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Customer Experience Matters

Customer-centric strategies have been used in traditional sales and marketing channels for decades, but there are still some customer experience  practices that could be put into play in the ecommerce arena.

Advances in technology now have made it possible for online retailers to create shopping experiences that are centered on the individual shopper.

80% of shoppers say they will leave a website if they’re having a poor experience

If your online customers are not happy with your platform, its very easy for them to go somewhere else. That is why every second matters. Literally.  For an e-commerce site clearing $100,000 in daily sales, a one-second delay translates to $2.5 million in lost annual revenue.

A great on-site experience remembers the shopper’s name, where they are located, what they have purchased in the past, and products they have abandoned in the cart. It also intuitively recognizes what they are browsing for today. By using the data it collects over time, your eCommerce system can become your best salesperson.

You also need to have staff prepared to give your online customers the best experience they possibly can have  – if they ever need to contact you. Returns, questions, or other issues can cause your customers to pick up the phone, and they need to know that the people on the other side of that line are willing to go above and beyond.

Seems Obvious – Right?

For any seasoned business owner, these things can seem very elementary. Of course you need your customers to have a good experience – right? The difference is that what that experience is changes almost just as fast as you can adapt. If you don’t have the tools in place, you may be missing out before you even realize it.

Looking to take your eCommerce solution to the next level and increase your customer experience? Contact Znode today and find out what we can (and will) do for you and your business.

 

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2016 eCommerce Trends

With 2015 coming to a close, it’s already time to start getting your eCommerce site ready for 2016.  Trends have come and gone, but the following are going to reign next year…and likely stay for good.

1. Mobile shopping.  We’ve said it time and time again: mobile shopping is as prevalent as shopping on a desktop or laptop.  Our culture now dictates mobile devices as a must-have item, making it a key component of eCommerce.  It should be noted that we’re not talking about mobile apps.  We’re talking about mobile sites.  A report from Kissmetrics found that 7 in 10 consumers would rather use a mobile website over an app.  The same report concluded that mobile phone users are the most valuable segment of customers because their conversion rate is so high.

2. Marketing automation.  You might be thinking email automation with this one, but it’s so much more!  Ventureburn notes that “customized landing pages, tailor-made discounts and promotions, easily accessible shopping carts, and automatic display of related recommended products for customers” fall in the realm of marketing automation as well.

3. Product customization.  You’ve probably been online recently and seen options to customize or personalize products.  This is a growing trend in B2B and B2C spaces because everyone wants their products tailored.  What’s better than designing exactly what you want?

4. User interface improvements.  No one wants to shop on a clunky eCommerce store.  Simplistic design and an easy check-out process will be king.  Practical Ecommerce also notes that striking photographs and videos will be popular in 2016.

Keep these trends in as we round out 2015.  eCommerce is booming in B2B and B2C spaces, so a look at upcoming trends will help keep your site relevant.  It’s a game to play –getting conversions– but it can be done with the right insight.

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Will it be happy holidays for retailers this year?

Five To-Do’s for 2015 that will have you wrapping up the season in the Black (Friday).

Repost from Avalara.com

November and December are no “ho-ho-ho” laughing matter for retailers. Seasonal shopping is serious business. Nearly 20% of total retail sales occur during this period. But shopping trends are a lot like fashion trends; what was hot last year may not be now. Here’s a closer look at some key takeaways from 2014 as well as a “nice list” for what retailers can do this year to keep customers happy and keep them spending.

1.       Get the early birds and the last-minute shoppers

2.       Create a more seamless experience for shoppers

3.      Be mobile-ready

4.       Socialize More Often

5.       Be ready for big data

 Want the detailed data and drivers behind these trends?  Download the full whitepaper “How to Wine at Black Friday and Cyber Monday.”

One last to-do for your holiday checklist: Sales tax. Shoppers can be a real Grinch about incorrect or unexpected costs at checkout. Wrap up their purchases neatly by automating sales tax in your ecommerce system, shopping cart or point of sale system.