We are living in an era where e-commerce stores are taking over the market. Globally it has become inevitable to be present on online platforms for a successful business.
Today in this trend of eCommerce stores to survive in the business only the best product is not going to be enough, it also depends on your efforts to engage, attract and repeat(retain) your consumers to your business.
In fact in the eCommerce business, the services you offer to your consumers along with the quality of the product matter the most. A valuable overall experience of your consumer in your business is going to be your doorway to success. Engagement-communication and connection of a customer with the brand on an online platform is called e-commerce customer experience.
In this article, we are going to reveal the success mantra in the e-commerce business by closing the gap between the customers’ expectations and your service delivery.
We will talk about creating a great e-commerce customer experience in 2021 and beyond to help improve customer loyalty, customer retention, and ultimately your customer’s lifetime value in your e-commerce store. This will help you to improve the customer experience.
What is Customer Experience (CX)?
Not only in the era of technology and mobiles, customer experience or reviews from customers about your product or services has always been in the center of any business’ strategy towards success. in simple language we can say that customer Experience is what he will write about your app, website, product or business on the online platform and what others will perceive out of it.
Whether it’s a call to a customer center, exposure to an advertisement of a brand, or even something as basic as the payment of a bill, every exchange between customers and your business decides your relationship with your customers. The customer should feel that the e-commerce business keeps them in mind while offering services and products to them.
In today’s time when everyone is on social media, everyone has access to all the data and information of all the brands just a click away, a positive report of your dealings with your customers and good customer experience is going to be an indirect form of an advertisement of your brand.
It is observed that a customer chooses certain services or products not only because the brand offers a good product but also because he has a good experience with it, he feels comfortable buying it, using it, and dealing with the customer center in the time of need.
Why Customer Service Matters?
Technology and inventions in communication have made online shopping very convenient for customers. In your eCommerce business, whichever product you are offering to your customers, there is always going to be a lack of that personalized feeling in the customer interactions like in physical shopping.
In addition to that Various issues can take place when your customers are shopping online– freezing of the website, not being able to reach customer care, not able to find the product they require, the product that was available earlier is no longer on the list, the promo code they’re using isn’t applying their discount, etc.
In these circumstances, the e-commerce store needs to ensure the availability of online support for the customers. Also, there will always be multiple players in the same product or service sector.
To make sure your customers come again to your e-commerce store for repeat purchases or you are able to attract new customers to offer your product, you need to assure excellent customer service.
This does not only assure you great sales and profits but also helps you to reach leading positions in capturing market shares. Technology has made it possible to deliver excellent service online without actually meeting customers face-to-face.
One simple enjoyable experience of your customer with you is going to give you a long-lasting positive review, relation, and trust of your customer and will ensure the success of your e-commerce store.
Different Ways to Improve Your Customer Experience for Your Ecommerce Store in 2021
It is found that a happy satisfied customer is actually ready to pay extra for a better customer experience. When customers spend more, it actually increases their order value, directly increasing profitability.
Thus, a positive review of a customer is directly related to the success of your e-commerce business. Here we have a few ways listed out which can change your customer’s experience to your e-commerce store and will lead you in the market.
Make Your Customers Feel Needed
A Happy Shopping Experience Means a Happy Customer.
A happy customer means more shopping and more profit. So always try to delight your customer by increasing the service in all possible aspects. You need to understand that retaining the existing customers is very important for success. The brand can offer different things along with the prime product or the service. Some ideas for customer delight on eCommerce platforms can be:
Rewards or Loyalty
Points on purchasing a product that a customer can redeem on a second purchase or later on.
Customers Receiving Special Messages
On birthdays, anniversaries, or on their special day makes them feel valued. This simple gesture from your store can help you in retaining your customer very happy.
The Store Can Send a Thank You Message
Depending on the volume of the customer, the store can send a thank you message or a handwritten note that will make the customer feel valued.
For an E-commerce Platform Referral Program Has Been Proven Very Successful
The existing customer can get rewards for bringing a new customer. The reward can be a discount on the next purchase or some loyalty points.
