Improve Buyer Experience With Better Communication

A recent study shows "word of mouth" may not be king-of-the-hill when it comes to buyer decisions.

December 12, 2006
Found in: Articles : News : Web Site Marketing & Strategy :

Good Experiences Yield Repeat Buyers

Buyers want to be in the loop. They want to know what is happening, what's the status, and what to expect when making purchases. This grows with the size of the purchase price. A recent GfK Roper Consulting report showed that 83% of consumers cited "past experience with a brand as the most important factor in their purchase decision."

That's right.

Eighty-three percent.

Quality, Price, and "personal recommendations" or the ever elusive word-of-mouth coming in second, third, and fourth respectively.

A Roadmap For Improvement

Buyers have many ways of defining what exactly a "good experience" looks like. Generally speaking, responsiveness and good communication is a big part. Even if a customer has a serious problem with a product, accessible and helpful information and a vehicle to lodge their complaint with responsive attention can still yield the important "good experience."

A quality web solution can both communicate the excellent experiences of previous buyers and provide an avenue of dialogue between a disgruntled buyer and seller. The goal is to resolve the issue quickly in a manner convenient and satisfactory so the buyer walks away thinking this past experience wasn't perfect, but overall positive.

Tap Into That 83% For Serious Growth!

To see how an Enthusiast Web Solution can help your business grow by improving buyer experience, contact us or call 866-396-GOAL.