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Common Questions and Answers
Here’s the thing: Having a product is not enough for your ecommerce business to thrive. This is where ecommerce customer experience comes in.
Sure, you must sell a quality product. However, it is not the sole solution to attracting, engaging, and retaining your customers. In fact, the 2019 Yotpo State of Consumer Loyalty reports that consumers stay loyal to a brand that provides “brand love.”
This means providing exceptional customer experience and high-quality products.
If you can do that, 3 out of 10 customers would be willing to spend more on your product. In addition, 59% of them would be happy to refer you to their family, friends, and colleagues.
Hence, you must strive to improve your ecommerce customer experience.
ECX refers to every engagement that occurs between your customer and ecommerce business. This includes every touchpoint and moment that happens as soon as they come across your brand and decide to do business with you.
Sure, ecommerce customer experience varies from one customer to another and per industry. However, they follow a general pattern.
Thus, you need to consider the three parts of the purchase to improve your business’s ECX.
Here’s the thing: Ecommerce customer experience begins way before people choose to buy from you. As soon as they notice your brand, anything that happens (and does not happen) is part of the experience.
That said, you can initiate pre-purchase ECX by making your brand’s value apparent to your target customers. Ultimately, it is all about answering these questions:
As Sytian Web Design Philippines advises, figure out what will work best for your target market. That way, you can ensure that you deliver this information. Doing so will allow you to provide value, prepare your customers to make the purchase, and establish a meaningful relationship.
Of course, ecommerce customer experience comprises moments surrounding the actual purchase. This means preparing your target customers to take the plunge.
How can you do that? By keeping them informed.
You can do this through your product description, specifications, transactional policies, and more. That’s because these can make or break your customer’s desire to buy from you.
Sure, you are selling the best cruelty-free skincare product in the market. But what is the use of it if you are out of stock?
Ecommerce customer experience does not end when people buy your products.
Remember, you want to provide excellent ECX to boost customer loyalty. This explains why you should foster a meaningful relationship with them.
You can pat yourself on the back whenever you gain a new customer. However, the next step is to keep them coming back for more.
Here’s how you can do it:
The goal of ECX is to encourage your customers to buy from you.
You may now have an idea of the importance of ECX. It is about fostering customer loyalty that helps boost your sales and revenue.
However, there is more to ecommerce customer experience than that:
Did you know that customer experience is one of the top consumer concerns about trusting a brand?
ECX fosters trust among your customers, which is necessary to keep them engaged. After all, you would not listen to someone you do not trust.
Moreover, your target market should trust that you can provide them with what they need. Otherwise, they will think twice before putting their money on the table.
Mind you, if a customer trusts your brand, they are more likely to recommend you to their family, friends, and colleagues.
As mentioned earlier, loyal customers would be willing to spend more on products sold by brands they trust. That’s because you provide an ecommerce customer experience that they cannot find elsewhere.
This explains why ECX can be your unique selling proposition.
However, what you provide your customers should be familiar enough to encourage engagement. How you do this will depend on your creativity, but some of the examples are:
If you provide an experience that customers cannot get elsewhere, there is no reason for them to stray.
Before we move one, we would like you to ponder on these stats:
These are just several of the benefits your ecommerce business may reap if you provide excellent ECX.
Mind you, convincing existing customers to buy from you is more effortless. And because they have already tried your products, there is a chance that they will increase their average order value.
Let’s face it: We spend money on promotional campaigns to acquire customers. Hence, your customers have lifetime value or CLV.
However, CLV is more than just customer acquisition cost. It also has to do with the amount of purchase they are making with your business.
The more loyal a consumer is, the higher their lifetime value. And as mentioned before, you spend less on customer retention than acquisition.
Ecommerce has changed the way consumers shop. That’s because buying online provides convenience, competitive pricing, and variety.
However, no one would continue buying from a brand that mistreated them. So more than just selling a product, you should also provide an excellent ecommerce customer experience.
Pair that with NASP’s Sales Success Principle online program, and you are in for success!
About the author
Robert is a freelance writer based in a NYC. When not writing for clients, he is busy consuming content on how to make home cleaning and organization easy and simple.