Customer satisfaction starts with a smooth buying experience. When there are too many twists and turns, you risk reduced purchases and loss of trust.
T/K co-founder Dean Trevelino shared with Forbes Agency Council that the buying journey must deliver speed, simplicity and responsiveness.
“We live in a high-expectation world—convenience, simplicity and responsiveness are essential. Brands that fail to deliver on those three ideas lose customers to those who can. If I can’t make a return quickly because the process is buried on the site, it’s unlikely I’ll purchase again. If I can’t get a live person or chat is ineffective, I’m gone. If I’m forced to email but there’s no 24-hour response, see ya.”
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