As an online retailer, your goal is to provide a seamless customer experience from start to finish. You want customers to find what they’re looking for quickly and easily, purchase it with minimal friction, and get the product delivered as soon as possible. To make this happen, you must create an end-to-end online retail experience that engages customers at every step of the buying cycle.
The digital landscape is competitive, and consumers have more options than ever before. Online retailers who don’t offer an exceptional customer experience will lose business to their more efficient competitors. In fact, A 2018 Accenture report found that 48 percent of shoppers left a business’ website and made a purchase from competitors because the experience was poorly curated—an increase from 40 percent the previous year.
Customers want to avoid dealing with slow load times, confusing navigation, and other issues that can make it difficult to find what they need. To eradicate or minimize this problem, you need to provide a digital experience that streamlines the online shopping process and makes it easy for customers to quickly find what they’re looking for.
Shoppers will trust and have confidence in online retailers with professional eCommerce websites that are easy to navigate. Below are some tips to explore when delivering a fantastic customer experience.
- Create A Mobile And User-Friendly Website
According to the digital marketing agency OuterBox, more than 50 percent of all eCommerce sales made during the 2022 holiday season were from smartphones. This shows why it’s crucial to have a mobile-friendly website that’s easy for customers to use on their phones. This means you need to design your site with mobile in mind and make sure it loads quickly and runs smoothly.
In an article published by Google, 53% of website visitors will leave if it takes longer than three seconds for the page to load. You could lose more customers if your website isn’t loading quickly and smoothly on mobile devices—especially during the holiday season when traffic spikes. When customers can access your content quickly and easily, they’ll have more confidence in your brand.
- Integrate Live Chat Into The System
Live chat is an incredible tool for customer service. It allows you to talk to customers directly and provide support when they need it most. If your website has a live chat feature, integrating it into your eCommerce system will allow you to offer better customer service and will improve the overall user experience. This can help improve sales by giving customers faster answers to questions about products and orders.
For example, if a customer has an issue with their order, they can immediately talk to a representative to help them fix the problem. This will improve the overall user experience and make customers happier with your brand.
According to KPMG, a professional services firm, personalization is the strongest force driving customer loyalty and retention. Customers want to feel like your brand is paying attention to them. They want a personalized experience, and one way you can deliver this is by using data to understand customers’ shopping behavior.
For example, if someone has visited your website before, the next time they visit the site again, you can show them previously viewed products. This saves them time and makes it easy to find what they are looking for. In addition, a personalized experience can also be used to target customers by giving specific promotions or offers relevant to their needs.
This is a great way to build trust and loyalty with your customers by showing them that you are interested in what they want.
- Display Customers’ Reviews
Reviews are a great way to show customers that you care about their experience and want to improve it. According to a PowerReviews report, research shows that 70 percent of mobile shoppers are more likely to purchase from a company whose site or app has reviews. Reviews help customers feel more confident in your brand because they know other people have had similar experiences, which can make them more likely to purchase from you again.
Displaying reviews on your website is one of the best ways to encourage customer loyalty because it shows customers that you care about what they think. However, if you’re starting on a new product without any review, it’d be best to use an incentivized review. This way, you can gather honest, detailed reviews from your customers while giving them an incentive for their time and opinion.
- Proofread Your Content Carefully
Proofreading your content is essential because it helps you catch any mistakes that could make your business look unprofessional. A customer who sees spelling errors or poor grammar might assume you need to be more careful with your work and that it’s not worth their business.
Some of the most common mistakes to avoid include using incorrect spelling, grammar, and punctuation. However, to correct all these, you can use writing tools like Grammarly to catch any mistakes. You can also employ the services of a professional writing agency to proofread your content before publishing it.
Proofreading content helps you avoid embarrassing situations such as plagiarism or copyright infringement, which can lead to legal consequences.
When creating your online retail eCommerce website, you must give your customers an experience that meets or exceeds their expectations. You need to create a website that is easy to use and visually appealing, and one that provides the information they want. By following the tips above, you’ll be able to create a customer-friendly website that will help increase your sales while giving good value for money.