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Tips To Win Customers' Hearts Like MamaJA Store: Boost Your Sales By Hundreds Of Times
Tuesday, 03 Sep 2024
To celebrate National Customer Day on September 4th, Lazada Indonesia is sharing the story of Toko MamaJA, a business that puts customers first in its strategy. Run by Catheline, this shop is all about boosting customer satisfaction and loyalty, which has positively impacted its sales and profitability. The COVID-19 pandemic pushed many to adapt to new challenges, especially in business. However, Catheline, a seller from Jakarta who joined Lazada in 2021, saw an opportunity amidst the limitations of the pandemic. Starting as an online mask shop during the pandemic, Toko MamaJA has now become a go-to for Indonesian customers looking for everything from kids' toys to household products. With her previous selling experience and a customer-centric approach, this mother of two chose Lazada for her first online store. Toko MamaJA has experienced rapid growth, with orders increasing dramatically each month. Besides her keen business sense and enthusiasm, Catheline enjoys sharing her success tips and is a leader in the Lazada seller community (Lazada Club). She even had the chance to visit Alibaba University in Hangzhou, where she learned valuable online selling skills. Catheline has some key insights for online sellers in Indonesia on how to win over customers and succeed in eCommerce. Check out her tips!
1. Spotting Opportunities
Catheline's entrepreneurial spirit was evident even back in school. During her high school days, she started selling clothes she bought from Tanah Abang on Facebook. After tying the knot, she and her husband, Hendrik, ventured into the towel business, which eventually evolved into a souvenir shop. When the pandemic hit, they pivoted to health equipment and managed to break into the tender market thanks to their top-notch products and customer service. Catheline also had a keen eye for the rising trend of online shopping during the pandemic, leading her to launch her first online store on Lazada. The venture, named MamaJA after her kids Justine and Archie, blossomed from a home-based business into a full-fledged shop.
2. Understand Customer Needs and Characteristics
Catheline knows that adapting to customer needs is crucial for building a sustainable business in the digital age. This aligns with a Salesforce study from 2023, which found that 65% of customers expect sellers to adjust to their ever-changing needs and preferences. She noticed that most of her customers are women, particularly stay-at-home moms. This insight prompted MamaJA to diversify its product range, offering everything from household essentials to school supplies and children's toys, allowing the business to grow and cater to a broader market.
3. Always Go the Extra Mile for Customer Satisfaction
During the pandemic, Catheline often had to think outside the box to meet the soaring demand while facing dwindling stock, even going out to find suppliers for essential items. She also regularly evaluated her store, checking if her prices and product variety were competitive and ensuring she offered the best deals. Additionally, she paid close attention to the keywords used in her listings to make sure her store appeared on the first page when customers searched for masks and other necessities.
