RedSeer’ research of 50,000+ customers and sellers over the last 1 year has uncovered the key success levers that e-tailers need to pull to have high stakeholder satisfaction during the festive season. As per the research, customers want the e-tailers to focus on the below aspects-
- Customers have suffered in the past due to a less than optimum customer support and delivery experience- they have high expectations this time around
- High discount on important exclusives and other SKUs is crucial, coupled with a smooth app experience. Especially in the payments and checkout process
Seller’s needs, on the other hand, are focused on reliability and clarity. As such they are looking for a simple logistics process and seller panel interface, coupled with a fast and reliable package pickup and payment process.
Commenting on the success levers of this year’s sales- Anil Kumar, Founder, and CEO, RedSeer Consulting, says- “ It is absolutely imperative for e-tailers to get the customer and seller experience 100% right this time around. This is especially important on the customer side, as thousands of first-time internet users driven by Jio effect will shop online this season. And it is crucial to delight them in order to make them stick to online shopping in future”