As a brand or manufacturer who is selling through multiple channels this is not an easy job! To constantly monitor all eCommerce touch points and view thousands of product detail pages manually, is an impossible job. Software that does eCommerce touch-point monitoring and analysis for you, uncovers data-driven insights and opportunities to improve customer experience on all channels, and drive indirect online store sale's up.
In this article we give you 5 ways how to improve the customer experience and what metrics are useful to monitor.
If you do not have time to read the full blog you can also check out the slide share presentation about why monitoring your brands' products is useful to improve customer experience:
Do you want to find market opportunities for new products in order to keep your customers interest? Or if you are already selling a product, find out who your direct competitors are to differentiate and stay ahead? Monitor competitors within a certain online product category that you are active in (or might want to get active in future).
In order to deliver a great customer experience you have to differentiate from and stay ahead of competitors. The following metrics can be useful to monitor:
Do you want to get answers about your competitors and the markets they are active in? Find out if we already monitor your brand!
Do we monitor your brand?
There could be a variety of reasons to return a product, such as a mismatch between expectations and reality, late delivery, damaged product, or even because the customer found a cheaper alternative elsewhere. Did you know that 22% of online returns are due to the product being substantially different in appearance than was advertised online? This is definitelynot conducive to your customer experience.
Prevention is better than cure! In order to prevent product returns the following metrics can be useful to monitor:
Do you want to reduce product returns?
You might use a PIM system to centralize all your products' content at one place, but this doesn't assure that product content is shown correct and complete at your resellers product detail pages.
Complete and correct product content:
In order to take control of product content on all indirect sales channels, the following metrics are useful to monitor:
You can find more detailed info about the Digital Content Completeness score (DCC score) here.
Since no one can buy your products if they can’t find them or if they are not available, it is important to keep your brands'present consistent on all indirect sales channels to keep customer experience high.
In order to improve your products' and brands' visibility, the following metrics are useful to monitor:
Building and preserving a fair and transparent relationship with channel partners will indirectly improve customer experience. This is because you are all working towards the same goal: making and keeping the customer happy!
As a manufacturer or brand, it is tough to find a balance between own eCommerce stores and wholesalers and retailers and to avoid channel conflicts. Your products are likely sold across a wide variety of channels—not all authorized or part of a formal distribution channel (grey market).
Online Shelf Monitoring can help your team save hours of time looking through eCommerce sites to see who is reselling your products, if they are authorized vendors.
By moving from guesswork towards data-driven conclusions and improvements, you can create joined effort to keep growing together with your resellers and partners, continuously. This makes cooperation with partners more pleasant and increases return on investments for both sides.
A pure win-win situation!
Curious if your brand is already in our database? SiteLucent monitors over 1 million PDPs per day and over 20.000 different brands. Scan your brand now!