Building Trust and Managing Fears
Hello everyone,
As we transition from the warmth of summer into the crisp energy of fall, I hope you’ve had a chance to recharge - spending quality time with loved ones, experiencing new things, and returning to work with renewed focus.
Like the season, we’re on the brink of something fresh and exciting, ready to face new challenges with clarity and purpose. Autumn also signals the beginning of strategic planning for the year ahead, now is the time to innovate and rethink. During this time of renewal, it’s critical to find the right partners who can support us in executing successful strategic tactics. With that in mind, let’s explore some key aspects of eCommerce that can enhance our approach to customer engagement and project delivery.
In this edition, I want to explore some often unspoken truths in the world of eCommerce—truths that can sometimes be the make-or-break elements of a successful project. One question that frequently comes up is: How much does it cost?
But before we dive into that, let’s talk about one of the biggest factors in any eCommerce project: addressing customer fears early on.
Tip #1: Addressing Customer Fears and Guiding Effectively
As an implementation partner, our first job is to alleviate customer fears. Ever feel like you’re juggling a thousand things at once when launching a new system? We’ve been there too. To succeed, we need to create an environment where open communication is not just encouraged but expected. Customers often come to the table with their expectations - expectations shaped by personal experiences, not necessarily by industry trends or competitor insights. This is where we step in.
It’s our responsibility to guide them, just like a mission control team guides astronauts through a launch. Sure, things can get tricky when aligning every piece of a complex system, but that’s where we come in to make sure your launch is as smooth as possible. While they have their vision and objectives, we provide the technical know-how and critical course corrections. Success isn’t a one-off event; it’s a continuous project that evolves through collaboration and delivery.
A reminder to all of you:
- The clients involvement in the project is more important than ours.
- Agility is vital. The ability to make small course corrections along the way - like adjusting the trajectory of a spacecraft with thrusters to keep it on course - keeps projects moving forward smoothly. And trust is built by showing clients that we can pivot and adapt when necessary.
- This is an ongoing process, emphasizing that delivery of promises remains critical.
- Now, let’s tackle another pressing question regarding customer fears: How much does it cost?
Tip #2: Tackling the Cost Question with Discovery Workshops
A common question we hear is: How much does it cost?
However, the real cost of an eCommerce implementation includes more than just consultancy fees and software. It also involves the time and effort the client’s team puts into the project - an effort that’s often more crucial than expected. As consultants, our role goes far beyond asking, “What do you want?” like we’re in a supermarket. Instead, it’s our job to deeply understand the client’s business, anticipate their pain points, and sometimes, yes, even bring up problems they haven’t considered yet.
We bring expertise, best practices, and a clear view of industry trends to the table. But at the end of the day, no one knows your business better than you do. Both sides have skin in the game. So, the time and energy the client’s team dedicates to the project, especially during the discovery phase, is a significant investment that often goes unnoticed but is essential to success.
How does this compare to global best practices?
In the best eCommerce projects around the world, a collaborative approach is the gold standard. A joint team, where both consultants and the client work side by side, always yields better results. We might provide the blueprints and rocket fuel, but it’s the client’s team that sets the coordinates. Their involvement, especially during the discovery phase, is what ensures that the project truly takes off.
Globally, it’s also considered best practice to factor in the client’s time and resources as part of the overall cost structure. Ignoring this aspect leads to unrealistic expectations about timelines and outcomes. The idea that consultants can handle everything on their own is not only misleading but can cause projects to burn up in the atmosphere before they even reach orbit.
At its essence, this inquiry boils down to whether we can effectively deliver the right solution for the customer through a well-defined team structure, comprised of the right people, utilizing the correct approaches.
By blending the discovery phase with fit-to-standard sessions, we can precisely define the scope of delivery. This dual approach not only mitigates cost risks but also helps manage timelines and delivery expectations.
Now, lets discuss why Novarto built the Boost Package.
Tip #3: Boost Package for Accelerated Go-Lives
For many B2B clients, the complexity of their operations is like assembling a rocket: it’s not just about putting the pieces together but ensuring every component works in harmony. From product listings to checkout flows and the underlying production and services, every part of the system must be perfectly aligned to ensure a smooth launch.
That’s why we developed the Novarto Boost Package. With this solution, clients can go live within just four weeks- a timeline that’s essentially warp speed in the world of eCommerce. This rapid deployment doesn’t just reassure clients that their eCommerce platform is functional; it demonstrates that the software can start delivering value almost immediately.
The Boost Package leverages proven content and industry best practices to create a solid launchpad for future growth. Clients can confidently build their B2B stores on this framework, knowing that it’s designed to adapt to the constantly shifting gravity of market dynamics and customer demands. When engaging with customers around B2B business, the process is usually very complex. It requires a deep understanding of not just product publishing or checkout processes, but also the underlying production and services being provided. After all, you don’t want just to launch- you want to stay flying high!
Thank you for joining me on this exploration of eCommerce truths.
eCommerce is full of challenges, but with the right team and the right tools, the sky is no longer the limit, and the beer tastes better. I’m excited to continue this journey with you.
