Online shopping and same-day deliveries have increased consumer demand. Now, you can’t just create an e-commerce website and expect your products to sell. Customers have a range of expectations from your brand even before they click on your website.
Not being able to provide an optimum e-commerce customer journey can take a toll on your revenues. You should always aim to offer a bit more than your competitors for an unmatched purchase journey and customer experience.
In this post, we will explore three main ways to build a stellar digital customer journey. But first, let’s check out a few essential facts.
What Do Customers Expect from Your Brand
Any e-commerce platform needs to ensure multiple factors to provide the ultimate customer service. What are consumers looking for?
Reasonable Shipping Costs
44% of customers abandon carts due to high shipping charges, fees, and hidden costs. Your shipping should have clear pricing and be transparent.
Guest Checkout
Many people steer away from your checkout page when they need to create an account. Guest checkouts can help you lose fewer customers.
Excellent User Experience
The customer journey should be smooth and uninterrupted. Any hiccups, like slow payment processing, can make your customers leave.
Secure Payments
19% of customers quit shopping when they don’t trust your site’s payment systems. Ensuring proper protection and using reliable payment gateways are a must.
Free Returns
Free returns can make or break your business. More than 49% of retailers help their customers replace their products for free. Your service should be on the same lines.
3 Main Focuses to Improve Your Customer Experience
1. Website
A reliable website performance helps you nail down more profits. Here are the things you need to pay attention to:
Loading Speed
40% of users steer clear of a website if it fails to load in 3 seconds. Your website should load quickly on both desktops and mobiles.
Mobile-Friendliness
More than 53% of internet traffic now generates from mobile. You are sure to miss out on many customers if your e-commerce website doesn’t perform well on mobile.
Ease of Use
Bad user journeys make 88% of shoppers leave a website. Your online store should be user-friendly and easily navigable. Only then can you boost sales.
Easy Checkouts
Checkout barriers like “sign-in” are a sure way to drive away customers. Make your checkouts simple and enable guest purchases.
Multiple Payment Methods
Digital payments now make up 41.8% of global shopping. You need to offer multiple payment options, so your clients won’t have any purchase problems.
Fortunately, you can hire a web developer and improve all the above factors!
2. Communication
Optimum customer support and assistance can create instant loyal customers. Here is what you need to look at:
Customer Support
No customer experience strategy is complete without customer support. You should have at least a few human representatives as 75% of customers prefer a human touch.
Product Support
Product support is necessary for all products, not just tech solutions. You can help your customers make the most of your products for the ultimate satisfaction and loyalty.
Reviews
Encourage your shoppers to leave reviews as 91% of new-gen shoppers put their faith in online reviews. Even negative reviews count and can improve your conversions.
Thank You Page
Thank You pages not only make customers feel good but also increase conversions. They can be a great way to nurture your converted customer and push for upsells.
3. Additional Perks and Policies
Extras always win hearts. Try to include more perks of shopping at your website to offer the best digital experience. Focus on the following:
Free and Fast Delivery
9 out of 10 shoppers see free shipping as an incentive to buy more. Additionally, 61% of buyers are ready to become loyal customers for same-day shipping. Do you need more reasons?
Right Price
The internet has made it easy to track the lowest prices. You can’t expect to sell if your prices are higher than your competitors.
Free Returns
You already know how free returns affect customer experiences and your profits. So, you should always have a free return policy.
Loyalty Programs
59% of customers prioritize rewards or loyalty programs when choosing a retailer. Plus, a 5% increase in customer loyalty can boost average profits from each customer by up to 100%.
Eco-Friendliness
70% of shoppers in the U.S. and Canada feel brands should be eco-friendly. You should cut single-use plastic and use recyclable materials for packaging. It’s a great way to improve your e-commerce customer journey with minimum effort.
Final Thoughts
Reliable website performance is the foundation of a great customer experience. Things like free shipping, more payment methods, and fast delivery are vital to growing your business. Additionally, you need to engage and nurture your customers the right way with high personalization. Plus, a few perks like loyalty programs and free returns take your customer journey to the next level.
