Consumers around the world continue to shop online in records numbers. It’s projected that eCommerce will account for more than $6.5 trillion in sales by 2023, 22% of retail sales globally.
All signs point to increased annual growth, with COVID-19 changing how shoppers purchase the things they need most, including clothes and groceries.
eCommerce merchants have to develop creative ways to engage their customers, whether it be through an exciting product or a memorable customer experience. This article will discuss three ways that merchants can create these experiences.
For customers to buy from you, they first need to trust you. You want to build customer loyalty, and if you give consumers a hassle-free, convenient shopping experience, you’re halfway to one-click checkouts and repeat customers.
In-store sales assistants create an experience for shoppers, and you can replicate that interaction online through conversation, recommendations, and meeting customer expectations.
Let’s dive into how your eCommerce business can create a better shopping experience.
91% of consumers are more likely to shop with brands that provide offers and recommendations relevant to them. There’s a good chance your customers will give up and go to another site if your website is cluttered with products that don’t interest them.
To create a personal connection with customers, you can make the shopping process interactive. Let the customer control and tailor their shopping journey.
If you learn what your customer likes and encourage them to react to your product selection, you create a social feed that becomes more knowledgeable every time your customer returns.
Like in-store shop assistants, chatbots can greet online shoppers and offer to help them find what they’re looking for. Proactive messaging engages your customers and improves their experience through the purchasing process.
Walk customers through the checkout process but don’t stop there. You could offer a discount on their next purchase, provide product recommendations based on their purchase, and ask for feedback on their shopping experience. A thank you page post-purchase nurtures customer loyalty.
Trust requires transparency. Consumers are open to sharing their data to provide a better experience, but eCommerce businesses must be transparent about collecting and using the data.
If your brand has information that the consumer didn’t share knowingly, such as a recommendation based on a purchase from another store, that’s too invasive and personal.
Ensure your store doesn’t compromise your customer's privacy and time.
Customers have high expectations for shopping online. Beyond personalization, your eCommerce store might focus on speed and efficiency to enhance the consumer experience.
Three out of four consumers say they purchase on their mobile devices because it saves them time. Yet 90% of mobile shoppers want a better experience.
To optimize your eCommerce store for mobile, make sure your website is mobile-responsive. Images and videos should fit the screen. Turn links that are hard to view into buttons and make your checkout mobile-friendly.
Mobile checkouts should be easy and fast to navigate. You might allow customers to checkout as a guest to save time creating an account.
You could offer Paypal or digital wallets as payment options to allow customers to log in quickly and alleviate security concerns. Other time-savers include using only necessary information fields and a button that will enable customers to choose the same delivery and billing address.
In the age of Amazon's same-day deliveries and groceries on-demand, consumers expect fast and affordable shipping. You need to offer free or discounted shipping and quick turnarounds to meet expectations.
Added value and a better user experience might be the ability to track deliveries in real-time.
Customers want to know what they’re getting when they buy from you. They need to trust that what arrives will be exactly what they ordered.
Product descriptions should be concise and benefit-driven. Images must be optimized and clear. There should be a clear call to action to push your customer forward with their transaction and no distractions or pop-ups unless they’re personalized.
Consumers look at reviews and photos to learn more about products. Having user-generated content, including authentic reviews on your product pages, shows transparency and gives consumers the confidence to buy from you.
Data breaches scare all of us. Consumers have to enter personal details and make payments to shop on eCommerce stores, so their data must be secure. You can put their minds at ease by displaying security badges and SSL certificates that show your website is secure.
The customer is always right. It’s an adage that often rings true. The best eCommerce stores are optimized to give consumers the easiest, fastest, and most seamless shopping experience. If you don’t, they will go somewhere else.
Skafos lets shoppers give real-time feedback about their shopping preferences, which is especially important as we enter the zero-party data era. Skafos provides better personalization, leading to happy customers and higher conversion rates.