What Matters Most in Online Delivery
With a finite capability to meet the demands of today’s “I want it now” consumers, retailers need to consider what matters most - is it speed, convenience or free delivery?
Customer centricity has been an established business strategy for several years. No doubt you’ll have read countless articles and emails informing you about the benefits of becoming a truly customer-centric organisation. However, adopting a customer-centric mindset is a big culture shift for many businesses. We realise it can be a challenge to know where to start, that’s why we’ve put together our top tips to help you listen to your customers and boost your online conversions.
Our first tip is to adopt user research and surveys. They can be quick, simple and easy to set up and depending on how you phrase your questions, you can gain valuable qualitative and quantitative data from your user surveys that will help to improve your user experience.
3 key takeaways for a successful user survey:
If you aren’t talking to your users already, start today. Invest time in understanding who your customers are and what they think of your user experience.
Whether you like it or not, your users already have an opinion on their website experience and your brand from the moment they land on your site. But are your users’ first impressions and responses in line with your vision and goals? Do you know why users choose to shop with you over the competition? Why did those users leave before completing the sale?
Many businesses can see what is happening on their site but don’t prioritise the time to find out why and understand what factors are influencing user behaviour. They are a fickle bunch and it doesn’t take much to distract them. People will naturally take the path of least resistance when shopping online and generally don’t notice all the information and little details that you, or your marketing team, have slaved over. To overcome this hurdle, there are a broad range of qualitative and quantitative research methods you can undertake from user interviews to remote user testing. With several competitively priced tools available online - you can gain valuable insight quickly and easily in just a few days.
How to get started:
Understanding your customers pain points will help you reduce any friction and ultimately lead to better conversions. If you’re already thinking of re-platforming, what better place to gather insights than your current website! Listen to more voices and destroy the silos in your business. Collect customer feedback and insight from your customer service team who can report back on your customer complaints department.
Our advice:
We believe an excellent UX is no longer a ‘nice to have’. Ecommerce managers can’t afford to sit back whilst the digital landscape evolves around them. We believe that technology combined with strong UX and design should always support businesses in achieving their strategic goals.
If you feel unsure about where to start on your UX journey or if you want to find out how to increase your conversion rate - then why not request your bespoke Ecommerce audit. Alternatively, drop us a line on 0161 946 0000.
We are a multi-award-winning Ecommerce consultancy and in the past 12 months have won Magento's Shooting Star Award at its Imagine 2019 summit in Las Vegas as well as Episerver's Commerce Partner Of The Year.
For retailers – big and small – for whom success depends on growing online, we provide what it takes to sell better online. We do this by delivering class-leading Ecommerce websites that drive online growth and sales fulfilment solutions that facilitate next day delivery and customer service excellence.
We are independent and technology-agnostic but with close partnerships to several leading technology companies so we can always recommend the most appropriate platform for our customers' needs.
With a 20-year heritage in technology implementations, we take pride in helping our customers achieve long term benefits from the solutions we provide. We can do this, because we've done it before, for people just like you.
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