In businesses, culture is how things get done. It’s not complex to work out what you need in e-Commerce, but how you make those things happen is often not so easily determined. So, how can you gain more online sales with a great e-Commerce culture? In this case, culture refers to the values and behaviors you promote in your business. By establishing and maintaining these positive values throughout your company, you can provide a stellar customer experience.
Nothing Successful Happens Without a Team
Actions don’t occur on their own. A person or a team of people must decide to take action. That someone may be you or a team of internal and external people you put together. For e-Commerce, you need creative individuals with the right technical skills such as customer experience, brand development, and market research. In addition, you need to plan how those various functions will collaborate together to deliver your e-Commerce goal. That plan is a primary part of having a great e-Commerce culture.
For instance, your leadership team is accountable for establishing the business operation. Leaders need to hire and train the right people and define the organization, values, and rewards. They must also be role models for the values and behaviors you expect from all employees. This is especially essential for solving customer problems and testing new methods to enhance the customer experience.
What Are Your Company’s Values?
The values you define for your e-Commerce business make clear how you expect your team to approach the work they do. Your values also express what you believe is important and how you expect others to act. They are a part of your brand identity. For instance, with values like empathy and friendliness, you prioritize listening to consumers. Or, with matters such as expertise and attention to detail, you prioritize providing the best advice. Moreover, look at the values in your brand identity and ensure your team understands them, supports them, and feels inspired to deliver them.
Motivation Comes from Rewards
Motivation and inspiration frequently come from how you reward people. This can include simple rewards such as salary and bonuses, or something more complex like giving your employees the autonomy to control how they work or recognizing their contribution. Remember, reward the behaviors you want to promote. For example, make it rewarding for customer service teams to repair problems when they come up or highlight positive feedback from satisfied customers when your team has assisted them.
Also, analyze those involved at each stage of the customer experience journey. Make sure to reward them for their contribution to happy customers. From effective advertising from your agency to your supply chain team, great customer service is imperative. Additionally, the right rewards help people feel what they do has a purpose, and it’s generally down to the leadership team to define and communicate this purpose.
Great e-Commerce cultures deliver excellent results. A great culture also enhances how you do e-Commerce and makes your team more effective. Working with an experienced eCommerce web design company such as Adventure Web Interactive will help you discover the best ways to show your consumers about your brand and products. When you can clearly illustrate not only your products, but the type of comprehensive service your customers can expect, you will more easily build and maintain a loyal customer base.
Craig Kahl is the President and CEO of Adventure Web Interactive. AWI has been recognized as Baltimore’s Top Web Design Firm by The Daily Record and named one of Silicon Review Magazine’s Top 50 Most Admired Companies in the country. Before founding Adventure Web Interactive in 1997, he was VP of Operations for Campus Concepts, Inc., and the youngest division head in history for Pitney Bowes at age 24. He has a Bachelor of Science in Management Information Systems from the University of Maryland and a Master of Business Administration in Finance from Loyola University. Craig is a member of the International CEO Club and Rolling Road Golf Club and loves spending time outdoors with his wife and son.
