How To Improve Your Online Customer Experience
With so many shoppers now completing the bulk of their purchases online, a positive online customer experience is even more important. According to recent market research studies, as much as 20 percent of annual revenues are lost solely due to poor online customer experiences. There are many reasons that consumers can be turned off by online shopping. Common problems range from poor site layout and slow load times to inaccurate listings and website glitches. At the end of the day, it all boils down to not having the right digital tools to serve and interact with customers correctly.
How To Improve Your Online Customer Experience
If you are looking for ways to boost your online presence and keep your customers happy, our suggestions may help.
Does Your Industry Affect Your Customers Online Experience?
On paper it would seem like customers can be expected to have the same experience despite the products being sold. However, every industry has its own niche and some digital tools that are effective for one may not be effective for the other. For example, a company that sells cosmetics is able to display imagery that represents its products, however, a company that sells perfume would need to use words. The digital customer experience not only depends on the efforts put forth by the company, but also the products or services being explored online. Hopefully, our tips will help you to improve your online customer experience regardless of which industry you work in.
Make A Personal Connection With Your Customers
Online stores and big box stores may sell some products, but the experiences are much different. Where retails stores can get away with not being highly personalized, they make up for it in the superior in-person customer service provided. When people are shopping online, there is no way to dazzle them with the typical bells and whistles found in the store. Instead, make each user’s visit to your site more personal by allowing your site to adapt to their search style. You can personalize the shopping experience for users who log in. Another option is using cookies to gather the information that allows for adaptation on the fly.
Research has shown that ROI tends to increase once an online shop has been personalized. You can offer a custom greeting page for your customers or even casual visitors. Offering location-based products and delivery options paired with recently view items is also a great way to engage with your site visitors. Wish lists or virtual shopping lists are another great way to help your customers feel valued and remind them of items or services they want to keep an eye on.
Speed Up Your Website
No matter what product or service you are selling, it is important to have a fast loading website. The average consumer will only wait between one and three seconds for a page to load before moving to a different page or even a different site altogether. With so many consumers accessing their online media from tablets and phones, it is also important that your website be built to be mobile-friendly. Even Google smiles kindly on websites that are responsive by offering their links to web searchers before links of websites that still function on traditional styles. Responsive websites will also allow each page to load more quickly which will keep your customers on your site longer, at least until they are ready to make a purchase.
Boost Your Cross Sales and Upsells
Customers generally visit a small business website looking for a specific product. Depending on their budget or their available timeframe, they may independently browse for add-ons. One way to encourage browsing and boost your sales is by suggesting compatible products that match or pair well with the item they are viewing. You can offer additional goods on the product page, or you can wait until they add something to their cart. Make sure that what you are offering is actually relevant to their pending purchase, or you risk triggering ire.
Following a successful purchase, sending out a thank you email is another way to personalize their experience. In addition to saying thank you, the email can offer discounts on specific items during their next purchase that they viewed during their visit. Just keep the extra advertisements to a minimum, or you risk overloading your customers and they will click away with a negative impression instead.
Improve Your Social Media Marketing
Marketing via social media has been a huge thing in recent years. However, there are other ways to take advantage of this option. Consumers love to keep up with brands by following them online on all of the popular apps. You can improve their loyalty and customer shopping experiences within these apps as well. Consider adding the option to sign into their shopping account with a social media account option. For customers that worry about privacy, give them the option to use Facebook by SOUQ. Give your customers shout-outs on social media when they make a purchase or post reviews of their purchases online. Include links directly to your online shop or even sell your products directly via stores within these mobile apps. Because of this, your customers being able to check out easier. They also won’t even have to navigate away from their browsing platform.
Virtual Trials
Let’s face it, customers won’t be trying out products in person for a while. In some cases, even returns are going to be restricted. Instead of allowing your customers to play Russian Roulette with their spending dollars, offer virtual try-ons instead. This will allow them to see how the product looks before they make a purchase decision.
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