Omnichannel Integration(Multichannel Business Structure)
An Omnichannel Integration
This means that the integration between distribution, promotion, and communication channels of the business. This integration allows customers to have the flexibility to switch the mode of purchase online or offline, and also does not limit the customers to any particular device. It allows users to switch between devices or from an app to a direct website.
The Omnichannel Integration of Channels
It does not limit your business to anyone particularly the city, store, or technology. Customers having a membership in your store can have access to switch between channels throughout an interaction or purchase.
Your E-commerce Store’s Presence
The presence on all social media sites like WhatsApp, Facebook, Instagram, Pinterest, and a link to direct the traffic from there to your shop should be a smooth process. This will make your customers’ shopping experience an easy one.
Shoppers Having Experience With Integrated E-commerce Stores
E-commerce stores have a 30% higher lifetime value than those only using one of the channels. And this will ensure the best eCommerce experience for your customer.
Leverage Social Media Marketing
Today All the Global Marketers Have Started Investing
Investing their money into social media marketing. Due to the high number of users, making your presence and business-related content on your preferred social media platforms will likely expose you to new customers.
Because today more and more people are getting on social media and it has become an integral part of everyone’s life, it can also inspire, direct or attract customers to your e-commerce business. Facilities like Facebook shop and Instagram Feed for e-commerce stores help the store owners to market their products effortlessly.
Also rather than just being in the eyes of your customer during purchase, or being a name just on their receipt, it is better to be engaged with customers through different social media apps. It will give the customer a better e-commerce store experience.
Attract Shopping Through Mobile
Gone Are Those Days When Running a Business Meant Advertisement
Advertisement through some website banners, roadside banners. Also having a simple website or email marketing is also not going to be sufficient. The mobile revolution has created new opportunities for e-commerce businesses. It has become compulsory for e-commerce stores to provide their customers an opportunity to purchase and to explore the options in the product.
You Can Design an App for Your Ecommerce Business
Make sure your store is present and responsive to all devices whether a user browses your online store on a laptop, tablet, or mobile device. It is also to make sure the customer experience is frictionless and works properly on any device. The customer should have a smooth shopping experience starting from mobile login to the checkout page.
Smooth-Uninterrupted Checkout Process
The Online Store Should Have a Smooth Process
A smooth process right from entering a site to different categories of your products to the billing counter, just one sees in physical stores. Entering, browsing through products, and lastly checking out after purchase should be easy for a customer. It is found that many customers avoid purchasing from certain sites only because the checkout and payment options are not comfortable for customers.
Creating an Easy Checkout Process Could Help in Reducing the Number of Abandoned Carts
The process should be simple, the shopping cart should be visible from every page, and payments must be secure. Try to build an option of showing the many types of checkout options, allowing various payment options. This will make sure your customer gets a preferred payment option and the customer has an easy shopping experience.
Customer Feedback Through Frequent Surveys
Ecommerce Business Purely Survives With Positive Reviews Left by Customers and Retaining Customers
Listening to your customer should be one of your business Mantra. You need to ask your customer about their experience in your e-commerce store. And even before that have a mental preparation to be able to take up the challenge to put those changes immediately.
The Information Generated Purely on the Reviews Left Behind by Customers
It can give you a real insight into your business. You can change and improvise as per the need of time. And this way survey feedback from customers can help you in thriving your e-commerce store.
A customer-centric approach is what we need today for increased brand loyalty. All the strategies that you decide or plan for an improvised eCommerce customer experience will be all about the brand loyalty of customers towards your store. Your customer is the one who is going to help you to achieve success through positive reviews of positive experiences on your e-commerce store.
A great eCommerce customer experience is key when you want to stand out from your competitors and aim for repeat sales. An improved customer experience for e-commerce stores will also have enormous effects on your business revenue and customer loyalty. We expect that this article to improvise your e-commerce customer experience will be a great help.
Author: Shivbhadrasinh Gohil
Shivbhadrasinh Gohil is the Wizard of Light Bulb Moments at Meetanshi. He is a Digital Marketer and has been optimizing Magento stores since 2010. He has founded 2 successful Magento Agencies since 2014. When not working, you can find him reading books or spending time with his daughter & son.