- How do you compete with big E-commerce stores
when you're still the little guy?
Let's talk about.
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Hey guys, Sam here from keycommerce.com.
Maybe you're feeling like it's impossible for you
to compete with the big huge stores
and brands in your niche.
The thing is, people really love the little guy,
as long as you really care about your customers.
And I've seen small stores absolutely kill it
and get through that little guy phase quickly,
because they put everything they could,
into the buying experience.
So guys, how do you get out of that little guy phase
and become a bigger store and brand
and get that initial traction?
Well, I recommend that you put everything you can
into the buying experience,
and really show people
that you care, in the ways that are most visible.
This starts with great customer service.
Make sure that whoever is on your chat
and responding to customers really knows the local language
and culture really well,
they know who your customers are,
and they really know who your brand is.
And this is really important guys.
When someone is speaking to your store
through the live chat or email,
they are basically having a conversation with your brand.
Imagine your brand as a person.
If you were to have a conversation with that brand,
what would that look like?
Would they give a damn about who you are?
Would they be fun and friendly?
Would they make things as easy as possible for you?
Think deeply about this guys.
And I recommend making a conscious decision
about how you're going to do your customer service.
Yes, you can hire a VA to manage your customer service,
but make sure that you carefully train them and educate them
on how to engage with your customers, your target market.
And guys, every single country is different.
Australians talking to Australians
is different from Americans talking to Americans.
And they can each really feel it.
And guys, to give you an example
a big store that I'm working with,
brought their customer service from overseas, in house.
And almost immediately, they saw a big difference
in the positive reviews that they got
for their products from customers.
And then later they saw a big increase
in the repeat customer rate as well.
And guys by providing insanely good customer service
and adding that personal touch
you are really demonstrating the power of a small store,
the little guy store.
And after you lock in your customer service
the next thing you want to turn your attention to
is the unboxing and the fulfillment process.
You wanna make the unboxing
and the whole buying experience as incredible as possible.
I recommend changing your perspective
and stop thinking about selling products,
and start thinking about selling an experience.
You want to optimize and improve every single touch point
where your customers interact with your business
and your brand in any way.
And what do I mean here?
I'm even talking about all the emails
that you send your customers,
right after they purchase,
leading up to when they get their product,
after they get their product,
and then even those ones for months down the track.
I also mean how quickly does that product arrive?
Do they also get updates
as it goes through the shipping process?
Do they get order tracking?
When they receive the product,
what does it look like?
What does the packaging like?
Does it have your brand logo and is it really fun to open?
Is it a high quality product?
Does the product need instructions?
Do you provide a comprehensive guide on how to use it,
if that's necessary?
And after they'd been using it
how can you enhance their experience even more?
What sort of emails do you send them later?
Can you get them into some kind of community
or Facebook group?
And you see here guys,
as I go through all these different options
that you can do to improve your buying experience,
that product is just one part of it.
There's all this stuff
which honestly doesn't take that much effort to do
that improves the whole experience.
And guys, you know,
on one hand you can find a really cheap product to drop ship
and send to your customers,
but honestly, you're going to be swimming upstream
unless you enhance the buying experience.
You're gonna get more chargebacks
and not many repeat customers.
But if you take this business seriously
and just really think
how can you add as much value to your customers as possible?
That's when you build an amazing business
that's gonna grow like wildfire.
Now, I'm not hating on drop shipping.
I've worked with several drop shipping stores
and we've scaled them, it's been great.
But those drop shipping stores
that we scaled,
were ones that did everything they absolutely could
to scale their store by improving the buying experience.
Because guys, if you're just drop shipping
and you don't care about your customers
and how well they receive the product,
then you're not even playing in this same game
as the big successful stores.
It's not even the same ballpark.
Anyone else that sees that you're drop shipping
and sees what products you're selling can easily come in
and just have a better buying experience
which honestly isn't that hard,
and then take you all out of the market
and take all those customers.
That's really just how business works guys.
And you need a focus on all these other things,
if you wanna build up this empire.
Anyway guys, that's it for this video.
Hope that was helpful to you guys out there.
If it was, give it a thumbs up
and let me know in the comments below.
If you haven't subscribed yet,
I recommend checking out the rest of my channel,
checking out my playlist,
and subscribe if you wanna learn more
about growing your store.
Don't forget to turn on notifications as well.
And guys, thanks so much for watching.
I really appreciate all the support you give me.
Hope to see you in the next video.
Bye for now.
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