In eCommerce, customer experience is one of the biggest factors to consider when managing your site. These are our tips and tricks to make your customers happy

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.

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