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.