So what makes a customer shopping experience seamless? Is it your website, your social media presence, or your marketing strategy?
In this post, we will be listing key strategies in creating a seamless customer shopping experience.
What Makes a Customer Shopping Experience Seamless?
You Put Customers First
Customers are more likely to stick with platforms that make them feel valued. This principle between customer-seller relationship applies in all sizes of a company. No matter what company you may be in, personally engaging with customers is an effective way of keeping them.
It is because it leads to greater customer satisfaction. Which also leads to customer loyalty and retention with brands. This is why reports state that businesses that put people first perform 85% better in sales growth.
You Know Who Your Customers Are
Knowing your customers is closely connected to putting your customers first. Because the more you put your customers first, the better you will know them. So the easier for you to create user-centric marketing strategies.
For instance, in this phase, you should know:
- Who your target customers are
- What are their interests and concerns
- What motivates their buying decisions
Customer Journey is Clearly Defined
Another phase in knowing your customers is by mapping out their entire purchasing journey. By doing so, you can reduce frictions between touchpoints. And further improve their experience in each buying phase.
So your goal here is to collect more data about your customers. The more data you have about them, the easier it will be for you to personalize the key stages. Of which includes both their pre-purchase and post-purchase journeys.
Moreover, by doing so, you will get to know what drives your customers’ decision-making in purchases. Including the interactions they expect. So you can serve them best, according to their expectations.
You Communicate With Them Personally (not with jargon)
In e-commerce, you have the chance to build personal relationships with your customers. So do not break this opportunity by speaking with them in technical language. Make sure to remove all the jargon and speak with them on a personal level.
Enable Omnichannel Support
Omnichannel is one best way of improving customer experience. For instance, it can prevent communication issues because it provides possible options.
Ask and Showcase Customer Reviews
Customers are more likely to trust products and services from real users. That is, from real-user feedback and reviews. This is why it is effective to highlight user feedback or use them as one of your site’s content.
How can you do so?
It is best to ask them about their experience when it is still fresh in their minds. Or in other words, as soon as possible, they receive the product or tried your service.
So perhaps you can send out a quick post-interaction survey via email or message. For instance, some e-commerce platforms ask for their customer’s reviews in exchange for in-app points and vouchers. Thus, making it more attractive for users to share their feedback in a pleasant way.