4 Tips For Reducing Unhappy Or Unimpressive Customer Experiences

Julie Starr • August 4, 2022



In life, you can’t please everyone. When it comes to how we manage our own lives, we tend to accept that as fact and try to do the best we can anyway. We please those we care about and don’t worry about the opinions of those who we may not interact with outside of a few meetings. 

Yet in business, this is not a good strategy . We cannot simply brush away the concerns, worries, or poor experiences of those who, in good faith, tried to interact with our firm. Polite disagreement is fine, such as when we politely lay out the true details of customer interaction in a spiteful review left to damage our brand after we had to deny them service, for example.

However, for the most part, a poor experience is something that we can use to better our firm and understand its operations. Even if the issue wasn’t entirely our fault, it’s good to take responsibility because that’s what can affect change and help inform our actions going forward.

Reducing the amount of unhappy or unimpressive customer experiences is a good target to aim for. If we can reduce this by 20% year on year, that’s worthwhile. Let’s consider how this may be applicable:

Empower Your Customer Support Staff

Solid customer support can turn a bad experience into a good one, or at least one where we become impressed by the level of understanding and care invested into our issue. It’s one thing if someone lets you down, but if someone makes a great and sincere effort to rectify the issue and provide a gesture of goodwill? Are you more likely to trust that individual or entity? We’d say you are.

So, empowering your customer support staff to come with administrative possibilities in rectifying issues, be that adding credit to an account, issuing refunds, getting to the bottom of an issue, and apologizing on behalf of your firm, well, even if it’s the customer’s fault, that can make the entire effort worth it. After all, a customer is much more likely to tell their friends about a bad experience with your firm rather than a good one, so this way you may be pulling the plug on potentially negative word-of-mouth marketing.

Document Everything

From providing order receipts to chat log communication transcripts after a live chat exchange is concluded, all the way up to providing the minute order, packaging, and delivery tracking information, you can be assured that firms that overcommunicate tend to eliminate confusion or worry from the process of interacting with their services.

This means that negative experiences born out of miscommunication or confusion can be effectively eliminated because with every step your business makes, it will have communicated its intent and current status. This way, a complaint that may have come can be assuaged, be that a delivery arriving two days later than expected or perhaps offering a customer a pre-order for new stock rather than thinking they’ve ordered an available item and feeling annoyed that delivery hasn’t been made. Communication, as always, is king.

Use The Best eCommerce Platforms

It’s good to use an eCommerce platform with the features most appropriate for your brand, and you can use https://www.atwix.com/magento-adobe-commerce-vs-shopify/  to better see comparisons between the major players like Adobe commerce, Shopify, and Magento.

When you can integrate a seamless, easy-to-understand, and worthwhile platform, customers find the buying process to be much easier and simpler, and all of the relevant information is communicated with clarity. Platforms like this also help your staff keep on top of their deliverables and workflow, meaning that mistakes are reduced significantly.

Customer Feedback

Unfortunately, you’re not going to be able to assuage or fix every customer issue. For some, one problem is enough for a customer to ignore your business for the rest of their lifetime. That’s just how it goes.

However, these customers are certainly going to feel motivated to express their distaste or concerns, and so leveraging that is always going to be useful. Providing worthwhile portals by which they can raise their concerns and complaints is key. A dedicated email address can work here, accepting public reviews , and of course, passing along communications sent to your support team that may be of relevance. You may also send out anonymous surveys, the completion of which offers a light discount on their next order.

From here, you can use that information to potentially avoid a bad experience for the next user.

Sustainability

While no business wants their customers to have a poor experience, when these instances occur, it’s an opportunity to welcome stakeholder input. Doing so in a transparent manner and incorporating that feedback is critical to the evolution of the business.  For instance, perhaps a customer comments on the product packaging. By inquiring as to the complaint, there may be options to explore sustainable packaging options or even sustainable delivery for the goods.

With this advice, we hope you can more easily reduce unhappy or unimpressive customer experiences going forward.

