Throughout 2020, retail businesses came under close scrutiny. Those that took a proactive approach to the challenges of COVID-19 fared well, resulting in 38% of consumers trying out new brands. As we take slow steps towards a new normal, the brands that thrive will be those that encourage loyalty, with 70% of shoppers saying this is a major factor in whether they’ll continue to use a business in the future.
And, of course, loyalty stems from the experience you provide. Now more than ever, it’s important to understand customer expectations, and improve your business accordingly.
Whilst the economy may be set to reopen, the pandemic has resulted in lasting change, and the eCommerce boom is far from over.
Here’s how to get ahead of the game with that all important customer experience.
Your market is more diverse than ever before, and each customer has unique shopping habits. They don’t all use the same channels, but they do all expect consistency across the board, wherever they interact with your brand:
Why - brands that focus on an omnichannel strategy see greater loyalty, since they have the structure in place to adapt to individual customer preferences.
We know that COVID-19 is impacting consumer buying behaviour by shifting it online, and over half of internet shopping is done through a mobile device:
We are always looking for innovative solutions that help brands use customer feedback to drive business growth.
Callum McKeefery, Founder & CEO
Why - consumers want convenience, and any friction is likely to send them elsewhere. If you’re not prioritising the mobile experience, you’re ignoring a huge section of your market.
Create the Optimum Digital ExperienceTo stay competitive, you need to make the shopping experience fast, easy and engaging:
Why - with innovation, you make life easier for the consumer. You give them better service and offer a true brand experience. This is exactly what they’re looking for, and is the best way to compete in a crowded marketplace.
Both consumer behaviour and expectations have evolved, and the customer experience is now imperative. By making it the focal point of your approach for 2021, you’ll attract new shoppers that value your efforts, increase trust and build loyalty by meeting consumer needs in the changing world of eCommerce.