The increasing market competition demands businesses to focus on delivering a great customer experience instead of just offering good products and discounts.
This makes sense, given that 96% of customers report they will stop doing business with a company after having a bad customer experience.
Statistics have also found that improving your customer experience will enhance your business revenue since even a 5% increase in customer retention can increase your company’s profits from 25% to 95%.
A great customer experience is directly proportional to more business profits. But what can you do to provide an excellent and personalized customer experience to your customers?
This article will share the ten most incredible ways to improve your ecommerce customer experience.
Delighting your customers with some unexpected things can go a long way, as it’s one of the best practices to retain your customers and increase your business revenue while also improving your customer experience.
Here are some ways you can delight your customers:
- Don’t send unexciting simple emails after each transaction. Tweak to make them more personalized with recommendations or your brand story to add personality.
- If you have a small ecommerce business, sending a handwritten thank you card with the package will increase your brand loyalty.
- Send extra goodies such as discount vouchers or free sample products with the package.
- Start a referral program that benefits your existing and new customers.
With statistics like “80% of consumers are more likely to buy from a company if it offers personalized experience”, we’re living in the era of personalization.
In the ecommerce business, the best way to offer a personalized experience is by providing personalized product recommendations not only on your website or app but through your regular communication as well – to put things in perspective, 50% of people buy from marketing emails at least once per month when contextual.
And, what can be a better option than Wiser to help you with both?
Wiser is not just a “product recommendation” tool; it’s a complete solution specially built to understand consumer intent and interest and dynamically tailor their recommendations to create an immersive shopping experience, boosting the growth and sales of Shopify stores.
Everyone knows content marketing is great for growing a business, but it’s also an important tactic to improve your customer experience.
Here’s how you can leverage content marketing to improve your ecommerce customer experience:
- Create content that fulfills your customer’s needs- When you create content to meet your customer’s desires, it builds a connection on a personal level. So, understand who your customers are, their goals, and what resources they need to achieve them, and create your content accordingly.
For example, when creating content on “how to choose a better outfit,” you can consider creating personalized content for your large-sized audience and tweak your content subject to “how to choose a better outfit as a large-sized person.”
This will help them find the right solution to their problem and give them a sense of personalization.
- Publish case studies- Case studies are a great source to help your customer understand how your product can solve their problems.
Collect your customer’s feedback or interview them to make your case studies. This could be in the form of user generated content or even for that matter getting video testimonials from them.
- Publish videos- Not every customer has the time to read your lengthy blog posts, so consider repurposing your content into different formats, such as videos.
You can create how-to guides or step-by-step tutorials by addressing your customers’ pain points to make your videos relatable and engaging.
A loyal community is a group of genuinely loyal consumers of your brand and products.
92% of marketers believe that loyal communities significantly impact their business.
This makes sense, given that loyal community members are advocates of your products since 83% of consumers say word of mouth influences their buying decisions.
And the good thing is that it isn’t so difficult as well.
Apart from personalizing a shopper’s experience on the website, you can also build loyalty through excellent customer support, a closed group on social media, or a forum/ community.
Statistics show that 36% of social media users followed a brand, 19% asked a brand question on social media, and 15% uploaded a video/photo to a brand’s social media page.
This indicates that social media is a great medium for brands to interact and engage with their target audience to improve their customer experience on a daily basis.
Ensure that you’re addressing both positive and negative feedback and queries about what’s working in your favor and where you’re going wrong.
Everyone loves surprises, and so do your customers. Offering unpredictable incentives to your customers enhances their experience to a great extent.
Here are some creative incentives you can offer to your customers to make their experience more enjoyable:
- Free shipping
- Free gift with purchase
- Expedited shipping
- Money-back guarantee
- Discount on next purchase
- Appreciation gift card
- Bulk discounts
- Loyalty programs
- Free gift wrapping
- Free returns
Omnichannel marketing is a sure-shot strategy to help your business boost customer loyalty, improve brand recall, and deliver an exceptional customer experience.
Here are some omnichannel marketing strategies to satisfy your customers at all touchpoints:
- Have a customer-centric approach
- Segment your customers and personalize
- Leverage your customer’s data
- Keep your messaging consistent across all channels
- Experiment and analyze your metrics
Appealing to your customer’s senses and emotions is one of the best ways to create a great customer experience, and you need to do the same on your product pages as well.
The best product pages provide all the essential information about your products to your potential customers while persuading them to make a purchase.
Remember, your goal here is not to overwhelm your customer with information but to push them towards the purchase with relatable and required information. So, here, be very careful with your product page copy and ensure to make them emotion-evoking and product benefit-oriented.
You should also add high-quality images and explainer videos to your product pages to make your customer’s buying journey easier.
Apart from that, build an advanced and intuitive UX because that’s the deciding part of whether your potential customers are going to engage with your brand or not.
Mainly focus on your site’s mobile optimization, building a fully-functional search bar, and providing a streamlined purchasing path, so your customers get a great overall on-site experience.
Proactive and responsive engagement is the key to guiding your customer’s buyer journey in the right direction.
So, whether you’re reaching out to your customers or they’re reaching out to you, your goal should be to deliver whatever your customer wants to take the next step.
Proactive outreach includes DM/SMS messaging, email newsletters, and chatbot or live chat, while responsive outreach comprises cart abandonment emails, post-purchase surveys, and exit-intent pop-ups.
Not engaging proactively and responsively will leave you at risk of losing most of your potential customers.
The payment option is another crucial element that you need to focus on.
When we say about diversifying payment options, we don’t mean that you need to offer all types of payment options.
What we actually mean is that you need to identify the methods your customers highly prefer and provide them accordingly, and you should leverage your customer data for the same.
Furthermore, buy now, pay later (BNPL) is another emerging payment option you should consider offering your customers.
And, you wouldn’t like to miss out on the same.
Customer experience is at the core of success for ecommerce businesses, and personalization is what drives all the above.
And, since 92% of consumers get influenced to purchase by a personalized recommendation, the first step to improving your customer experience is offering a customized shopping experience with the help of a recommendation engine like Wiser.