If there’s one thing that is highly important to customers today, it’s the shopping experience. Therefore, if we want to create a truly great eCommerce shopping experience for users in 2023, let’s get started right away!
Customers have grown accustomed to buying almost everything online, including clothes, household items, and just about everything else. Every year, eCommerce grows dramatically and rapidly. In 2021, the size of the global eCommerce market was estimated to be USD 13 trillion. IMARC group projects that the market will expand at a CAGR of 27.4% between 2022-2027 and eventually reach USD 55.6 trillion. More than ever, customers now have higher expectations. They want brands to be versatile and responsive. Also, over 60% of US consumers prefer online shopping over traditional physical stores.
The market stats are tremendous! For any eCommerce brand that wishes to expand, offering customers a fantastic online shopping experience is now a necessity, not an option. But what precisely does “customer experience” mean? In this blog, we’ll discuss the following: –
- What is an eCommerce customer experience?
- Why does the eCommerce customer experience matter?
- How can a bad online shopping experience impact an eCommerce store?
- How can your business boost eCommerce customer experience?
So, without any further ado, let’s get started!
What is eCommerce Customer Experience?
Customer experience, whether online or offline, on a desktop or mobile device, generally refers to every interaction a customer has with a business. This includes encounters with advertising and customer service. It also includes the path from initial contact to the point at which they make a purchase. For brands to be successful in online retail, creating an efficient online shopping experience is essential.
Why is it Essential to Improve your Customer’s Online Shopping Experience?
Customers nowadays are picky about where to spend their hard-earned money, especially when inflation keeps rising. According to recent research, more than 73% of American consumers value customer experience when making purchasing decisions. The following important business KPIs improve as customer experience is improved:
- Customer adherence
- Referral income
- Total sales revenue
- Customer lifetime value
- Brand value
- More growth
Additionally, competition grows stronger if more businesses focus on creating a great customer experience. It increasingly changes the game for profitability. According to reports by Hubspot, a company that prioritizes the wants and preferences of its customers may generate 60% more profit than one that doesn’t. The eCommerce customer experience provides a comprehensive view of how customers engage with your brand. It covers each action they take, from thinking about you and utilizing merchandise to what transpires if something goes wrong.
Increased brand value also leads to more profitability for the business. Buyers are more inclined to refer to other people on their lists and be more willing to deal with you. Additionally, it is simple to win the confidence of essential stakeholders when speaking in an informative way.
Any eCommerce company can flourish due to the value of devoting time, effort, and resources to improving your overall customer experience. Customers actively seek responsive, helpful, efficient, and trustworthy brands as online buying and eCommerce grow in popularity. Customers who have a terrible experience with a brand are likely to stop doing business with them.
How Can a Bad Online Shopping Experience Impact an eCommerce store?
You wouldn’t believe it, but a poor eCommerce customer experience can destroy your online business. It may have a short-term impact on your sales, but you may lose loyal employees and customers over time. You can face the following problems due to a bad online shopping experience offered to your customers:-
- Unqualified leads
- Loss of customers
- Lower profits
- Negative reviews
- Reputation damage
Now that you’ve seen the benefits to your business of having a positive eCommerce customer experience, now, let’s move forward and discuss:
How to Boost the eCommerce Customer Experience?
Here are some simple strategies for redesigning your eCommerce platform so that you can give every new and returning consumer a great online shopping experience.
#1. Make Your Website Easy to Navigate
Your website must be simple to use for all customers. Ensure that your website has adequate color contrast, that each image has an alternative text/caption, that your videos have subtitles, and that viewers can easily navigate the site.
#2. Offer Personalized Suggestions
Displaying products and services in a way that makes each potential customer feel they were produced just for them as a goal is essential to any good eCommerce website. A customer’s name on an invoice is a traditional way of receiving a personalized experience. Customers may become more interested in your brand by receiving recommendations based on their browsing history, location, and shopping habits. Using surveys or data from tracking tools can help provide insightful information about your customers’ preferences. A customer’s time browsing your online store will be more valuable due to your website’s strategic use of discounts, special offers, or even reminder pop-ups.
#3. Provide Efficient Customer Support
Self-service options and mobile CX channels like SMS and live chat are becoming increasingly common, especially with younger customers who prefer texting to voice conversations. When customers need assistance, voice is no longer their top priority. Providing a range of customer service options is a simple method to foster enduring loyalty.
#4. Include High-Quality Content
Customers who shop online significantly benefit from high-quality product content on your company’s website. After all, you want to offer your products in a way that would appeal to those who are interested in buying them. Hence, for buyers to know what to expect when they make a purchase, your products should be shown engagingly and realistically.
Good product content serves a variety of functions. Of course, it increases sales and is a fantastic marketing strategy. It can also be beneficial to inform your customers about your offerings and business, respond to any queries they might have before or during the purchasing process, and ease any worries or objections. Other ways that you can use to improve a customer’s online shopping experience are: –
- Use high-quality visuals
- Add an up-to-date Contact Us page
- Include a seamless checkout option
- Provide a social login feature
- Optimize product pages
- Make your website mobile-friendly
- Hire an eCommerce web development solution provider
Over the years, the importance of customer experience has exploded, and it seems this trend will stay. Many businesses now emphasize investments in eCommerce development services, digitalization, omnichannel experiences, and interactive technologies.
- If you want to improve the shopping experience for your customers on your eCommerce website, we can help. We are a leading eCommerce development services provider with 15+ years of experience in all the leading technologies.
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