Online shoppers primarily prefer three things: Convenience, Guarantee and Accessibility. A large part of customer experience revolves around these three factors and if you lack quality in any of these, your brand will have a hard time. Here are six ways to improve your customer experience, focused on the above factors.
Ensure that you provide sufficient details in the form of descriptions and tags to let your customers understand the product well. Come up with strategies that can reduce the perceived risk of your products\services. You may do this by offering an easy return policy, a product service guarantee, or the lowest price guarantee. Remember to incorporate innovative visual tactics to make your guarantees easily noticeable and genuine.
Bring down the number of pages for check-out. When you go to a store, you simply want to get your desired product and leave as soon as possible. The same goes for online shopping so providing a seamless check-out process can help you bring down the number of abandoned carts. Do not complicate or your customers will leave.
Personalization can be an essential tool for retailers to retain customers. Create a shopping experience that makes your customer feel valued. This is often done by providing info on delivery details to the customer’s region, specialized discounts or offers on products/services relevant to the customer, communicating with your audience through emails, social media, and other tools.
Display a token of happiness. Delight them with random surprises at the end of the check-out process, give reward points on purchases or introduce referral programs. This also has the potential to increase word-of-mouth.
There are two disadvantages when forcing them to create an account for purchasing. One, it creates inconvenience and demands more time from the customer. Secondly, they needn’t be ready to share personal details, especially if it’s their first visit to your website. Think of yourself as a customer; you wouldn’t want to waste a lot of time on buying a pair of shoes, do you?
Optimize your website for the best user-friendly experience possible. This should be iterated on a regular basis and should be done based on feedback and tested results. Optimize it for mobile such that the process is quick and smooth. Provide auto-fill enabled forms, pop-up keypads when required to dial numbers, organize by categories and display the search bar at every page easily visible.
A user may leave your website because of even a single error so ensure that it is optimized and fixed regularly.
Audit your online business periodically. Ask questions from a customer-centered approach. Take feedback from your past customers, conduct surveys, and take note of reviews.
Follow up on your customer’s purchases after they are complete. Contact them regarding their experience shopping with you and let them know about upcoming offers. This will give you an insight into your customer’s preferences and the nature of the shopping experience that you provide.
Remind yourself that there is always room for improvement. The exponential growth of online businesses has saturated product offers so customers no longer shop simply because of an offer that you provide. A seamless shopping experience is the answer here.
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