{"id":15982,"date":"2024-01-12T09:00:00","date_gmt":"2024-01-12T01:00:00","guid":{"rendered":"https:\/\/blog.ninjavan.co\/en-ph\/?p=15982"},"modified":"2024-04-24T17:08:03","modified_gmt":"2024-04-24T09:08:03","slug":"customer-turnoffs","status":"publish","type":"post","link":"https:\/\/blog.ninjavan.co\/en-ph\/customer-turnoffs\/","title":{"rendered":"7 Simple (But Crucial) Things That Turn Off Customers"},"content":{"rendered":"\n

Ever wonder why customers would make inquiries, add to cart but won\u2019t push through with their purchase? You could be doing some things that turn off customers.<\/strong>  And it’s not always the obvious reasons like your price or your products.<\/p>\n\n\n\n

Attracting customers may be easy, but keeping them on your site is not. It could be the small things that you thought were okay, or weren\u2019t noticing, but are actually turning away your customers. Making them think, \u201cMaybe I\u2019ll just try another seller.\u201d<\/em><\/p>\n\n\n\n

It\u2019s not just about selling affordable items or the quality of your goods. How you provide customer service<\/strong> and other aspects of your business can be the clincher. There\u2019s more to shopper dynamics than price points and an easy checkout process.<\/p>\n\n\n\n

What\u2019s driving your customers away?<\/h2>\n\n\n
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What could be driving your customers to say sayonara? <\/em><\/figcaption><\/figure>\n<\/div>\n\n\n

You work hard coming up with strategies to attract customers to your online store. But somehow they’re not converting. <\/p>\n\n\n\n

They landed on your ecommerce site so they definitely liked what they saw, maybe from an ad you just ran or that curated Instagram post that\u2019s getting a lot of hearts.<\/p>\n\n\n\n

But if your ecommerce business has these policies, know now that they\u2019re some crucial customer turnoffs. So we recommend making changes soon.<\/p>\n\n\n\n

1. Taking too long to respond to inquiries<\/h3>\n\n\n\n

When customers inquire about your products, it means either they\u2019re deciding to buy or are ready to buy. And with so many choices before them, they won\u2019t wait long for a response. That is unless your product is unique or has very limited sellers.<\/p>\n\n\n

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Respond to customer inquiries immediately or risk losing that sale.<\/em><\/figcaption><\/figure>\n<\/div>\n\n\n

Even so, it\u2019s not good to make your customers wait. You\u2019re in the digital space where a user\u2019s attention span is down to 8 seconds<\/strong>. If they don’t hear from you soon enough, they\u2019ll move on to your competitor.<\/p>\n\n\n\n

Setting up a chatbot<\/a> on your site or social media page allows you to have prepared responses for common questions. If they need more information, make sure to tell a customer when you can get back to them with the answer.<\/p>\n\n\n\n

But again, don\u2019t take too long. Giving a response within 24 hours should be your limit.<\/strong> Answering them within the day is better. Longer than that and you\u2019re letting a potential sale slip away.<\/p>\n\n\n\n

2. Asking customers to book the shipping and delivery <\/h3>\n\n\n\n

Customers are shopping online for convenience, and they\u2019re willing to pay the shipping fee. But what customers don’t like is when you ask them to book the pickup and delivery themselves.<\/p>\n\n\n

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To some customers, asking them to book their pickup and delivery <\/em>
can be a big hassle.<\/em><\/figcaption><\/figure>\n<\/div>\n\n\n

Some may prefer this because they can choose from the cheapest delivery providers. But it can be an added hassle for many customers. <\/p>\n\n\n\n

Booking the delivery is an added service and buyers appreciate you taking on the task. They\u2019re willing to pay for this added cost because, again, it\u2019s more convenient than going out to buy the items themselves.<\/p>\n\n\n\n

Another tip:<\/strong> Some customers don\u2019t mind if your price is a little higher than the next seller but you\u2019re offering free shipping. <\/p>\n\n\n\n

If you think this could hurt your profit, offer this perk when they buy more items. Never underestimate the power of giving something for free to customers who are generous with their purchases.  <\/p>\n\n\n\n

Check out some tips on How to Win More Customers With Free Shipping<\/a>.<\/p>\n\n\n\n

3. Saying you\u2019ll take no responsibility for damaged items during shipping <\/h3>\n\n\n\n

Customers aren\u2019t inconsiderate. They understand that there\u2019s a chance their parcels might have an accident while in transit. But telling them outright that you\u2019re purely hands-off once the item leaves your shop diminishes buyer confidence.<\/p>\n\n\n

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Give customers an assurance that they can return or refund damaged items.<\/em>
It’s called building trust.<\/em><\/figcaption><\/figure>\n<\/div>\n\n\n

Instead, give assurances that the items will be packaged carefully<\/a> to avoid damage during transit, especially for fragile items. Describe the packaging materials used and how you\u2019re sealing the parcel well.<\/p>\n\n\n\n

If by some stroke of bad luck the item still arrives with damage, offer a replacement or refund. Yes, you lose a sale, but you\u2019re building trust and loyalty. Being a trustworthy brand will pay off in the long run.<\/p>\n\n\n\n

Having said that, you should also have clear Return and Refund terms and processes<\/a> so nasty customers won\u2019t take advantage of your goodwill. Or for big-ticket items, offer insurance for a small extra cost.<\/p>\n\n\n\n

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#NinjaTip: <\/strong>When it comes to getting your products safe and secure to your customers, Ninja Van is your trusted partner for seamless deliveries and logistics. Enjoy exclusive shipping rates and perks when you Sign up for a VIP Shipper account!<\/a><\/strong><\/em><\/p>\n<\/blockquote>\n\n\n\n

4. Your ecommerce site is not mobile-friendly <\/h3>\n\n\n\n

Don\u2019t you get annoyed when you open a website on your phone and then have zoom in several times to read the content? Or the images are too big for your small screen? <\/p>\n\n\n\n

Imagine your customers going to your ecommerce site and this is what they\u2019ll see. They\u2019ll most likely hit the back button fast and click the next seller on Google results.<\/p>\n\n\n

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Make your ecommerce website easy to navigate even on small screens.<\/em><\/figcaption><\/figure>\n<\/div>\n\n\n

One of the most effective ways of attracting customers is making sure your recommence site has a responsive design<\/strong>. Meaning your pages and images will fluidly adjust on different devices, like smartphones, tablets, laptops and desktops. Your customers will have the same experience no matter what device they\u2019re using.<\/p>\n\n\n\n

More than half of internet traffic today comes from mobile, and more customers are making transactions online. Make sure your ecommerce site is ready to provide a good customer experience. Here are more helpful tips on Building Your Ecommerce Website<\/a>.<\/p>\n\n\n\n

5. Ecommerce site full of pop-up ads<\/h3>\n\n\n\n

Okay, your site is mobile-friendly, but visitors have to deal with many pop-ups before they can go to the product page. <\/p>\n\n\n

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Pop-up ads create engagement, but overdoing it can <\/em>
ruin things for your business.<\/em><\/figcaption><\/figure>\n<\/div>\n\n\n

We don\u2019t have to tell you that pop-ups are annoying, whether on mobile or desktop. It\u2019s common to show a pop-up ad announcing a big sale or brand promotion right after the site loads. But what customers hate are too many of them on the page.<\/p>\n\n\n\n

There is a right way to use pop-up ads on your site and even get customers to click on them:<\/strong><\/p>\n\n\n\n