Credit is like a piece of white paper. Once it is crumpled, it will never become smooth no matter how hard you try. In the Chinese business society, integrity is important, but foreigners pay more attention to the spirit of contract, which is commonly known as the contract. With a contract, the responsibilities and interests of both parties are clarified, so things can often get twice the result with half the effort. When doing cross-border e-commerce, the seller’s product details are also a contract. We must be realistic and be sure to do what the store promises to the seller. The wrong goods are a counterexample to the spirit of the contract. The things mailed to the seller must be consistent with the described products, which is also the key to gaining the trust of buyers.
The credit evaluation system is the core of online sales. In today’s extremely fierce competition among merchants, service has become a weapon for merchants to stand out, and the most direct response is the customer’s praise. The conditions for customers to give good reviews = good customer experience + evaluation.
The conditions for a good customer experience are as follows: First, high-quality service, being able to answer questions raised by customers enthusiastically and patiently, responding to customer inquiries quickly, being familiar with the product and industry, and giving people a sense of professionalism and trustworthiness; second, fast delivery, solid packaging, and proactively helping buyers deal with logistics and after-sales issues; third, reliable products. For fragile products, product quality and packaging are equally important. Appropriate packaging can reduce the risk of product damage during transportation. After receiving the express delivery, the customer’s first impression of the product is the packaging, followed by whether the product is consistent with the description after trial use, and then giving an evaluation; fourth, surprises beyond expectations. If the seller hopes to receive more positive reviews, then both in terms of service and products, it is necessary to exceed the customer’s previous expectations. Consider giving small gifts, coupons, etc.
After meeting the above conditions, it is ultimately necessary to artificially encourage customers to give reviews. The effective methods are as follows.
(1) Reviews from old customers: Displaying good reviews from old customers on the product description page and other places can not only promote transactions, but also subconsciously guide customers to follow the crowd and give similar good reviews.
(2) Friendly reminders: While the buyer is waiting to receive the goods, you can remind them of the delivery and logistics information in the form of an in-site letter or email. You can also put a handwritten thank-you letter in the package to show customer care and remind the buyer to give a good review after receiving the goods.
(3) Launch activities such as “Write a good review and get a reward.” This activity can be said to be a common method to encourage customers to give good reviews. Buyers are informed through in-site letters or reminder cards built into the package that after receiving the goods, if they are satisfied, they can write a good review to get a reward.