January 22, 2015
The 2014 shopping window is over. Now is the time to start thinking about 2015 and how you are going to boost the online customer experience through a series of eCommerce, B2B, B2C tools and strategies.
There are plenty of online retail trends that will impact the shopping environment in a big way this year. Offering the best shopping experience will be key to gaining the competitive edge in the marketplace and also expanding your sales channels. Businesses should also invest in good data analysis techniques — making solid decisions using empirical data of consumer experiences and preferences can help them to boost the overall shopping experience.
Here are some simple tips you can use to boost customer experience:
Take time to know the customer
To deliver exceptional customer experience, it is important to learn more about your customers. If you know them better, you will be able to develop unique and relevant products and services customized to deliver the best experiences for them. Greater relevance for your customers will translate into more conversions, more customer loyalty and better retention of customers.
Develop a centralized database that covers all customer interactions. This will aggregate all important customer information and allow you to target them with greater precision. Better data analytics will allow you to easily segment your customers into groups based on behavior so that you can target them more effectively with special offers.
Market segmentation is also important for personalization, promotion and other marketing activities where you will need to send out highly relevant marketing messages that have good potential for conversions.
More Personalization, Promotion
Personalization and promotion are also key to success in the current eCommerce landscape. The modern buyer is very aware and highly sophisticated due to the information available to them online. As a result, it is necessary to develop a marketing approach geared toward personalizing and appealing to the unique tastes of these customers.
Customers increasingly want personalized experiences with the companies they buy from. The challenge in 2015 is for you to determine how you can respond to this need and offer customers the products and services that are uniquely tailored to their tastes and preferences. You can achieve personalization in your promotions, e-mail blasts, customer interactions, mobile apps and many other channels. Data is very important to developing a unique customer experience for your customers in 2015.
Social media tools as well as other forms of personalized and intimate customer interactions and communications are also essential. If you don’t have a working social media strategy, it is time to develop your social media roadmap for 2015. In the modern consumer landscape, consumers expect to be constantly engaged by the companies they plan to buy from.
Have a customer-centric culture
Build a culture in your online retail store that is geared toward offering the customer the best experience ever. Be helpful at every turn, be polite and professional, fulfill customer orders with greater efficiency and build the tools to listen to customers and respond to them in real-time.
Invest in a good shopping cart
Has your shopping cart been delivering on your expectations and those of your customers? If not, then 2015 is the year to make an upgrade. Due to the increased need for personalization, customers are more likely to need online design software in your shopping cart or shopping portal that lets them customize their orders to their very unique needs.
Amy Watson is an experienced marketing and eCommerce specialist currently working with DesignNBuy, leaders in providing best web-to-print solutions globally to online stores.