5 Ways to Improve the Customer Experience

The convenience and speed of e-commerce has also enabled a number of e-commerce sellers to achieve considerable results. For example, Walmart’s e-commerce sales increased by 97% in the fourth quarter of 2020. Of course, other e-commerce platforms have also achieved good profits.

A survey by an agency found that 86% of customers are willing to pay for a better experience. In addition, research by the Temkin Group found that companies that earn $1 billion a year can expect to earn an average of another $700 million within three years of investing in customer experience. Here are five ways to improve your users' online experience:

Take a data-driven approach

Customers may have limited money right now, but they do have extra time. That’s why digital platforms are recording all-time high levels of engagement. A recent review of web analytics showed that “data plan upgrade” grew fourfold in Google searches.

Many organizations have released countless COVID-19-related data, including job losses, industry impacts, curve shapes, and new forecasts. Data is constantly changing, models are constantly evolving, and so should decision-making strategies. Consumers face unique challenges, and the only way to provide them with an incredible customer experience is to first understand their new needs. Consider investing in the data, technology, and systems needed to provide an exceptional experience by anticipating customer emotions and customer values.

Trust employees’ insights to solve problems

Employees are the eyes and ears of a company. Therefore, it is advisable to start collecting employee feedback on customer perceptions and daily interactions . Whenever a customer asks a question or expresses frustration, mobilize employees to share possible solutions. Everyone has unique insights and can help generate more ideas to respond to changing customer needs. In essence, retailers can kill two birds with one stone. Provide a superior customer experience and engage with employees on the devices and channels they actively use.

Preparing for a post- COVID-19 world

In China, the number of consumers who intend to permanently shift to online grocery shopping has increased by 55%, according to a McKinsey survey, with overall e-commerce penetration increasing by 3 to 6 percentage points following the COVID-19 pandemic . Globally, once customers get used to digital or remote business models, they are likely not to want to give up the convenience of digital, low-touch retail.

Retailers should therefore be prepared to consider digital transformation as a stopgap measure during the current pandemic. Lost sales can be captured by leveraging mobile and geospatial data to optimize omnichannel options, such as buy online and pick up in store.

Don’t stop innovating, stay agile

The future of retail cannot yet be accurately predicted as things are still changing direction so quickly, which means retailers must accelerate time to market for new applications, release innovations at their minimum viable conditions, and iterate without hesitation rather than waiting to make it perfect.

The important point is that customer experience is a game of grace. Like a gymnast, if retailers are nimble and sensitive to the needs of consumers, they can build strong relationships to withstand any future crisis.

Consumer Experience

Seller

Performance