Quality - an opportunity for competitive advantage

Give your customers an unforgettable experience

18 Oct 2021

We’ve all been there – paid for a product or service that, at the time, seemed cheap, only to find the purchase wasn’t up to standard. It either didn’t do the job we needed or ended up costing us more money.

A well-functioning eCommerce system that delivers what your customers need will ultimately provide a return on investment. While a cheap(er) short-term investment may save you cash initially, the trade-off is your time, money and customers in the long run.

When developing and implementing an e-commerce solution, the primary focus should be on adding value, not cost-cutting. Here’s why:

Low quality eventually needs fixing

There will come a point – usually well before it’s due – when a low-quality solution will need replacing or optimising for your business to grow.

Bad quality equals bad impression

If you pinch pennies, you risk jeopardising your user experience, which often comes at a much larger cost – in both revenue and customer retention. It can take many positive experiences to undo the damage to your reputation.

Low quality could mean a missed business opportunity

Potential customers weigh up three factors when making a purchasing decision: price, quality and experience. People are far more likely to pay extra for quality and a better customer experience.

Quality is an investment, not an expense

Quality can be measured in lots of different ways but should always be driven by customer expectations and priorities. In this instance, a quality eCommerce system will help nurture and convert leads and provide good user experiences that enable your prospective customers to access and navigate your business with ease.

The key to identifying quality is finding a balance, weighing up whether the long-term benefit, efficiency savings and functionality will offset a slightly higher outlay at inception.

Building quality solutions that stand the test of time

When implementing an eCommerce solution, certain processes need to be followed to ensure quality. It’s important to consider customer behaviours that drive the project and how the solution will meet these challenges. At Solutionists, that means involving the right people – at the right time.

As early as the discovery phase

Complex business requirements like architecture or process improvement not only require the expertise of a business analyst or account manager, but technical resources to evaluate constraints too.

74% of consumers are somewhat or very likely to make a purchase based on their experience with a company – regardless of the price or product. 77% consider a company’s customer experience to be just as important as the quality of its products or services. That’s why involving a user experience designer from the outset is critical for usability best practice.

Regular checks during development

Once the solution is defined and development begins, regular checks are crucial. This may involve daily or weekly internal meetings to review the work, or desk checks between developers and software testers when the implementation is tested early on – to catch any improvements or usability considerations.

Test, and then test again

After development is complete, we run further internal reviews and tests before handing over the reins. In some instances, this may be conducted by several individuals (depending on the nature of the work): the project or account manager, testers and the developers.

Quality – that’s what counts

The bottom line: when a well-crafted eCommerce system draws on the expertise of different individuals, it ensures the product is fit-for-purpose, functions as expected and meets business requirements. Good quality leads to satisfied customers and repeat business, and although involving different experts can initially be more costly, there are ongoing cost-saving benefits that come from starting on the right foot.

At Solutionists, we’re experts in eCommerce software. For specialist help finding the right solution for your business, get in touch with the team today.

author:

Solutionists

date published:

18 Oct 2021