Customer experience eCommerce and retail: a nightmare before Xmas!
Posted: Wed Dec 04, 2024 8:22 am
Let's delve into the topic of eCommerce and retail customer experience together, talking about the Christmas period that represents a significant slice of the volume of orders and purchases for the entire year for both eCommerce and retailers.
Consumer behavior changes significantly during this period: purchasing times become extremely limited and the available budget is often higher.
Christmas therefore represents a significant opportunity to increase your sales; to make this happen, the main objective is to offer the consumer a simple and personalized purchasing experience.
There are some experiences that your consumer should never have, for a good eCommerce and retail customer experience.
1. Delay your ecommerce shipments.
The user who decides to buy online products to give as gifts during the Christmas period certainly needs them to arrive in the days leading up to December 25th.
There is no worse experience than a customer who has to give up on delivering their Christmas Day gift because of a late shipment.
To avoid this from happening, in list of aruba consumer email addition to organizing an adequate logistics plan, it will be necessary, at the time of purchase, to make the customer aware of how many days the shipment will take and whether it will arrive by December 25th. For this purpose, the use of behavioral messages
is perfect , that is, behavioral messages that will notify the user in real time, on the actual delivery date of the product they are purchasing.
2. Unprepared sales person.
A customer who enters a store with the aim of purchasing a product but who is not yet clear on which one to choose will certainly ask for the help of a sales assistant, who can transform a specific need into a purchase. A sales assistant who cannot provide details of a product or who cannot propose different items with comparative technical characteristics will have less chance of completing a purchase. To avoid this from happening, especially during the Christmas period, an effective solution consists in providing them with digital devices through which they can speed up and consequently improve their sales activities.
Through a simple tablet, the sales assistant can in fact access detailed descriptions of the products, offer special discounts (to certain categories of customers) and finally guide the customer in the final choice of the item.
3. Do not insure returns or exchanges
When shopping online, the impossibility of seeing the desired product in person exponentially increases the possibility that the consumer will want to return the product or ask for an exchange. With Christmas shopping, it can often happen that you have to return an item and issue a refund for both online and retail stores.
Consumer behavior changes significantly during this period: purchasing times become extremely limited and the available budget is often higher.
Christmas therefore represents a significant opportunity to increase your sales; to make this happen, the main objective is to offer the consumer a simple and personalized purchasing experience.
There are some experiences that your consumer should never have, for a good eCommerce and retail customer experience.
1. Delay your ecommerce shipments.
The user who decides to buy online products to give as gifts during the Christmas period certainly needs them to arrive in the days leading up to December 25th.
There is no worse experience than a customer who has to give up on delivering their Christmas Day gift because of a late shipment.
To avoid this from happening, in list of aruba consumer email addition to organizing an adequate logistics plan, it will be necessary, at the time of purchase, to make the customer aware of how many days the shipment will take and whether it will arrive by December 25th. For this purpose, the use of behavioral messages
is perfect , that is, behavioral messages that will notify the user in real time, on the actual delivery date of the product they are purchasing.
2. Unprepared sales person.
A customer who enters a store with the aim of purchasing a product but who is not yet clear on which one to choose will certainly ask for the help of a sales assistant, who can transform a specific need into a purchase. A sales assistant who cannot provide details of a product or who cannot propose different items with comparative technical characteristics will have less chance of completing a purchase. To avoid this from happening, especially during the Christmas period, an effective solution consists in providing them with digital devices through which they can speed up and consequently improve their sales activities.
Through a simple tablet, the sales assistant can in fact access detailed descriptions of the products, offer special discounts (to certain categories of customers) and finally guide the customer in the final choice of the item.
3. Do not insure returns or exchanges
When shopping online, the impossibility of seeing the desired product in person exponentially increases the possibility that the consumer will want to return the product or ask for an exchange. With Christmas shopping, it can often happen that you have to return an item and issue a refund for both online and retail stores.