Statistics indicate that approximately 70% of Americans shop online, with their purchases accounting for 18% of the global eCommerce industry. Indeed, online shopping has many benefits worth considering. Customers can purchase whatever they need anytime, eliminating the need to rush against time.
Moreover, they can access various brands, and their products can be delivered to their doorsteps, increasing their convenience. It’s easier to compare prices, and people can purchase discreet items privately. Despite these benefits, it’s not without its risks. For instance, online shoppers can be prone to scams, cybersecurity risks, and so on. Therefore, it becomes imperative to please your customers by improving their online shopping experience with your brand. Here are some effective strategies to achieve the desired outcome.
Invest in a mobile app
If your business doesn’t have a mobile app, it may be the right time to build one. Indeed, a mobile app can make it more convenient for your customers to purchase your goods and services without stress. Moreover, it’s easier for them to track their orders or explore other options for a more informed purchasing decision.
Additionally, potential and existing customers can easily get the needed information regarding your business through a mobile app, giving you a competitive edge. Convenience and ease can quickly make your customers loyal to your brand, so feel free to consider this. You should note that you can use your business app in several ways.
For instance, you can opt for a task-resolution app where your target market can execute specific functions. Alternatively, you can invest in a customer-service option, where your customers can reach out when they need clarification or assistance. Content, loyalty, and entertaining apps are common, so feel free to consider this. You also want to ensure your app can be used on various platforms, as this can encourage people to download it. Consequently, integrate social media and ascertain the most suitable monetization method.
Offer free shipping
This may sound like losing money, but free shipping increases your revenue. Research states that high shipping costs are the leading reason for cart abandonment. However, free shipping spares buyers the need to pay extra money to get their goods delivered, which can be convenient. Also, they will be more inclined to purchase from your brand if they won’t have to incur additional costs. This, in turn, can boost their online shopping experience while increasing their satisfaction. And a satisfied customer can be a great marketing resource, so keep this in mind.
Additionally, you can quickly dominate your niche, outshining competing brands that don’t offer this perk to their customers. You can also build your business credibility, as you’re likelier to get positive reviews. Therefore, you can start offering free shipping if you haven’t already. Fortunately, you can provide this service without losing money with the right tips. For instance, you can set a minimum order amount before enjoying free shipping; this can even persuade your customers to buy more. Consequently, include it in your promotional campaign or on selected products.
Encourage your customers to offer their reviews
Allowing customers to offer reviews of your business is beneficial. Not only does it help you understand their needs and expectations, but it also helps you tailor your customer service to ensure their satisfaction. Also, many online shoppers will read reviews before patronizing a brand, so keep this in mind. Additionally, giving your customers a voice can communicate that you appreciate their opinions and feedback, increasing customer loyalty and sales. You can also build brand authenticity and boost your online presence with reviews. You should note that reviews can be positive or negative, and knowing how to handle them is essential.
For instance, you don’t want to take their negative feedback personally or get angry. You also don’t want to ignore them, as it can convince potential buyers that your brand isn’t worth it. Instead, respond to each review; while at it, be polite, friendly, and sympathetic to their current plight. You also want to offer personalized answers instead of generic, automated responses. Ensure that you apologize for the inconvenience and implement the necessary changes. You can also respond to p[ositive reviews by thanking your customers, so feel free to consider this.
Prioritize gifts and discounts
It’s not uncommon for online shoppers to search out the most affordable deals to reduce their spending. And you can make their shopping experience more memorable by offering gifts and discounts. Discounts involve reducing the price of your products for a special location or limited product. During this phase, customers are not uncommon to buy even more products. On the other hand, you can offer gifts to acknowledge your loyal customers. Offering both can cause customers to become satisfied with your brand, translating to more patronage and free marketing. Moreover, you can quickly clear your inventory and reduce waste, so keep this in mind.
Several discount options are available, and you can choose the most suitable one. For instance, coupons can be practical since they’re popular among online shoppers or offer two products for one price. Again, free shipping can also work as a discount option. You don’t have to wait for a special occasion to give your customers a present. Consider sending a handwritten thank-you note after each purchase or offering product upgrades for free to appreciate regulars. Gifting an experience is also beneficial, although you want to ensure that it’s an activity your customers will appreciate.
Formulate a less stressful return policy
Sometimes, customers may not be satisfied with their orders and may desire to return them. Also, damaged goods upon delivery can prompt a return. However, they may be pissed off if this process is lengthy, cumbersome, or outright impossible.
Not only do you risk losing them, but you can also earn many negative reviews that prevent others from patronizing your business. You can talk to your life insurance provider to learn more. You also risk getting higher cart abandonment cases, so keep this in mind.
Therefore, implementing an easy return policy is beneficial if you wish to prevent these. The first step is to relay your return policy to your customers so they know what to expect. As a tip, place a concise policy description on your cart summary page, and make it mandatory for buyers to accept this policy before purchasing any product.
If some products can’t be returned, you’ll find it helpful to specify them in their product description section. You also want to inform the return has been approved and when the refunds will be processed. Another thing worth considering is how you’d accept returned goods. If you have a brick-and-mortar store, your customers can bring them there if they live closer. On the other hand, prepaid shipping labels are cost-effective if clients have to ship them back to you.
Optimize your website
Your business website is crucial, as it represents your brand online. It’s not unusual for shoppers to peruse your website for more information regarding your brand and various products. A poor website experience can cause them to lose interest in your business. Research indicates that many people will not visit a website again after a negative experience. Also, about 75% of online shoppers judge a business’s authenticity by their website design. These stats reiterate the need to have an up-to-date website. Fortunately, you can optimize your website with the right strategies.
You can begin by performing a website audit to determine its vulnerabilities. As a tip, explore competitors’ sites to determine how to upgrade yours. Since many people browse with their phones, you’ll find it helpful to make your website mobile-friendly with easy-to-use features. You can also boost your Google SERPs ranking by prioritizing SEO. Experts advise focusing on the back-end and off-page SEO to achieve the best results. You also want to consider incorporating some sie upgrades like a clear CTA and so on.
Invest in quality customer service
Irrespective of your great products, you may ruin your customers’ online shopping experience with substandard customer service. How you treat your customers will determine whether they remain with you or switch to your competitors. Therefore, prioritizing great customer service becomes imperative, so keep this in mind. And this can be done in many ways without spending a fortune. For instance, you want to be available whenever your customers need assistance making a purchase or a complaint about your product.
That said, tools like live chat can be beneficial for these purposes. Fortunately, professionals can assist you with how to add live chat to a website, so feel free to consider this. Admittedly, you may encounter some very angry customers as your business progresses. However, knowing how to deal with them can be crucial. Therefore, you’ll find it helpful to remain calm when they vent on you. As a tip, empathize with them and offer helpful solutions.
Improving your customers’ online shopping experience can be easy with the right tips. Hopefully, you’ll consider these to achieve the desired outcome.
