Year by year customer’s taste is getting modified and companies should follow the pace of trend in order to achieve the best customers satisfaction rate. When speaking of online customers, this holds even greater value because those customers are not holding strong brand/ platform loyalty. Online shoppers could be easily converted by price comparison model that is available on the web, and in most cases, it turned out to be just correct.
Given all the problems with today smart, insightful shoppers, companies need to find a way to retain those customers and convert them into buying, devoted customers.
What e-commerce trends should apply in order to convert customers into loyal customers?
E-shops should apply fast delivery, m-commerce, online chat and personalization in order to retain customers and convert them into devoted customers, advocates of their brand.
Fast delivery prerequisite
Delivery in this year will be the deciding factor. With the introduction of new technologies shipping will progress tremendously and those who have the most flexible, user-friendly service will posses threat to other businesses. We’ve heard of drone delivery options that are now being tested and soon to come into the market. This century build innovation will automatically push the needs and demand of customers dramatically.
Retailers who are able to offer fast shipping with numerous transportation options, preferably free, will relish a competitive advantage in contrast to those who don’t. For the year of 2017, this will become the standard.
Mobile. Mobile. Mobile
mCommerce is increasingly gaining on its significance alongside with mobile use. Overseeing statistics, around 62% of online customers are coming from mobile devices and just 38% are desktop shopping.
Cross-device shopping is essential in a habitat of today’s online shopper, which means that by now all shops should have responsive templates as a must. However, those who consider getting in a race with competition, then they should implement APPs and they will most definitely take the cake.
An online chat system provides customers help on the spot. In comparison to a call center, a process is less difficult and waiting time is significantly lower. Moreover, the boredom of having to dial a thousand numbers and navigate yourself through appropriate department does not exist. What is more
“44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.”
This is not only beneficial to consumer but employer could see benefits far more than sales revenue stream of purchases. In fact, people that respond behind live chats could perform multiple tasks at the same time and be of a better use to the company.
With clutter of mass production and distribution products this is the time to make a distinction within the market clutter, and by doing so increase brand loyalty among customers. Best example is brand named Sarah Chloe where all jewelry is opting to customization dictated by the consumers.
Companies that have started deploying this model have gained a lot of social media interactions by influencing e-WOM and the user generates content. UGC despite its shareable power is also a great tool for initiating linking power of people. It has been demonstrated that people are more likely to share and get attached to the content if other people similar to them have advertised it in advance. It is an organic way of promotion with no branded content on which people react impressively.
All said represent only a fraction of elements that could be improved within eCommerce to get more visibility and customer loyalty. It is incremental to keep a pace of the emerging trends and demand of the market so that you do not get too comfortable with the current situation that could be easily changed.