Today's digital scenario appears to be growing at an unstable rate. New innovation and technology are released worldwide on a daily basis, and with this rapid development, consumer expectations and demand increase.
In an updated report on the nature of the B-to-B customer experience, Walker Has disclosed that & # 39; By 2020, customer experience will lead the price and the product as the major brand interim. & # 39; The report provides details of three major areas on which the business should pay attention to meeting its customers' expectations. These are privatization, ease and speed.
To make sure your business stays ahead of the game, you may want to look at these 10 ways Improving Ecommerce Customer Experience, They can help you change your success rate, acquisition and retention rates.
1- Easy experience
Customer experience (cx) and user experience (UX) Get your hands in hand. They are important for both your business success and survival. Just providing customer service is not enough, the phrase & # 39; product is king & # 39; Now there is no case in retail. Customers want to be the best of both worlds: Efficient and intuitive browsing on a website that works seamlessly, and a memorable experience that they keep coming back to buy them from your business. At the moment, they land on your homepage, at the same time as they receive their order confirmation, the customer should be happy with each click. To achieve this, you should make sure that your website has intuitive performance and navigation while giving unique brand interaction. Customers want to know your brand, engage with your products, browse relevant, recommended content and easily & # 39; Buy Now & # 39; on the checkout page. Want to click on
2- Product Review
Product review is essential for both the success of your business, and the overall experience of the customer. Customers rely on product reviews and feedback. according to this People claim, 70% of customers see reviews and ratings before making a purchase, 41% of whom claim that they will read 4-7 reviews before participating with their money. Displaying a product review is not important for your customer's experience, research shows that a rating or review increases conversions by 74%.
3- Avoid Quit Shopping Cart
The checkout process should be a quick and painless experience. In 2017, Baymard Figures published from 40 different studies have been published on e-commerce shopping cart abandonment since 2012-2018. They found that on average, 70% of customers leave their shopping cart. This, to a lesser extent, is due to the nature of ecommerce shopping. Many users are easily shopping the window, looking at price comparison, are saving items later or are searching for gift options. Take a deep look It has been shown that 1 out of 4 shopkeepers has abandoned a cart in the last quarter due to a very lengthy / complex checkout process. & # 39; If your analytics show that your customers are leaving your cart right before starting the payment process, look at your checkout design, you can Increase in conversion rates By changing design and functionality, up to 35%
4- Free Delivery
Competitive product pricing is no longer the sole determinant factor for customers when they are weighing and where to buy them. Shipping, taxes and fees are a big turn for customers, and research is a large-scale specialty 60% discount rate Those people who do not want to pay additional shipping costs. Providing free shipping options can increase your average revenue per user (ARPU), your customer loyalty and retention rate. There are several ways you can: Include the cost of shipping in the price of the product, provide an annual cost-shipping membership fee or free shipping above a certain price limit. This final option can increase your average transaction cost (ATV) as people are more likely to add goods on quality for free shipping.
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How To Free Shipping Without Losing Profit Margin
5- Free, Easy Returns
In the same vein as the free delivery offer, offering free returns offers customers security and confidence that if they do not like the product they receive, they can return it at no extra cost. research has shown 86% shopkeepers Want a return shipping label provided with your purchase. After all, when you talk about ecommerce, you have to be flexible and generous, when customers buy online, it requires complete independence, and includes a return process. By providing them with the most hassle free options, it will be sure to experience 100% satisfaction, which is guaranteed to improve loyalty and retention rates.
6- Omnichannel shopping
With the theme of last facility, retailers should be able to quickly adapt to the demands of the growing digital scenario. This means that adopting an omnichannel strategy, which consumers have. Multiple payment options. Omnichannel provides a fully integrated shopping experience for shopping customers to connect user experiences with traditional brick and mortar shopping, shopping via smartphone on the store app. Studies have shown that customers have the power to help maintain average by providing many touchpoints and seamless transition from channel to channel 89% Customers.
7- Privateization
Is one of privatization Six Columns of Customer Experience. Personalization includes the performance of your customers' specific needs and the experience of optimizing the experience in their circumstances. Make sure that you use their name, accept any previous interactions and use your preferences to make messages feel personal. The purpose of using personalization is to make the customer feel important and valuable to make an emotional connection so that in return they want to invest in their own brand. The advantage of payment technology is that there is an abundance of data available on customer shopping habits that retailers can use to customize and personalize customer experience. Take advantage of this incredible resource, it can be a lot of things that boost your sales.
Bottom-line:
The only way to increase the conversion rate of the ecommerce website without increasing traffic is the only way to improve the customer experience. It does not just improve sales, but also produces better ROI. Therefore, if you still have not started working to improve the customer experience, then start it right now!
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