higher and higher.
(1) Quality: Customers have upgraded from pursuing low prices for cross-border goods to pursuing quality.
(2) Experience: Experience is included in the entire cross-border e-commerce shopping process. The most important factor that reflects customer feelings is time, and customers are more sensitive to time than price.
2. Upgrading cross-border customer service: Striving to cultivate customer stickiness and loyalty
Cross-border e-commerce customer needs are gradually upgrading. In the future, cross-border e-commerce services must deeply cultivate customer stickiness and loyalty from aspects such as model, product selection, and conversion rate.
(1) Product selection: from “what can be sold” to “what customers want to buy”
At present, due to restrictions in terms of funding, platform influence, and policies, many cross-border e-commerce websites focus mainly on “what can be sold”. However, it is difficult to generate customer stickiness based on product selection at this level. In the future, each platform needs to select products based on the needs of its core customers.
(2) Model: There is no absolute good or bad, the key is that it cannot be replaced
At present, many cross-border import retail e-commerce websites have homogeneity problems in product selection, website design, and services. In the future, the model is not the most critical, and each company should focus on creating a unique product experience that cannot be replaced.
(3) Conversion rate: from “sea” to “shopping”, returning to the essence of retail
In the early days of cross-border e-commerce development, most of them focused on “sea” and invested a lot of money in cross-border layout, but the development direction was relatively confused. In the future, each e-commerce seller needs to accurately grasp customer needs, comprehensively consider customer acquisition channels and costs, and improve conversion rates to reduce unnecessary costs and enable sustainable business development.
Customer needs determine what a company should do. It is meaningful to carry out customer service around the business of customer needs. For cross-border e-commerce sellers, under the new situation, they should focus more on customer needs, so that they can stand out from many competitors and make a career.