If your e-commerce firm has been operating for any duration of time, you are already aware that having a great product is not enough to ensure survival, let alone success.
Yes, the products you sell have a significant influence on your company’s future performance.
However, you can’t rely just on the quality of your products to draw in, keep, and reward your e-commerce clients.
In actuality, customers no longer choose a brand over another primarily based on the quality of the product. Delivering a worthwhile overall experience to your e-commerce clients is now much more crucial.
To help increase customer loyalty, customer retention, and eventually customer lifetime value, we’ll go over everything you need to know about building a great e-commerce customer experience in 2022 and beyond in this article.
What is e-commerce customer experience?
The phrase “e-commerce customer experience” refers to the totality of all interactions, engagement, thoughts, and feelings between a consumer and your company, as perceived from the customer’s point of view.
The customer experience includes everything that occurs from the first time a person hears about your brand to the moment they consciously decide to quit doing business with you. This is a broad definition by design.
Let’s look at 7 practices in which you can deliver engaging e-commerce experiences for your e-commerce store.
1. Excite Your Clients
According to HBR, a 5% improvement in customer retention rates results in at least a 25% boost in profitability. Companies that recognize the value of client retention put a lot of effort into giving their current customers a seamless shopping experience. Here are a few suggestions for e-commerce stores to satisfy their customers:
Customers that buy things receive email rewards or loyalty points that can be used later.
After shopping, send emails of gratitude. Depending on how many clients you have, a handwritten thank-you gift card can be an even better option.
Implement a recommendation scheme that will benefit both your current clients and potential new customers.
Send your most devoted customers complimentary presents like t-shirts, mugs, or keychains along with the order.
2. Reward Your Customers
Surprises appeal to online shoppers. To improve the consumer experience, you might include surprises at various points throughout the purchasing process.
It is frequently advised to provide free shipping. Implementing this method a little differently will increase your sales. Mention it during the checkout process rather than being ostentatious about it.
This will motivate the customer to make additional purchases from you and encourage them to tell their friends about you. This approach works for the abandoned wagon as well. Send a surprise reward to your customers to complete the purchase rather than the usual “We miss you” emails.
3. Create a Local Group
A community is a collection of ardent supporters or devoted patrons of your goods. It is the outcome of all you do, stands for, and represent as a brand.
Your items have supporters in the community. Email and social media are two of the most effective ways to create a community. You can nudge your audience to rate and comment on your product pages.
4. Improve Your Online Presence
eCommerce brands can project their distinctive brand voice using social media. If it’s not currently possible for you to employ a dedicated social media worker, schedule a certain period of time each day to reply to questions on social media about your store.
Make sure to respond to any comments, whether favourable or unfavourable, on social media platforms like Facebook, Twitter, and Instagram.
5. Adhere to an Effective Content Strategy
Helping your customers solve their biggest problems is the aim of content marketing. The things you sell can be discussed via blog articles, advice, interviews, videos, and infographics.
You may produce material that offers fashion trends, advice on how to look good, etc. if you manage an eCommerce business that sells fashion-related products.
To improve the quality of your product’s image and attract customers, you should select one of the product retouching services. Always remember to schedule this in a content calendar.
6. Provide customers with an Omnichannel experience
On the internet, your consumers are accessible through all means. You ought to be too! The best course of action is to deliver a successful omnichannel consumer experience!
Conversion rates can be dramatically increased with omnichannel marketing. Ensure that your website prominently displays all important contact information, including email addresses and phone numbers.
Include live chat and widgets on your website to enable real-time consumer communication. With the development of chatbots, it is now simpler for the customer support department to be accessible 24/7 and to automate answers to frequently requested inquiries. Finally, be sure to get quality WooCommerce hosting to ensure that users can quickly find and access your website.
7. Customize the Client Experience
The era of personalization is upon us. Emails with a personal touch are no longer sufficient. Throughout the buyer’s journey, you must tailor the buying experience based on many factors.
Utilize recommendation engines to offer tailored product suggestions based on the user’s location, past purchases, and browsing activity.
Additionally, eCommerce stores may make sure that their customer experience game is strong by using exit intent pop-ups, discounts, abandoned cart messaging, etc.
Conclusion
Every organization’s product features and pricing have been completely saturated by fierce rivalry. Customers are no longer content with a great product offering alone.
You require a distinctive omnichannel offering that distinguishes you from the other competitors if you want to stay ahead of the competition.
You can definitely do it by giving your customers a fantastic experience in your E-commerce store and other channels.