Customer experience (CX) is one of the most important aspects of running a successful business. It is what sets you apart from competitors, and it is what will keep you in business. In the world of eCommerce, where the competition is fiercer than in most other industries, CX is often the deciding factor between visitors and paying customers.
Plus, in a world as dynamic as eCommerce, trends that get popular are quickly turned into established industry staples. So, there’s no time to waste – businesses aimed at growth pay close attention to their customers’ (existent and future) wants and needs.
In today’s article, we’ll have a look at some of the most powerful trends in eCommerce customer experience and why you should pay attention to them in the near future.
Omnichannel Retail CX
As the lockdowns and social distancing scared people away from brick-and-mortar stores, more companies took a deep dive into online retail. Some decided to give up offering an in-person shopping experience, while others took a more inclusive approach and sought to integrate the two experiences.
In doing so, companies managed to create a well-rounded experience for their customers and can focus on retaining as well as attracting new buyers. It’s also a good strategy to increase revenue since you have people coming your way from a wider range of channels.
The Increasing Importance of First-Party Data
Today’s businesses have the amazing possibility of making data-driven decisions. The data provides insight into target audiences’ way of thinking and shows you how the market reacts to your actions in almost real-time.
But the most powerful benefit brought forth by data is personalization. When you have accurate customer profiles, you can divide your audience into specific segments and create sales funnels designed to respond to each segment’s needs and wishes.
This way, it’s easier to implement customizations throughout your entire business, starting with the user interface and ending with the customer experience. As a result, you can customize your eCommerce platform of choice and give your website a unique appeal based on your audience’s preferences.
So, if you are a Magento user (as an instance), you can work with specialists offering custom Magento development services to implement UI and CX changes that would benefit your business and your customers. This can mean a wide range of changes, such as custom themes and landing pages or the customization of an entire workflow.
This form of customization and personalization is not possible without access to high-quality first-party data. Unlike second- and third-party data, first-party data comes directly from your audience via your own channels, which is why it has higher accuracy and reliability.
Customers Come First
Today’s customers have a lot on their minds and don’t choose their favorite brands on price alone. For instance, people would rather pay a bit more and support a company that’s focused on reducing its carbon footprint and making the world a better place.
Another area that concerns many customers is data collection. As we already discussed, companies can’t function in today’s data-driven economy without collecting data, but it’s the way you do it that matters the most. Customers know you’re collecting data, so be transparent about it while also respecting their right to privacy and protection.
Lastly, companies that get involved in social issues and work to support various disadvantaged communities have a more positive image in the eye of the public. As long as your efforts are genuine and you support what’s important for your customers, your efforts won’t go unnoticed.
The most important eCommerce CX trends in 2022 are channel inclusivity (or omnichannel), a first-party data-driven approach, and a focus on customers’ needs and wishes. eCommerce retailers who will bet on these trends are most likely to succeed and grow.
You may be interested in: 7 Tips for Improving Your Customer Experience Strategy