Special WJD Features: From Handing Out Flyers, to giving out 13,000 SKUs

The business world talks often about the importance of customer service, yet many organizations, like retailers selling on the internet, still have room to improve with regards to taking it into practice. With a highly competitive marketplace retailers must put customer service at the top of the priority list, and figure out how to bring about meaningful change.

A recent American Express study revealed 70 percent of consumers tend to spend more and would prefer dealing with firms that have top-quality customer service.

Likewise the 96% who took part of the Microsoft survey stated that customer service is a deciding factor in their commitment to a brand and in repeat purchase. And 54% indicated that they value more customer service compared to in the previous year.

One business that is aware of the importance of customer service is New York-based fine jewelry merchant, WJD Exclusives.

WJD Exclusives

Founded in 2002, WJD Exclusives launched their premier online jewelry business to provide high-end quality fine jewelry handcrafted by artisans to their loyal customers but at surprisingly reasonable costs.

As per co-founder and managing partner Vahan Avagyan "We started this business about fifteen years ago. My business partner's history is in jewelry, and I joined him in building this brand to the level of success it has become currently.

When we first started out, no kidding I'd stand in the street and give out small business cards to people passing by and I would not be hesitant. We took every step we could to spread the word including online advertising, social media, my own Instagram account. Although it was a very small level, in the end, day it was similar to an iceberg.

If you care for your customers of your customers' needs, at the end of the day they'll return, and they'll bring their friends along with them.

The key to our success is perseverance -- extremely persistent.

Sometimes it was difficult at first because there weren't a large quantity of orders each day. However, even when we didn't have any orders coming in We knew exactly where we were headed."

The majority of this growth, as stated by Avagyan it is due to their pride in their outstanding customer service.

WJD Exclusives lists all of the jewelry they sell on their website they maintain their own inventory, manages the entire process of product photography as well as marketing videos, and employs an in-house team of experienced jewelers.

"Because there are jewelers on site, including my business partner, we can make basic adjustments very quickly. When a client needs a repair request instead of passing it off to an outside repair business and waiting for several weeks to complete, we can complete the repair in one or two days, up to.

We have a lot of positive feedback from our customers.

They send in a chain and we notify them it's here and then within two days they get an email telling them"Here's your tracking number, it's on its way back. It's like "What did you do about this? !'

Yes, we did, we fixed it.."'

A long way from the place they began

WJD Exclusives began their business by launching a basic site and a handful of products. Each day, they focused on ways to increase the functionality of their existing website, make it more efficient, as well as speed up sale process.

Now WJD Exclusives offers 24/7 customer support including telephone and live chat helpline -- options developed from the desire to understand what the customers wanted and needed more than just completing an initial purchase.

"We're much more efficient today than we were the first year. There are now around 13,000 different styles that come in different colors, materials and measurements. The company is still working on constructing a bigger and larger quantity of products," says Avagyan.

Two of the things they credit to their ongoing growth and success are and Afterpay.

The WJD Exclusives website uses WordPress as well as .

They chose because of its flexibility, low startup cost, and the ability to have full ownership of what they build.

permits Avagyan allows Avagyan to alter and display different variations of products and features like product images and videos, as well as quickly make back-end modifications, update SKU variations, and add custom data fields.

"There are a lot of positive features with it, including its versatility, and I believe that was the main motive behind why we chose it," he says.

"It was really natural to select due to the flexibility and ownership of the database, isn't it?

Naturally, we needed come up with our own ideas to host a server, and also maintain a server to make sure it's really fast, but Shopify doesn't let you take a calculator and start adding to all the items you'd like to construct. It doesn't let you add onto what's already in place like you can with ."

Avagyan and their team love to create customisations that would be difficult to implement on different platforms or would be impossible to implement on different eCommerce platforms. They'll modify the database or change how the SKUs and variants are displayed, or even add extra data fields.

Afterpay

Another approach to boost the satisfaction of customers is to provide different payment alternatives. Buy now, pay later (BNPL) services give customers to buy a product, and immediately receive their order and then pay the purchase in installments.

Based on Grand View Research, Inc according to Grand View Research, Inc. BNPL market size is anticipated to increase to $20.4 billion by 2028.

Why?

Afterpay research shows that many shoppers are more comfortable making use of BNPL options -- especially those who are younger.

In reality 69% of the millennials as well as 42% of Gen Z shoppers are more likely to purchase in the event that BNPL is offered.

In addition, BNPL options increase conversion rates and the average order value, they could also draw customers to stores by themselves.

In reality, Avagyan estimates more than 30% in WJD Exclusives' revenue originates from Afterpay Marketplace. Afterpay Marketplace as of the time it was activated. the service for payment it hasn't experienced a rise in their average order amount (AOV) and also seen fewer customer returns.

According to Avagyan Afterpay has likewise improved the trust levels of customers in the company.

"Once the trust level is higher, the value of your product goes up. People start to think 'Okay, If I'm able to believe in them with a purchase of $20, maybe I can go ahead and get this $10,000 necklace.'"

Also, for retailers like WJD Exclusives Afterpay may help:

• Conversion rates that are higher
• Higher average order values
• An increased customer base
• Many more repeat customers

"Yeah that's awesome," says Avagyan, "and Afterpay is absolutely awesome. Many of our clients are benefiting from it, that I can't imagine a world that isn't Afterpay. It's hard to think of our company with out Afterpay!"

The focus is on the customer

When inquired about the WJD Exclusives' secret to success, he says,

"Everything done by us is customer-focused, even if the customer is a business. Begin by paying attention right from the start to the requirements of your customers regardless of whether they require excellent service or a top physical product."

It's clear that a lot has to happen behind the scenes to help store owners reach their goals. It's also safe to say that crafting an excellent customer experience must be at the top on that list.

Make sure you go way above and beyond what you say to be able to please the customers. This is what will keep them coming back. This is what'll have them marketing your business foryou. It's the way to discover small-business gold.