Some simple practices that sellers and online shop owners can take to better understand their audience, including demographic break-down, buying habits, product preferences

1. Getting to Know Your Do you know what makes your
customers tick?
Customers Online When you’re able to say ‘Yes’ to this
question, you’ve suddenly got an
unfair advantage over your
competitors.
Being able to understand your target
audience allows your business to
improve products, sales, and
customer experience.
The latter increases the number of
return customers which is what every
seller desires.
Answer the following 6 questions to
better understand your audience.
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2. Cost vs Value
Barriers
1 What are the potential barriers in making a purchase?
2 Any customer is always looking for a bargain, but there is a
vast difference between getting a bargain and being
This might be areas around defined product features, cheap.
confusion with your brand or lack of product benefit How are your products perceived in terms of cost vs
statements. value?
Competitors
3 Every seller has competitors. Do you know yours? How are
these competitors perceived in your customer’s eyes?
Discovering what your customers like about them (as
opposed to your business) allows you to continually
enhance the positive customer experience – that means
happier buyers who are more likely to return to your store.
© Alibaba.com Hong Kong Limited - Getting to Know Your Customers Online
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3. Support and After Sales
Product Niche
4 In your product niche, do your customers typically look for
5 Service
price or brand first? Just how important do you think support and after sales
service is for your product line?
This insight allows you to better steer the direction of your
product, from development and sales, product First-time buyers will be looking for firm commitments on
descriptions and advertising messages. how and when support is delivered, whether you have a
return policy and what, if any, warranties you offer.
This area should always be prominent and easy to
understand within your online shop. This is a high value
customer ‘trust point’.
Finding Customers
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How do your customers find you? Do you know where you
appear in ecommerce search results on ebay, Amazon and
Alibaba?
Understanding this allows you to appear in front of more
of the right customers and dominate that advertising
channel.
© Alibaba.com Hong Kong Limited - Getting to Know Your Customers Online
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4. These are interesting questions. How exactly do you get the answers?
Directly asking your customer is typically the first step – whether it be through your social media channels, on your next email newsletter, or as
an online survey.
The majority of people are more than happy to provide feedback, especially when they realise they’re likely to directly benefit through better
customer experience and products.
About Alibaba.com
Alibaba.com (HKSE: 1688.HK) is the global leader in e-commerce for small businesses and the flagship company of Alibaba Group. Founded in
1999, Alibaba.com makes it easy for millions of buyers and suppliers around the world to do business online.
© Alibaba.com Hong Kong Limited - Getting to Know Your Customers Online
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5. Alibaba Australia’s Social Media Channels
Facebook: Facebook has over 10 million active Australian users per month so becoming an active participant with the Alibaba Facebook Page will
have benefits for any proactive business.
The Alibaba Facebook Page boasts instant downloads of the Business Starter Kit for sourcing products and finding quality suppliers. You’re able to
view videos, Alibaba Upcoming Events, member testimonials and exclusive promotions and event invites.
LinkedIn: The LinkedIn Alibaba Group will connect like-minded members, provide a new stream of potential suppliers and foster stronger relationships
with existing members. The Group allows members to expand into their professional LinkedIn network, using an already trusted global brand.
Twitter: Get fast and instant facts from Alibaba, by following our Twitter profile alibaba_aus
We’ll be ‘tweeting’ our own flavour of AliFacts with useful and helpful reminders for your Australian on-line experience in buying and supplying.
Here’s a recent ‘tweet’ highlighting what a local Adelaide business is doing: “An Adelaide hair salon is using Alibaba.com to grow its business & help
cancer patients look & feel their best http://ow.ly/629r8“
YouTube: The Alibaba Australia YouTube Video Channel is a growing member showcase of success stories and testimonials. To get a taste of the sort of
member stories you could also be a part of, check out THIS VIDEO.
Participating allows for expanding your market reach and to tell the world about your products and services.
Alibaba Blog: The Alibaba AU Blog provides tips for the online trading beginner, setting up a successful online business, advice in finding the right
products from the right suppliers for your business and information on how best to optimise your product line and process.
Access the latest trends and products in Australia’s online trading industry by subscribing to the blog.
Join Together For Greater Success
Alibaba is firmly dedicated to rapid growth within the Australian market and, more importantly, our partnerships with Australian members.
Like any strong and long-term business relationship, your success is our success.
Please do check through each of the Alibaba Social Channels we have put together and join those that align to your business and personal objectives.
Can We Spread Your Word Too?
If you have a successful sourcing / business story to tell, we would love to hear from you via our Social Media Channels.
We like to promote success stories via Testimonials, Press Releases and in general, our Social Media Channels – please do let us know your story.
© Alibaba.com Hong Kong Limited - Getting to Know Your Customers Online
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