As soon as the calendar flips to January, customers start making resolutions and looking for new products to help them achieve their goals. Plus, post-holiday sales make it a prime time for shoppers to score deals on items they may have had their eye on during the holiday rush.
Studies have shown that a positive online shopping experience can increase customer loyalty and repeat purchases, so it's important to focus on creating a seamless experience for your customers. And there are a few simple steps you can take to make sure your eCommerce game is on point in the New Year.
- Make sure your website is mobile-friendly.
- Provide multiple payment options.
- Offer clear return policies and make the returns process easy for customers.
- Have a well-designed, user-friendly website with easy navigation.
- Utilize social media to connect with your customers and provide helpful content or promotions.
- Personalize the shopping experience by offering personalized recommendations or targeted promotions based on past purchases.
Let's dive into each of these strategies and see how they can improve your eCommerce experience in the New Year and beyond.
1. Make your website mobile-friendly
Impressively, 79% of shoppers have made a purchase through their mobile phone. With the rise of smartphone usage, it's critical for your website to be easily accessible and visually appealing on mobile devices. Consider investing in a site redesign or using plugins that improve the mobile experience for your customers.
You can also use Google's mobile-friendly testing tool to see how your website measures up and make any necessary adjustments.
Take Nike's website for example. The layout is clear and easy to navigate on both desktop and mobile, making it simple for customers to browse and purchase products. Whether you are on your desktop or shopping on-the-go, Nike's website offers a seamless experience.
You can accomplish the same level of mobile-friendliness for your own eCommerce website, and it will pay off with more satisfied customers in the New Year. You can accomplish the same level of mobile-friendliness for your own eCommerce website, and it will pay off with more satisfied customers in the New Year. A few simple things you could do include:
- Use larger fonts and buttons that are easy to click on mobile
- Optimize image sizes to ensure quick load times
- Make sure all of your content is easily accessible without having to zoom in or struggle to find information.
By making these changes, you will create a better user experience for customers accessing your website through their smartphones, ultimately resulting in increased sales and customer loyalty.
2. Provide multiple payment options
In recent years, there has been a rising expectation regarding the types of payment methods available to consumers. Offering multiple options, such as credit cards, PayPal, and ApplePay, can make it easier for customers to complete their purchases and gives them the flexibility they are looking for.
As an added bonus, offering payment options will also give your website a boost in search engine rankings, since Google now factors in the availability of these options as a ranking factor for mobile searches.
This is especially important if you are a global brand. A recent study showed that 65% of eCommerce spending in China and 40% of the market in Brazil pay from mobile wallets and alternative payment methods. And these numbers continue to trend upward globally.
One added example of new payment methods includes the likes of Klarna, Afterpay and Paylater. They offer a more convenient way to buy from eCommerce sites and make the payment process faster and easier for consumers by offering flexible plans to pay for the goods at a later date.
Some of your competitors may be using these methods already, so it's important to keep up with new payment trends and offer them as an option on your eCommerce site.
3. Offer clear return policies and make the returns process easy
Returns can be a touchy subject for eCommerce businesses, but having a clear and easy returns process can actually improve customer satisfaction and loyalty.
In fact, a study by UPS found that nearly 50% of online shoppers said they would shop more often at a website with a free, convenient return policy. And 82% said they would be more likely to make repeat purchases from a website with a hassle-free returns process.
Take a lesson from Patagonia, whose returns process is clear and customer-friendly. On their website, they offer free returns within 30 days for any unused items with tags still attached. And they also have a comprehensive list of FAQs about their return policies to provide additional information for customers.
By having a clear returns policy and making the process hassle-free for your customers, you can improve the overall shopping experience and encourage repeat purchases in the New Year.
4. Have a well-designed, user-friendly website with easy navigation
Your eCommerce website should be visually appealing and easy to navigate for customers. Consider investing in a site redesign or using plugins that enhance the layout and user experience. Of shoppers who encounter a poorly designed website, 73% will leave it for one that makes buying easier.
Think about the layout and organization of your website. Can customers easily find what they are looking for? Are product photos clear and high-quality? Is the checkout process straightforward?
H&M is a great example of a well-designed, user-friendly website. The layout is clean and organized, making it easy for customers to browse and shop.
Taking the time to improve the design and user experience of your website can have a major impact on customer satisfaction in the New Year.
5. Utilize social media to connect with customers and build brand loyalty
Social media is a valuable tool for eCommerce businesses, providing opportunities to connect with customers and build brand loyalty.
Consider creating a strong presence on platforms like Instagram, where you can showcase products and engage with followers through posts and stories. You can also use social media to offer promotions or announce sales, driving traffic to your website.
Glossier is a great example of an eCommerce brand that uses social media effectively, with a strong presence on Instagram and engaging content that builds customer loyalty. They decided to partner with Olivia Rodrigo for a makeup collection, and announced the news through social media, generating excitement and driving sales.
Incorporating social media into your eCommerce strategy in the New Year can help drive sales and improve customer satisfaction. And while you don't necessarily need a celebrity partnership like Glossier, remember to focus on creating engaging and visually-appealing content that showcases your brand and connects with customers.
Use eCommerce tools to amplify your social media efforts and track metrics, such as follower growth and website traffic from social media sources. This can help you fine-tune your strategy and see the impact of your efforts on overall brand success.
6. Personalize the shopping experience for customers
Personalization is an important aspect of the customer experience, with studies finding that 80% of consumers are likely to shop with brands that provide personalized experiences.
One way to personalize the shopping experience for your customers is through product recommendations based on their past purchases or browsing history. You can also send personalized emails and offers to customers, making them feel valued and driving repeat purchases.
Amazon does a great job of personalization, providing recommended products based on past purchases and browsing history.
Improve the Customer Experience in 2023
Whether you are a small, local business or a larger eCommerce brand, implementing these strategies in the New Year can improve customer satisfaction and drive sales. Starting off the year with these changes in mind can set you up for success in the coming months.
And you can get off to the right start by trying out Automizely's suite of eCommerce tools, which includes options for personalized recommendations, website optimization, and email marketing automation. See how we can help improve the customer experience for your business in 2023.