Every February, online stores apply love-inspired tips to their marketing and sales strategy. While it’s smart take advantage of every e-commerce opportunity to increase your income… the real secret win your customer’s heart it is something else.
Valentine’s Day is the perfect occasion start showing your customers how much you care about them. Interested in finding out how?
Love is all you need! But how to translate it into e-commerce language? It means to really provide unforgettable customer experiences as well as thoughtful customer service. Throughout the year.
In this article you will learn:
- How your store’s online presence can influence your customers’ purchasing decisions
- Easy ideas and strategies to improve your customers’ online experience
- The difference between customer experience and customer service
- The power of customer experience in international e-commerce
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30 ideas to improve the customer experience in your online store
The heart of your business. Why is customer experience important?
Why bother with you? customer sentiments? You can lower your prices and wait for them to take the bait. Or, you can take a different approachEstablish yourself as a shop selling products of the highest standards. Nevertheless, price and quality are not the only factors influencing purchase decisions.
According to A Forbes Insights and Arm Treasure data survey, 74% of consumers say they buy based on experience alone, and 77% consider customer experience as important as product quality. What if we told you that? 86% of customers would pay more for a better shopping experience? These statistics, taken from a study by American Express, are eye-opening, especially if customer experience hasn’t always been at the top of your company’s priorities.
Wow your customers. What makes a great digital experience?
Many people mistakenly believe that customer experience is limited to brick and mortar stores. It is available digital world too! It’s hard to be subjective when creating lists, but this strategy allows you to do just that thrive in markets and prepares you long term success. How: By increasing sales in the short term and promoting brand loyalty in the long term.
E-commerce customer experience is a broad concept. It includes all engagements, feelings and experiences a customer may have when interacting with your online store. This means all your online efforts, not just your market listings and current purchase. Every detail counts.
A love story is being created. Understanding the customer journey
Be a successful eCommerce seller by paying attention your customer’s digital journey is important. Think of it as a way to interact with your online store. every step enables you to give your customer a positive experience. You need to understand how your customer thinks and use that knowledge to ensure a smooth, enjoyable and effortless shopping experience. Note that the customer journey is not always linear, and the customer may revert to earlier stages at any time;
#1: Initial purchase
This is the phase in which potential customers become aware of your offer. They become familiar with it and consider buying your product. They first do some research, which may include reading about your product, visiting your website, comparing your offering to other sellers, reading reviews, and more. They also evaluate and consider many factors such as product price and quality and delivery. and return conditions.
Once a potential customer has decided on a product, they will complete the purchase by adding an item to their cart, entering their shipping details and completing the checkout, thus completing the checkout process.
After completing the purchase, the customer receives the product. This phase includes the actual delivery of the product and any subsequent customer service. After receiving their product, customers can buy it again from your store or recommend your brand to others.
Need ideas and strategies to improve your customers’ online experience? We split it up easy to follow ideas What to improve at each stage?
Once bitten, twice shy. avoid bad customer experiences
As in love first impressions count in salesThe success of your e-commerce business is closely related to it.
A bad customer experience will cost you, literally. Not only does it directly affect your sales, it also drastically damages your reputation. Every third consumer (32%) say they will leave a favorite brand after a bad experience. According to Temkin Group research, 86% of customers who received a great customer experience are likely to buy from the same company again.
Forget-me-Not. The importance of customer retention
You should evaluate each new customer. However, a loyal, returning customer should hold a special place in your company’s heart. According to Invesp’s 2021 study, acquiring a new customer can be five times more expensive than keeping an existing one. An e-commerce business needs to focus on customer retention strategies increase profitability and sales. Just like in long-term relationships, they need to be nurtured thoughtfully.
Match Made in Heaven. Customer experience and customer service
Customer experience (CX) and customer service (CS) are related but distinct e-commerce concepts. Customer experience is about general perception brand or company, including factors such as ease of use of the website or app, product selection and delivery options. It covers the customer the entire journey when interacting with businesses, from browsing to shopping to after-sales support.
On the other hand, customer service focuses on solving customer queries and problems. This includes answering questions, processing returns or exchanges, and handling complaints.
Both are important for maintaining customer satisfaction and loyalty; customer experience is more complete concept which includes the customer’s overall relationship with the brand. Customer service is focused on solving specific needs and problems as they arise.
Conclusion. Fuel for love
Treat your customer like your Valentine every day. If you want to show your online customers how much you care about them, show commitment. It can set you apart from other sellers. Take the time to listen to your customers’ needs and incorporate their feedback into improvements to your online store.
Have hope even if you need to make changes. eventually, relationships evolve. Think of them as an opportunity to increase customer satisfaction, loyalty and ultimately sales. Remember to be consistent in the quality of the shopping experience you provide.
Many adjectives describe love just like they describe perfect customer service. Dedicated, true, endless, passionate… customer care equals a blissful customer experience. The challenge is to deliver first class service throughout the year and to optimize your resources while doing so. We have prepared some easy tips to help you improve the shopping experience in your online store.