Are your B2B clients happy with your online experience

Are your customers happy with your online experience? If you are like 44% of those who responded to a  recent survey (2017 B2B Digital Commerce Imperative), then they probably are not.

And when you are dealing in the B2B space, you could almost argue that that is more important than B2C.

Why?

Because there is a good chance they also know what it takes to business online. They may even have a storefront themselves. And they already have preconceived notions on how online commerce should work.

If your store doesn’t fit their idea of what online should be, then there is a good chance they will find someplace that does.

One of the worst things you can do is assume that since they are aware of the trials and tribulations that come with working on an online platform, that they may be more forgiving. If that thought has ever crossed your mind, then you may have rested on your laurels a tad when it comes to your customer relationships.

You should never take them for granted, no matter what space you are in. And with the convenience of online for B2B sales, it is just as important to keep that relationship healthy. If there is something in your pipeline that makes the sales process bumpy for your clients – change it.

Just like with B2C – the smoother the ride and the easier it is for them to do business with you means it’s also easier for them to do business with their customers.

If 44% of B2B customers are not happy with the online experience – then there is a huge opportunity for you to create a space that brings in people into one that will have them coming back again and again.

Znode Multifront 9.0 is coming out later this year and will offer all the tools that you need to create that space. Contact us today and find out how we can take your online store to the next level.

customer experience matters

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, it’s 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.

Let’s repeat that so it sinks in.

$2.5 million in lost annual revenue.

Just because it took one extra second for your site to load.

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 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.

 

4 Reasons for Cart Abandonment

4 Reasons for Cart Abandonment

You probably have a plethora of analytics for your eCommerce site.  What if you’re stuck in the situation of having a high volume of traffic but few conversions (check outs)? It’s likely due to cart abandonment.  Here are a few reasons why those customers might not be buying and how you can get them to convert.

1. Shipping and handling charges

Do you ever get to the final stage of checkout online and notice a $12 shipping charge for merchandise that costs $20?  If the purchases are not a necessity, you’ll probably abandon the cart and go elsewhere.  This is why companies like Zappos excel at the eCommerce experience — shipping is ALWAYS free!  So what can you do to combat or avoid this problem?  Make your shipping/handling charges transparent.  Don’t entice someone to purchase your products just to abandon them because of a shipping charge.  Clearly make your policy known well before check out.

2. Not responsive and/or mobile friendly

Two different concepts but ultimately related to the overall user experience.  If your eCommerce site is not responsive on tablets or mobile devices, you could be in trouble during the checkout.  It’s difficult to complete the transaction if the screen does not cooperate.  Conversely, you might have a responsive site but it’s not mobile friendly.  For example, you might use buttons or call to actions, but they’re small and hard to use on a mobile device.  Abandoned carts are inevitable if this is the case.  So it’s obvious that you should have a responsive site and mobile friendly site.  Perhaps you also invest in developing a mobile app for the ultimate eCommerce experience.

3. Security concerns

The ubiquity of large data breaches can’t be ignored.  As a result, many shoppers are anxious about shopping online.  Alleviate this with PCI compliance, which essentially means you’re protecting customer data.  Znode employs a fully PCI compliant shopping cart, so you never have to worry about sensitive information getting into the wrong hands.

4. Account creation

It can be incredibly frustrating to create an account in order to check out on a site.  Sometimes you need to quickly place an order but have to go through the laborious process of creating an account.  What prevails?  Abandoned carts.  You’ve given the customer an extra step in the checkout process.  Consider adjusting your strategy if this is the case.  Another added benefit of making the account creation optional is revealing your most interested customers.  Someone who voluntarily gives you your email is likely a meaningful customer.

Don’t fret if you’re experiencing abandoned carts.  It’s a problem that can be solved if you evaluate the cause.

The Latest Trends in eCommerce User Experience

It’s finally 2016 and a great time to evaluate your eCommerce user experience. Holiday shopping is over, so you probably have oodles of analytics and data.  Now is the time to make some tweaks to your eCommerce site.  It seems like there are new trends every day. We’re here to break them down (note: this a list, not a ranking of importance).

Responsive design.

It’s the hottest buzzword in the techsphere because everyone is using a mobile device.  Shopping on a mobile device is more popular than ever.  Internet Retailer recently cited a report from Forrester that $1 trillion in purchases were influenced by a mobile device in 2015!  So that means a shift towards mobile shopping, making responsive web design (RWD) especially important.  Mobile shoppers quickly get discouraged if the process of completing a transaction is hindered by a messy, non-responsive eCommerce store.

Personalization.

Tailor your website and mobile website for your customers.  This might be a “Hello,” message, product recommendations, or anything that adds a personal element to the online shopping experience. You’ve made an effort to differentiate your customers and this makes the user experience unique.  As Practical Ecommerce notes, online shoppers want to feel like people, especially when it comes to things like product recommendations or “frequently bought with” prompts.

Communication.

Your eCommerce store needs to have every form of contact information and all of it should be easily accessible. A phone number, email, and even social media should be clearly visible because customers always have questions.  If I can’t quickly find a phone number during my shopping experience, I probably won’t complete my purchase.

Now, don’t go and completely change your site from top to bottom!  That will just confuse your customers and search engines.  Rather, look at pain points on your site and use these tips as a guide to plan your strategy.

The Importance of eCommerce Loyalty Programs for Retailers

In today’s extremely competitive eCommerce industry, companies (retailers in particular) find it essential to remain connected to their customers. Currently, brand loyal customers spend 67% more on company websites than first time visitors.

So the question is how do major retailers strive to retain current customers?

Implementation of on-site ecommerce social loyalty programs. Companies typically offer incentives and rewards in return for interaction on their social media channels. For example, “Liking” a company Facebook page, referring a friend to the page, or signing up for a blog subscription could result in discounts or gift cards.

In order to make your social loyalty program successful, meeting customer preferences and constant engagement are key factors. Social interaction and longer browsing times can lead to higher conversion rates. In fact, online shoppers spend 50% more time on eCommerce websites and visit twice as many store pages when they are connected to a company’s social media channel. Facebook is the current leader, as it’s where 80% of social media users prefer to follow ecommerce businesses and brands. Read more about the benefits of social loyalty programs in the article “Why Social Loyalty Programs are Valuable for Retailers” by Al Lalani.

 

Interested in seeing how the Multifront ecommerce platform integrates social reviews and social media channels into your ecommerce website? Schedule a personalized demo now.

Photo by hnnbz