By Nicole Hanson
June 30, 2020
It’s no secret that COVID-19 has changed every aspect of our lives. From the way we work to the way we shop, people around the world are adjusting to the new normal. As many places begin to reopen, people are opting to go out less often and simply do things digitally. Online sales were up 14.5% in Q1 of 2020, as compared to the same quarter last year. Online sales even saw a huge spike from March to April alone, showing that ecommerce demand is continually increasing.
With increased ecommerce competition and economic uncertainty, online retailers need to prioritize the customer experience more than ever before. Consumer habits were forced to change when a global pandemic hit, and now consumer preferences are changing too. As consumers turn to digital more and more, what can you do to make your business stand out so that shoppers choose you?
Make It Personal
Personalization has always been an important piece of digital optimization, and now it is perhaps the best tool to help online retailers stand out in the crowd. Over 90% of people are more likely to purchase from a brand that offers them a personalized experience, according to Forbes. With nearly 80% of retailers investing in personalization though, it’s crucial to take your personalization efforts a step further. If you’re not sure how to beat out the competition, go directly to them – see how they’re personalizing their website and email marketing, and build a strategy to go even further for your customers.
Lead With Empathy
Consumers have made it clear they expect personalized messaging and product recommendations when shopping online these days. More than that, though, customers want to see brands leading with compassion and empathy. While more shoppers are turning to digital experiences, the entire world is facing a period of economic uncertainty. It’s essential for businesses to blend online technology with a human touch to create an exceptional customer experience. Whether it is offering payment plans, discounts, or highlighting customer support tools, brands need to show that they are here for their customers and their community.
Commit to Your Employee Experience
At the end of the day, your company’s best advocates are your employees. If you’re not meeting your employees’ expectations, they might not be meeting your customers’ needs either. According to a Gartner survey, only 13% of employees feel their companies fully meet their needs. On top of feeling well taken care of, your employees should have the technology, knowledge, and processes they need in order to conduct their jobs efficiently. When your employees are happy and confident in their jobs, your customers will reap the benefits.
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