Despite a turbulent couple of years due to the pandemic, we’ve seen an increase of new businesses opening up with more than 85,000 online businesses moving to the digital world of eCommerce.
According to a recent BBC article, “people are poised to keep shopping online, even as shops open their doors again. A recent UK survey showed that two in five people intend to carry on purchasing goods online rather than return to stores when they re-open.”
With these stats, it seems clear that now more than ever eCommerce websites play an integral role in our online shopping experience.
In this article, we explore exactly how users interact with an eCommerce website, and what changes online retailers can make to improve the customer journey on their websites.
What Is Customer Experience?
Simply put, customer experience is how well a customer rates their interaction with your brand or business. This can include any interaction from simply browsing your website, to things such as receiving an email from you, making a purchase with you, or contacting your customer service team for help with any queries. The more satisfactory and memorable you can make a customer’s online journey with you, the more likely they are to spread positive word-of-mouth recommendations or give good online reviews for your business. You can always look at your reviews on a review checker.
Make Your Site Easy to Navigate
One of the most important elements to having a positive online experience with a brand is ensuring your site is easy to navigate. Text should be clear and legible, so don’t opt for fonts that are too busy or difficult to make out.
Similarly, keep your web pages as de-cluttered as possible. Piling too many products onto one page can often be a bit of a headache to browsing users. You should also ensure you have easily accessible contact details throughout each page. As an added feature, you could include a chat bot or FAQs so that customer queries can be answered quickly and efficiently. You can find more information how to do this with an easy website builder for beginners.
Focus on Customer Retention
Customer retention is the collection of activities that your business uses to retain existing customers. These strategies play a key role in the success of your business as it has been proven time and time again that tapping into your existing customers can be more lucrative than placing focus on acquiring new ones. Studies show that increasing retention rates by as little as 5% could boost profits from 25% to 95%.
Consider Your CRO
CRO stands for conversion rate optimisation. This is effectively anything you can change (or optimise) on your website in order to keep customers coming back to make a purchase (or conversion). There are many ways that you can improve your website’s customer journey. Here are a few key ones to consider:
– Designing easy to navigate web pages
– Clear and concise website copy throughout
– Good use of formatting
If you need help to improve your website, consider enlisting the help of a professional agency that can help you develop your eCommerce presence in a way that is entirely tailored to your business. By doing this, you can discuss your requirements with a web expert who can make the relevant changes to align with the goals you wish to achieve.