What's your website's point of difference from others?
Mighty Ape's key advantage over local and international competitors is delivery speed. We can deliver over 400,000 products overnight anywhere in New Zealand. Same-day delivery is possible in Auckland, Wellington and Christchurch - completely avoiding the need to visit retail stores for last-minute purchases. Speedy delivery is achieved by having stock physically located in our warehouse, without having to rely on suppliers or slow international delivery networks.
How do you encourage customer loyalty through your site?
We believe loyalty is achieved by setting high standards - and consistently meeting them. This is particularly important around delivery times and service levels. We've found that customers will reward you with their business and their recommendation to friends and family if you consistently deliver what you say you will.
What's the biggest mistake a retailer could make when it comes to ecommerce?
Too much focus on a shiny website and not enough focus on the fundamentals truths of retail - great product range, competitive prices and a reliable customer service experience.
What’s the best website you’ve seen recently (besides your own)?
I recently stumbled upon sweetbakery.co.nz and was blown away by the customer experience and how they nailed the basics to secure my order. I wanted to have some cupcakes delivered same-day to an address Wellington - I wasn't sure if that was possible given the tight deadline - so sent an email - and within 10 minutes I had a reply and within 20 minutes my order was placed. The cupcakes arrived as promised and were (apparently) delicious! Fantastic customer service!
This story was originally published in NZ Retail magazine issue 739, August/September 2015.