Sustainability in Ecommerce: 3 Ways to Make Progress Where It Matters

By Julie Starr • May 21, 2025
Sustainability is no longer a nice-to-have—it's essential. That’s true across every industry, and ecommerce is no exception. But let’s be honest: building a more sustainable ecommerce business isn’t always straightforward. From packaging to supply chains to last-mile delivery, the challenges are real—and often feel like they’re outside your control. But here’s the good news: sustainable ecommerce is absolutely possible. And it doesn’t have to be all or nothing. Small, strategic shifts can make a meaningful difference—not just for the planet, but for your customers and your brand’s longevity. Here are three actionable ways you can move the needle toward a more environmentally responsible ecommerce business. Choose Sustainable Packaging That Works for People and Planet Packaging is often one of the most visible and wasteful—aspects of ecommerce. From oversized boxes to plastic fillers, the impact adds up fast. But it doesn’t have to. Thoughtful, sustainable packaging design can dramatically reduce your environmental footprint. Start by right-sizing your shipments to reduce excess material and emissions. Opt for recycled, recyclable, or compostable materials that align with circular economy principles. Better yet, one option is to design custom boxes with sustainable materials, for example. These custom packaging solutions eliminate unnecessary layers while enhancing your brand’s presentation. These aren’t just more sustainable choices, they’re smarter ones. Today’s customers care about where materials come from, and where they end up. Your packaging can reflect your commitment to both. Partner with Purpose: Choose Sustainable Suppliers Your supply chain is an extension of your brand and one of the most powerful levers you have to reduce your environmental impact. You could end up using more than a few suppliers when you’re running an ecommerce company . It’s always worth making sure these are as sustainable as possible . While you may not control every aspect of your suppliers’ operations, you do control who you choose to work with. Prioritize suppliers who share your commitment to sustainability. Look for transparency in sourcing, third-party certifications, and a clear track record of environmental and ethical practices. Ask the right questions: Are their materials responsibly sourced? Do they minimize waste and emissions? How do they treat their workforce? Choosing partners who align with your values not only improves the sustainability of your products—it strengthens your brand’s integrity and resilience. When your supply chain reflects your mission, it creates trust and long-term value across your business. Lead with Impact: Promote Environmental Awareness Sustainability doesn’t stop at your supply chain. As an ecommerce business, you have a unique platform to elevate environmental causes and inspire meaningful change within and beyond your operations. Sometimes, it’s just a matter of highlighting and supporting various sustainable initiatives and causes around the world. One powerful way to do this is by supporting organizations and initiatives that align with your values. Whether it’s donating a portion of your profits, partnering with mission-driven nonprofits, or amplifying important causes across your website and social channels, your advocacy matters. By shining a light on solutions and inviting your customers to participate, you strengthen your brand’s purpose and build a community rooted in shared responsibility. This isn’t just good for the planet; it’s good for business. Sustainable ecommerce is entirely possible. With the right mindset and a few strategic shifts, your business can lead with integrity, reduce its footprint, and become part of a much-needed transformation in the digital economy.

Cutting Cost Without Cutting Corners

By Julie Starr • May 20, 2025
No one likes having to tighten their belts, especially when it comes to running a business or managing a big project, but sometimes cutting costs isn’t just a good idea - it’s actually the only way to keep things moving. The tricky part, of course, is doing it without sacrificing quality or ending up with a long list of regrets you’ll be paying for (literally in many cases) later. The thing to remember is that cost-cutting doesn’t have to mean cutting corners, and if you can be a bit creative and rethink how you usually do things, you can reduce your spending and still get great results. With that in mind, keep reading to find out more. Not only does this support your project, but it can support sustainable business initiatives as well. You Don’t Have To Buy Everything One of the most common ways money disappears in business is buying things you don’t need to buy. If you’re in the trade or construction field, you already know how expensive equipment can be, especially when it’s only needed on occasion, which is why it’s crucial to get out of the idea of having to buy everything - there are other ways. Rather than buying every tool, machine, or device upfront, it’s worth thinking about short-term options instead, and that way you don’t have to commit thousands to something you’ll only use once or twice a year. Instead, renting can help bridge the gap between affordability and getting good results, and you’ll still have access to the tools you need. For example, if you’ve got a job coming up that needs specific welding gear but you don’t use it regularly, you’re better off exploring welding equipment rental rather than buying it. You’ll get high-quality, up-to-date equipment, but you avoid the ongoing expense of maintenance, storage, or even depreciation. And when the job is complete, it just goes back with no wasted budget or clutter. Aim For Better Planning Another area where money leaks is in poor planning . The fact is that scheduling and communication are basically very often the difference between staying under budget and going over budget. Over-ordering materials, miscommunication between suppliers, last-minute bookings, and so on all has an impact and the ability to add up and cost significantly more. Spending a bit more upfront in the planning process can save considerable amount of funds later, which is why it’s worth planning projects in phases, double-checking inventory before you place any new orders, and staying as realistic as possible about delivery times. In doing so, you’re not just avoiding waste, you’re keeping the entire project on track, and that’s going to give you much better results and success in the future. Use Tech In Useful Ways We’ve all seen the impressive new software packages with prices to match, but tech doesn’t have to be expensive to work well, and in fact, using a few smart digital tools can save hours of time and lots of paperwork, especially if you’re managing a team or you’ve got multiple projects to juggle all at once. Free or low-cost apps for time tracking, job scheduling, or being able to share communication can help you avoid missed communications and reduce admin hours. And of course, spreadsheets can still work if you like using them, but adding a digital tool to the mix could be just what you need to reduce confusion, mistakes, and having to repeat work. Invest Where It Counts Saving money doesn’t mean always choosing the least expensive option or not buying something when you really do need it. Sometimes, saving money just means choosing the best value item over time, and factoring in sustainable concepts taht support the project and business case. Be mindful and invest in the right things. You’ll want to fund equipment and purchases that support safety and the items that your team use every day that support the business. Cutting corners on essentials might save you money at the start, but it usually just creates more problems later on, and it’s just not worth the risk. Invest wisely.