Consumers have more options and places to shop than ever before. And their attention spans are getting shorter. So, if you own an eCommerce business and want online shoppers to buy from you, you must be able to instantly capture their attention – and make the purchasing process enjoyable and simple.
So, what can eCommerce companies do to make sure that online purchasing is a pleasant experience? Here are 8 strategies to develop a customer experience that will make customers want to buy from you again and again.
1- If you’re using a PC or a mobile device, make sure your site loads swiftly.
“For website load speed, aim for [a few] seconds or less,” says Gabriel A. Mays is the founder of Just Add Content, a business website platform. “The back button, not a competitor, is your worst foe.” If your website takes too long to load, visitors will go. They’re en route to a different location.”
Don’t forget about those who are constantly on their phones. According to Mark Taylor, Capgemini Consulting global head of Customer Experience Transformation, “studies suggest that over two-thirds of cell phone owners in the United States now use their phone as their primary Internet connection.” “As a result, businesses must provide mobile capabilities throughout the consumer relationship, from browsing to purchasing to connecting with the brand,” says the report.
“Today’s online clients want to obtain the knowledge they need immediately away,” says Ari Weil, vice president of Yottaa, a cloud-based automation platform.
“Retailers have milliseconds to pique customers’ interest and close the sale.” Amazon, for example, claims that every 100 milliseconds of delay costs them 1% in sales, whereas Walmart claims that every second of load time reduction increases conversion rates by 2%.”
“In order to keep potential customers on their Web pages,” he says, “e-retailers must optimize their websites to ensure maximum performance regardless of a customer’s network connection and location, or whether they are using a desktop, tablet, or mobile device.”
2- Keep navigation in mind, and don’t overlook site search.
“An organization’s website should be easy to access,” says Ali Mirian, senior vice president of product at Collective Bias, a marketing and shopper social media firm. “To keep customers engaged, reduce the number of unnecessary clicks and use features like auto-scroll.”
Also, according to Will Cook, vice president, Multichannel, HP Marketing Optimization, “invest in effective site search technologies.” “Site search is still an underappreciated component of the client journey. Search, on the other hand, makes it simple to match a user’s purpose with the appropriate content.” Furthermore, he says that “search queries and results clicks [give] user feedback, [which] can be leveraged to generate a more tailored experience in the future.”
3- When it comes to content, less is often more.
“The cliche ‘less is more’ often rings true when it comes to online material,” explains Mirian. Too much “text, [or] excessive graphics or videos” can soon “crowd the customer’s screen and detract from their entire experience,” as well as deter them from completing a purchase.
4- Include feedback from customers.
“Customer reviews are trusted 12 times more than an organization’s marketing piece,” says Hunter Montgomery, CMO of HigherLogic, a community management company. “Let them speak for themselves.”
“By-product reviews not only on their website but also on their mobile applications and in-store displays,” explains Theresa O’Neil, senior vice president of marketing at PowerReviews.
According to PowerReviews research from late 2014, “more than 86 percent of consumers perceive reviews as a critical resource for making purchasing decisions, and 56 percent of shoppers specifically seek out websites with ratings,” writes O’Neil.”By making ratings and reviews easily accessible across all touchpoints, brands can ensure a delightful client experience.”
5- Use colour psychology to your advantage.
“When choosing a colour scheme, consider color psychology,” advises Leah Preston, marketing coordinator at Enclave Hotels & Suites.”On websites that use booking engines, use green for the checkout or payment button.”Green, like a traffic light, signifies ‘go,’ and will evoke a favorable response in the customer.”
6- Provide a live chat option.
Allowing clients to speak with you in real-time is one of my top ideas for boosting the online customer experience,” says Aalap Shah, cofounder of SoMe Connect, a social media business. “We’ve successfully installed live chat software on a number of our B2B and eCommerce clients,” the company says, adding that “potential customers now have a method to more easily connect and ask questions [about products] without having to pick up the phone or wait for an email response.”
7- Make a self-service option or a FAQ page available.
“74 percent of consumers believe they should be able to address most product or service complaints on their own,” says Joe Gagnon, senior vice president and general manager of Aspect Software’s Cloud Solutions. “More than two-thirds of them also claimed that being able to answer a question or handle an issue without having to call customer service makes them feel great about the firm and about themselves.” Take the Help of a Good Digital Marketing Agency so you will get organic responses.
So, if possible, provide customers with a self-service option or at the very least a FAQ page.
8- Provide free shipping. Customers appreciate the free shipping.
“As long as you can absorb the cost,” says Nima Noori, founder, and CEO of Toronto Vaporizer, “offering free shipping is a must to stay competitive nowadays as an online store.” “Customers don’t have to worry about unforeseen charges with free shipment,” he explains. “This makes the purchasing process more [transparent,” and customers will be much happier with their shopping experience as a result.
Anji writes for Technical, Digital marketing, and SEO-related topics additionally; she has had a passion for the technology industry for more than ten years, Anji has become an experienced technical writer in this industry. She works in an Amazon Marketing Agency Called Winalll. Her goal is to help people with his vast knowledge to assist them with his best suggestions about different activities: Seo Updates, Digital marketing updates.