The pandemic has accelerated the shift towards digital channels so much, that e-commerce has experienced a 129% growth! This means that people are more accustomed to shopping online than ever before.
The pandemic has changed the way we work, live, shop, study, and perceive value. As a result, it’s no longer enough to think of 4Ps of marketing, but 5 of them. Product. Place. Promotion. Price. And customer experience.
Ok, the last one is not really a P, but you get what we mean.
The pandemic has enabled us to become lazy and spoiled us.
With the rise of our daily digital experiences, we are always on the lookout for the most convenient solution. In the case of e-commerce and SaaS, that means that we are looking for the simplest solution.
In 2021 is more important than ever to analyze your users’ online sessions, and find out what drives, engages or frustrates them.
We had a chance to analyze the behavior of customers from different industries, and here’s what we found.
Keep reading if you want to pick up the tips that will help you improve your customer experience, engage customers, and drive more conversions.
Imagine you have an extremely important meeting in the morning, but you’ve forgotten about it, and forgot to set your alarm.
You are waking up in the morning, quickly rushing to the first coffee shop, because you know you can’t function without that first coffee in the morning.
You grab your cup of coffee, and when it’s time to pay, they asked you to complete your name, address, email, and a bunch of other data.
Ok, you can do that.
Is it time to finally have your coffee, wake up, and rush to your office?
No. You can’t pay yet because you have to go through a bunch of other steps first.
Eventually, you give up, leave your coffee, and go to another place where you can get what you came for. As fast and as easy as possible.
The same is with your website. If you don’t make your checkout as easy as possible, people will go to another place.
53% of mobile users leave a website after 3 seconds, and they have completed e-commerce purchases worth $3.56 trillion in 2021, using the same those mobile devices. This means that you shouldn’t be neglecting mobile-first experiences, and focus on delivering clear on-page element, and effortless navigation.
I’m sure that you’ve already heard that website content can help you not only create awareness and drive traffic, but also to sell your products or services.
However, your content can highly affect your customer experience as well. Detailed explainer videos, fluid descriptions and story-driven landing pages can affect how your customers perceive your brand and your product.
If you are making it easy for them to follow the next step, complete the action, and they don’t have to wonder around looking for information – your content will be the one that will make the shopping experience effortless.
The less time your customers have to spend on your website, the higher your conversion rates.
That was all for today, thank you for reading this article!
It’s your turn now. Do you think people expect more from the customer service after the pandemic, or less?
Why not answer this question in your next LinkedIn post! Don’t forget to tag us.
