Experiences form connections, and connections build long-term relations – this stays true for any business you are into!
Consumer experience in digital commerce is a mainstay, especially with people opting to ‘do things online’; a remarkable digital experience is all you have to offer to your customer base. COVID-19 is driving the commerce wave that is swift, secure, smart, and, most importantly, digital. Digital consumers are expecting a wide range of convenience from whoever and whatever they are engaging with. To shape a world where digital consumes, and businesses can coexist with the same level of satisfaction, you, as a business owner, should be ready enough to take charge. Now we understand that people are always bombarded with sweepstakes and irresistible offers to shift their loyalty, but what never goes out of style is an overwhelming buying experience.
The eCommerce sales skyrocketed due to the pandemic, and the numbers are just outrageous! With a 30% increase in eCommerce sales, the online spend denotes 18.6% of the total retail sales in the first two quarters of 2020.
With a massive amount of businesses going online, eCommerce is the way to go! The surge in eCommerce growth may eventually get stagnant but will never go out of trend.
Tough times demand tough business strategies and going beyond ordinary. Many physical store owners adopted or rather shifted their businesses to online commerce because, let’s face it, that’s where the consumers are. eCommerce first strategy is something that companies are considering now more than ever. With this big shift in buying patterns, the relentless competition to increase online conversion rates is at its peak. SMBs (small and medium-sized businesses) are rat racing to acquire new consumers, but what will really kick it off is a well-crafted consumer experience.
Be it online shopping or in-store; the consumer experience has always been a factor that can gain trust, maintain connections, and improve the loyalty quotient. With COVID-19 impacting lives around the world, the digital consumer experience has become imperative by all means. On that note, let’s explore a few reasons why CX (consumer experience) is essential in this post-COVID-19 era.
Why Consumer Experience (CX) Matter?
It is a no brainer that consumer experience rules, irrespective of the business’ mode or segment.
Especially when eCommerce is on the rise, optimizing customer service comes with its benefits and bonuses. We are going to talk about an era (post-pandemic) that is advanced and a customer base that is digital. In terms of serving, you have to operate in a way that is class apart to win hearts! Let’s check out why CX matters…
Personalization is the key
As an eCommerce digital marketing services; if it lacks personalization, there are chances that people won’t even consider it. We are experiencing the power of personalization in every walk of life. From social media feeds, emails, preferential eCommerce apps and websites, to using artificial intelligence (AI) in understanding buying behavior, businesses are becoming more than just other shopping places. COVID-19 has put many brands out in the forefront where they are gaining traction but end up losing leads due to poor customer experience. Exclusivity is something that we all like, and personalization provides such tools, data, and metrics that eCommerce stores can utilize to serve their customers better. With more and more eStores using personalization techniques, the consumers will land their choices on shopping experiences tailored to their needs and interests.
Care and connection
The pandemic has taken a toll on people’s financial, mental, and not to mention, health statuses. When people are buying online due to the social distancing norms, they seek warmth and empathy instead of core marketing gimmicks. Research has it that over 64% of consumers will choose brands that are socially responsible. Let your customers experience that you care for employees, individuals, society, and our planet. The COVID-19 outbreak is a great example of how technology and convenience offer a great deal of ease. Utilizing them to serve your customers better is what the generation today demands. Now, if we talk about why caring is important, the answer is, care implants connection. For instance, people will move on to a supplier who will care enough to offer curbside pickups, contactless deliveries, and glitch-free online buying experience rather than sticking to their old supplier. Amid the pandemic itself, curbside pickup saw a staggering 43.7% hike than 6.9% as of December 2019. This proves how rapidly people and businesses are adapting and reacting to change. So if you still won’t join in, get ready for customers to move on.
For a sustainable digital transformation
The world took a pause due to the pandemic, but the web didn’t! Digital-led experiences witnessed new dawn, and its popularity will continue even after the coronavirus is conquered. Companies that keep pace and instill new delivery models, swift online stores, and options to reduce their financial burdens (payment options, long/free exchange returns), to help consumers navigate the crisis smoothly and effectively will establish a decisive advantage.
Moreover, the holiday season is coming just around the corner. People need eCommerce stores they can count on. They are seeking digital, at-home, minimal touchpoint options to buy holiday stuff for their loved ones. During the busiest time of the year, you can cast a spell by empowering your digital presence and delivery chains. Reach your consumers where they are and provide them ease and safety for their online shopping.
Digital commerce is making its mark even to the most resistant consumers, so now is the time to water the planted seeds of digital transformation to reap the benefits of a sustainable digital world.
Closing Note
It all comes down to how satisfying your customer services are!
Definitely, the new changes demand effort and financial backing, but this is the new normal, and the sooner you cope with them, the better. Improving digital self-services is the most efficient way to garner a lasting consumer experience. That being said, is your eCommerce store ready for the upcoming holiday season rush? If not, start preparing for it, and if you need help from an expert, get in touch with us for some elite digital commerce services.
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