Regardless of industry or digital avenue, thriving in today’s entrepreneurial landscape boils down to providing the best experience for your customers.
The manner by which a customer perceives and engages with a brand across their customer journey became the lifeblood of organisations that once relied on mere audiovisual content. Likewise, different types of experiential marketing have also dominated the constant flow of communication between patrons and establishments, be it online or offline, pre-sale or post-sale.
Online companies with strategies that focus on experiential e-commerce attain higher customer satisfaction rates, which translates to greater profit. Moreover, enterprises have seen the value that lies in customer experience. Data from Forrester shows 27% of surveyed brands raising customer experience scores over the previous year, which is significant as opposed to the last years with minimal gains.
In this guide, we’ll talk about how to improve e-commerce customer experience by shifting our text and image-based techniques to more experiential tactics.
Take note of the roadblocks in your operations
Once buyers have decided to make a purchase, the worst thing they could encounter is a roadblock that hinders them from acquiring or receiving the item or service you’re selling. These roadblocks could be an unresponsive website, problems in your supply chain, late deliveries, and limited payment options, just to name a few.
Before implementing interactive retail experiences, consider the shortcomings of your buying operations and allot assets to resolve it. Plenty of ecommerce stores are dedicated to perfecting their transaction flows and eliminating negative experiences for customers..
Bad service spreads quicker than good, and the beginning of every customer experience is at your fundamental processes. Data from PWC claims 32% of customers will walk out of a brand they support after one bad experience. Rather than leaving customers with a terrible memory, leave them something positive to remember you by.
Create an immersive shopping experience
Since the rise of ecommerce, plenty of customers switched from physical stores to online shops. A survey from Epson discovered that 75% of respondents would prefer in-store shopping if retailers supplied a more immersive experience, which prompted retailers to focus their attention on immersive and interactive retail experiences to reel in patrons and foster customer loyalty.
Whether it’s online or offline shopping, new technology drastically transformed the ecommerce customer experience, changing the way merchants get in touch with their audience.
From motion and facial tracking, colourful face filters, virtual reality, live video shopping, interactive displays to gesture control, immersive techniques can and must be used by organisations to practice experiential ecommerce to delight buyers and deepen customer relationships.
Brands must harness experientialism to revolutionise their stores to acquire a competitive edge and revive their companies. Gone are the days of merely image and text, so if you don’t want to get left behind, look to incorporate these technologies into your online store.
Live video shopping
Online shoppers base purchasing decisions on authenticity. Experiential ecommerce is all about making digital transactions more fun and more human for patrons purchasing behind their screens. As such, organizations can’t afford to stick to traditional marketing methods. They need to implement 2021 solutions.
Enter live video shopping. Live video shopping is the future of ecommerce. Online retail stores must now be able to host live videos to engage shoppers, market products more conveniently, and provide interactive retail experiences like never before.
Here at Baaz, we’ve created a live video shopping solution for the worldwide retail sector. Established by salesmen and problem-solvers, our platform allows merchants to conduct live videos, manage product rosters, engage in real-time chat, perform transactions, deliver products, tackle marketing, and harness influencer marketing via a single mobile app.
We’re redefining the future of experiential ecommerce, and we want you to be onboard.
Market anytime, anywhere
Whether you’re selling the trendiest clothes and shoes or marketing chic home decor, accomplishing transactions regardless of time and location is a big advantage for any retailer.
The shift towards experiential ecommerce has not only ushered in benefits for buyers. It has also changed the way merchants sell, making it more convenient for them to conduct business.
Through online platforms that provide interactive retail experiences for customers like Baaz with its live video shopping feature, establishments now have wings to soar to new heights, allowing them to thrive in an increasingly competitive landscape.
If you’re looking to achieve the same success, look through ecommerce software platforms that enable you to sell at your own pace and from the comfort of your home or the confines of your store.
Develop a more localised experience
A quick run-through of a retail site in a foreign language and a click of Google’s auto-translate function is enough to comprehend why you need to construct a more localized experience for your shoppers. But you also need to do more than translate web content.
Marketing on a global landscape is fickle, but if you create localized sites for customers to land on, you’re building bridges that link with them on a personal level. You can also host events exclusive to locations or particular physical stores. Although it’s challenging, it’s worth it considering that 86% of customers are willing to shell out more money for a great customer experience, as per the same PWC research mentioned above.
Rolling with the times
Delivering interactive retail experiences is no easy feat. Still, if your enterprise must compete in the modern market, you need to excite and engage your customers and turn them into loyal supporters that will turn to your brand time and time again.
To accomplish this, take a look at how successful online enterprises have shifted from text and image-based marketing to retail focusing on experiential ecommerce. Observe how they transformed ecommerce trends, ideas and insights into functions that have optimized their processes and boosted their ecommerce customer experience.
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