I know you’re probably itching to get into building your store, but, there’s just one more important thing we need to go over before that.
And when I say important, I really mean it. This step can often be the make or break in building the perfect e-commerce store. So you’ve got to pay attention here. 20 seconds in and you were already itching to switch to youtube weren’t you? Tsk.
The key to customer success is understanding the client’s needs. Don’t talk - first listen.
How do you understand your client’s needs? Simple -
You ask the right questions.
Don’t know where to start?
That’s okay, that’s what we’re here for. Here’s your ultimate cheat sheet for this.
The first and most important question for an E-commerce store is understanding what the company is selling. You need to really grab the core of what the product or service is that they’re trying to sell, because the store needs to reflect that in every way possible.
Once you’re thorough with this, you need to understand the mechanism through which they’re selling.
Ask them questions like:
How many products are you planning to sell?
Do you plan to fulfil your orders on your own or are you going with a third party provider?
Are you dropshipping your products?
Do you have a brick and mortar store where you sell your products and services?
Explain to me the process from start to finish.
So here’s what your cheat sheet should look like.
Through this interrogation, you’ll understand the client’s need at a much deeper level. This foundation is essential to building a seamless store. Why? Because building a store for a service is drastically different from building a store for a product.
A service store does not have a product, so it doesn't require the whole shipping process. But a product store does and that's where things change. We’ll get into this little a bit later.
Now, let's move on to the other important factors you need to consider before building a store.
This has more to do with the brand than what it's selling.
Sure, you need to understand the product but your website needs to reflect the brand as well. So make sure you really understand it.
How do you do that? Here’s another cheat sheet:
Firstly, you need to get a hold of the target audience.
Get to know your audience’s age, location, gender, interest, occupation. The way you'd build for a 15 year old is different from the way you’d build for a 55 year old. So ask your client as many questions as you can about their ideal target audience.
Secondly, What is your brand personality, voice and tone?
Most well-informed brands will already have this laid out for you. You need to have complete context on who the brand is and how it talks. Is it funny, professional, intelligent or witty? Or is it a mix of all of these. You may not be the one writing copy, but it’s still important for you to know how the brand speaks.
And finally, what kind of budget are you working with? We’ll get into this in a little more detail in the next episode, but for now, remember that it’s best if you’re clear about budgets before you begin.
You’ll find that through these questions and their answers, you can gain immense context about who they are, what they do, and what their goals are. This, in turn, will help your work tremendously.
In the next episode we’ll show you the entire process from start to finish. I’ll see you there!