6 Things Shoppers Want in Online Store
Things shoppers want in online stores (besides products).
Got an online store? Awesome.
But have you got what shoppers really want in your store? And by this we don’t mean products.
See, it’s simply not enough anymore that all you have are products. The customer experience also known as user experience, has changed so much, and what shoppers expect to see in your store are things that make their life easier by enhancing their entire shopping experience.
1. Easy to Navigate
How important to you is the ability to easily edit your website? CMS platforms that tend to be easier to update also do a good job of limiting your ability to change the look and feel of the page without some technical knowledge. This can be a good thing if you have a marketer who isn’t extremely technical but is a great writer and manages the daily/weekly updates of your website and blog—you don’t want him or her unintentionally throwing your whole site off kilter. That said, maybe you are someone who wants more control and freedom, which goes right into our next point…
2. Customer Reviews
Imagine if you entered an online store you’d never heard of before. It looks good but what’s really bothering you and preventing you from making a purchase is the lack of a single customer review. Without even one, you can’t trust this store. So you bail.
Customer reviews are very warmly received. They give your store more credibility, help to build trust and shoppers want to see them.
Don’t know how to secure more reviews? It’s simple – ask. After each purchase, wait a few days and send out an email request for a review.
You can implement this strategy easily by using an ecommerce review plugin such as Yotpo. It will allow you to collect and leverage reviews.
3. Free Shipping
Let’s face it – shoppers love free stuff. I do, you do, and so do all your customers.
RJ Metrics put it best when they wrote “free shipping influences consumer behaviour on a deeply psychological and often irrational level, adding a powerful boost to your average order value.”
Shoppers don’t mind spending more on a product if the shipping is free. It makes more sense to them than spending more on shipping and saving a bit on the product.
Naturally, you shouldn’t add free shipping to every single item that a shopper buys. Amazon offers free shipping on orders that are $25 or more of eligible items across any product category, for example.
So many online stores now have blogs.
One of my favorites is The North Face. Their blog is all about their customers. I love it and I’m sure loads more of their customers do too.
Now, you don’t have to make your blog about your customers. All that matters is that you have a blog. Why? Because a blog represents a great opportunity for you to position yourself as the expert and build a stronger relationship with your customers.
Shoppers turn to blogs for help, advice and information. Blog topics can consist of educational how-to posts, as well as news about your store, product information and more.
A blog can act as the voice of your brand, speaking to customers who want to see that you are active and care about them.
Careful, though; if you use your blog entirely for sales purposes, you may lose customers.
5. Point of Sale Card Reader
Shoppers want convenience from an online store, and a Point of Sale (POS) card reader provides just that.
It also benefits you too, because a POS card reader – like this POS card reader from Shopify – lets you sell your products anywhere. All it takes is a simple tap for email receipts, payments and adding products to cart.
With a POS card reader, you can sell both online and offline. This is key because more and more shoppers expect you to have implemented an omnichannel sales experience by now, so that they can browse and order online and pick-up offline.
6. Good Customer Service
Good customer service is high on the list of shopper expectations in 2018, with 33%of Americans saying they’ll switch to another business is your customer service is poor.
If you’ve got a few unhappy customers on your hands who want quick answers, it’s really important that you have a solid customer support network in place. This should include chatbots on your website that are able to rapidly respond to customer queries with satisfactory answers, as well as a social media team that is on hand to respond to customers on your social channels.
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