Customer Experience
Inspire Customer Loyalty
Whether you’re running physical stores, a wholesale business, an e-commerce site, or a combination of the three, the best merchants create value for their customers by focusing on the total customer experience.
In this way, re-commerce companies don’t seem that much different from any other retailer with one notable exception. You can’t completely control your inventory and it is always changing. Beyond approving and rejecting items for resale, you can’t always dictate quantity size color, or another characteristic of each item you place in your inventory. That, combined with rapid turnover, means shoppers can become easily disappointed when the item they want is out of stock.
It’s normal for customers to be disappointed when they are looking for an item and find out that it’s not in stock. Perhaps you already sold that one vintage Tiffany engagement ring that couple was looking to find, or you don’t carry the Samsung Galaxy S22 in the color “Sky Blue”. So before disappointed shoppers turn into lost sales one must quickly and successfully match shoppers with other products they’ll like even more. That way they’ll be motivated to return again and again.
Envela looks to that operate more effectively and deliver a better customer experience over the competition. It doesn’t matter if the business model is direct to consumer, wholesale, or both; you have to offer customers superior solutions to their needs, treat them with real respect, and connect with them. We look at how companies adopt technology, merchandise their products, make transacting with them convenient, and their B2B & B2C distribution channels.
Our Approach
Technology
Technology is becoming more advanced and more ingrained within our daily lives and work. Through technology, we hope to create a consistent experience as well as in-depth data analysis. Even in the digital age, most consumers like in-store shopping, but the number-one dislike of shopping at any bricks-and-mortar retailer getting the right balance of help. Predictive analytics can generate consumer and shopper insights for better personalization. To provide a better customer experience, it’s important to anticipate the customers’ needs effectively. This is especially true in re-commerce because it allows us to acquire inventory with confidence.
Merchandising
It doesn’t matter if it’s B2C or B2B, brick-and-mortar or online, one thing is universal, shopping is an incredibly visual experience. With the nature of inventory for re-commerce having many different types of products and unique items, it’s imperative to master the art of retail display. Because inventory is regularly changing, merchandising is an ongoing task, one that can be challenging when there’s not a steady or regular stream of specific types of products.
Convenience
While re-commerce is still a uniquely personalized in-store shopping experience, the way consumers shop continues to change. An omnichannel strategy for re-commerce must create a sense of discovery while delivering a consistent experience from the first touchpoint to the last.
One of the biggest advantages that brick-and-mortar stores have is the ability for consumers to inspect products before buying them. Shoppers value seeing goods in person because there is no substitute for seeing a product with your own eyes and touching it with your own hands.
Distribution (B2B and B2C)
B2C buying experience both brick-and-mortar and online
The ease of the shopping experience combined with a pleasant store atmosphere, a well-trained staff, and a carefully selected range of merchandise creates a strong mix of customer value. Like any shopping experience, we look for ways to improve the complete set of perceptions that customers receive. We also look to find new ways to create an inspiring online experience that replicates the joy and sensory experience of that search. That includes even what they feel after the product is delivered.
B2B buying experience
B2C success hinges on continuously optimizing the consumer experience and the same is true for B2B customers. Automating the ordering process for B2B buyers not only makes you both more efficient, but it can also attract new B2B customers. Understanding order placement, tracking, and history because that helps you make data-driven decisions.
