Creating a seamless experience for shoppers It’s a matter that brands have to put a lot of effort into creating customer satisfaction. because of creating those good experiences Is to allow customers to follow the steps until the payment process is complete.
Many times, brands often encounter problems with customers choosing to put a lot of items in the basket. and stop at the payment process until affecting the brand in terms of revenue or products that cannot be sold This makes brands have to look back on the tools that we have invested in.
- Is the ordering process difficult or complicated?
- Is the delivery experience to end customers smooth?
Although marketers themselves are constantly trying to solve problems to reach customers. But what we would like to recommend the brand is Boosting the customer experience and conversions must not cause costly or burdensome budget issues. For the marketing department or anyone in charge of corporate e-commerce.
Additionally, dynamics work can go wrong and earning potential may be reduced, according to a 2020 McKinsey report. “The future is coming sooner” than expected, with 76% of consumers changing stores. traditional brands or sales channels “With the behavior of digital usage or customer journey has changed. make brands or marketers Need to upgrade ecommerce capabilities and rethink to better fit the business. but what to do Today we have a suggestion to leave each other.
SCENARIO 1 : Fast Successful Transactions
It’s exciting for brands and FOMO (Fear of Missing Out) customers who want to see new products before anyone else. and want to know in advance if there will be products that are highlighted, interesting or feel that they are a special group of customers Which these people will love the brand and be the best customer is ready to pay.
Therefore, brands should have a good website that supports orders and pays quickly. (But be safe) will help increase word-of-mouth. But if the experience of buying and paying is not good, customers are quick to spread negative words.
In addition, if the product is sold quickly and the delivery is slow, it is another problem that disappoints customers as well. Because they are eagerly waiting for your goods, but if the delivery is late or the product is missing. Therefore, the infrastructure of the entire ordering system must be good and fast. because people in this era can’t wait
SCENARIO 2 : Don’t Block Sales
with preferences or familiar behavior of customers in each locality This allows a specific brand to market itself in a specific area. Because platform providers tend to market to cover all over the country but in some localities. will have specific preferences like local language Familiar currencies and payment methods without having to risk or worry about exchange rates
Former GoDaddy CEO Scott Wagner says international shoppers reveal key reasons for abandoning carts. or did not reach the payment process This is due to the fact that the payment model of each region is not very good. or inadequate language interactions can also cause conversions to fail.
Therefore, brands need to understand tax principles. The regulations and fraud prevention of each country have different regulations. Including the issue of exports, there are subtleties that should be tightened.
In order to solve the problem of cross-border delivery, many brands choose to use outsource services instead to reduce operational problems and not have to bear these burdens. This is not uncommon, but in the capacity of a brand or marketer, it should at least be effective in communicating to help us grow.
SCENARIO 3 : Salespeople must take care of customers at all levels to be impressed.
about the service It is an important part that employees, suppliers will treat VIP customers in the same direction. for specific sales It’s a better solution than organizing events. Private sales provide higher buying opportunities for high purchasing power.
France’s L’Oreal Group offers merchandise to friends and family every fourth quarter of the year as a bonus to employees before the holidays. Including another sales opportunity and L’Oreal Group has invested in a platform to make the sales model fully.
The L’Oreal Group has partnered with Scalefast to launch a special 60-day sales website to support high volume sales. And the company will provide both the supplier’s password, time limit and password to support large lot orders.
Plus, it’s easier to pay. Allowing ready-to-pay customers to sell more than their target by 23% and over order by more than 85%.
SCENARIO 4: Create a personal experience just for me.
Buyer’s personal experience It is still important information that brands should pay attention to and not disclose to other brands. By collecting customer behavioral data, brands know that customers with high purchasing power would like to see an overview of new products in the future for pre-order or receive a unique offer
15 out of 100 retailers consider changing their service or new products. It’s important to pay attention and only 15% are serious about personalization.
Steps to Sustainable Success
As we know the rapidly changing consumer response Whether it’s a website or a mobile app, UX/UI must be adjusted to keep up with consumer behavior. Including the presence of social media to maintain relationships with customers.
such as ordering drinks or food through the app. In addition to offering promotions, it also provides quick access to purchase and delivery. It’s a good experience for customers.
Lastly, while adapting to ecommerce is easy and flexible to use across multiple platforms, it’s not a bad idea. But what brands should do is to adapt it to their individual experience.
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