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Customer Experience on Marketplaces in 2022- How to Win over Marketplaces

By 15. July 2022January 13th, 2023No Comments
Customer Experience on Marketplaces in 2022

In order to be successful in e-commerce in the long term, it is becoming increasingly important to constantly optimize the customer experience on the various online marketplaces. The companies that are successful are those that are accessible to potential customers on many channels and accompany them along the customer journey. An outstanding customer experience on marketplaces in 2022 can represent the important difference between a company and its competitors and thus have a lasting impact on its economic success. 

Customer experience describes the sum of all experiences a customer has with a product, a service or a company. These experiences can be negative or positive and have an impact on the customer’s willingness to buy. 

Online marketplaces make it possible for companies to sell their products on various online platforms and thus reach a larger target group. This has the advantage that it is more likely to attract new customers and generate more sales overall. Many companies now generate the largest revenues by selling on marketplaces, and the market continues to grow. However, marketplaces are of course where the competition hangs out. It is therefore crucial to stand out from other manufacturers and brands. Excellent customer experience is a major lever here, as customer reviews on online platforms are crucial!

The benefits of an excellent customer experience in 2022

Digitalization and the rise in e-commerce sales have led to a change in consumer behavior. More and more people and companies are buying products and services via online marketplaces. This is why it is so important for companies to be represented on various marketplaces. In this context, the cost-income ratio is exceptionally good, because the costs of presentation on various marketplaces are relatively low. In contrast, the expected turnover is rather high, since a considerably larger target group can be reached. Provided that one manages to differentiate oneself from the competition!

In addition to the good cost-income ratio and the larger target group, marketplaces combined with optimal customer experience will have the advantage in 2022 of increasing the willingness of potential customers to buy. If your products are represented on well-known platforms such as Amazon or Ebay, customers tend to have more confidence in the products presented. Since such platforms usually check the quality of retailers and products, customers can assume that they will receive a convincing product.

Another important benefit of a good customer experience in 2022 is that customer satisfaction increases. This has many benefits, because satisfied customers are more likely to buy again and are willing to pay higher prices. In addition, good feedback on the various marketplaces means that undecided customers end up choosing your product after all.

How to achieve an outstanding customer experience on marketplaces in 2022

There are many ways to specifically increase customer satisfaction on marketplaces. These include various adjustments to your product pages, well-trained and friendly customer service, and responding to feedback and customer requests, for example. Which measures achieve the most effective results varies from company to company. It is therefore also helpful to analyze the customer journey to identify any errors or unnecessary processes.

Detailed and comprehensive product pages on marketplaces

Since your product page is where you sell products, this page should be as confidence-inspiring and convincing to potential customers as possible. A clear and informative product description, easily accessible variations of a product, or professional and high-resolution product photos with a zoom feature can help increase a customer’s willingness to buy. Additionally, a highly visible price and an eye-catching buy button can lead customers to decide to make a purchase.

Should you sell niche products, you will particularly benefit from having products on different marketplaces and the increased reach this provides. This is because the large online marketplaces make it more likely that customers will search for certain niche products on such an online marketplace. If customers then unexpectedly find one of your niche products, the probability of purchase is relatively high.

Take customer service seriously even on marketplaces

Among other things, friendly customer service ensures that your customer perceives the customer journey more positively and increases the chance of a repeat purchase. Well-trained customer service staff and fast and friendly help with problems can set you apart from your competitors and give you the decisive economic advantage. Therefore, make sure to provide your customers with professional customer service. Review Management by gominga can easily help you with this, if you are servicing a large number of different online stores and marketplaces!

Customer Experience as a unique selling proposition

Especially in industries with strong competition, it is important to have a unique selling proposition that fulfills a customer need. With an optimal customer experience, you can stand out from your competition and give the customer real added value. This also increases the perceived value of your product and service. An excellent Customer Experience in 2022 is more important than ever.

Once you’ve convinced a customer of your product and service, it’s highly likely that customer will remain a loyal buyer of your products. If a customer is exceptionally convinced and satisfied with a company’s products and service, they may tell other potential customers about the company. This can sustainably increase a company’s sales and thus lead to long-term business success.

Conclusion on the customer experience in marketplaces in 2022

When companies invest in their customer experience on marketplaces, this increases customer satisfaction and thus ensures the economic success of a company in the long term. Investing in professional customer service and a convincing product site is worthwhile for all companies that want to establish themselves as a successful brand in e-commerce. 

Especially due to the ever-increasing sales in e-commerce and the large share of the total market, companies should try to gain as many satisfied customers as possible. This is the only way for a company to prevail over the competition in the future.

For more on the topic of marketplaces in 2022: Our brand-new study “The Marketplace World 2022“.

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