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Merchant Must-Haves for Outstanding Customer Experiences

Nikki Lanzer January 28, 2020

Today, there are innumerable options available to online shoppers, and these customers expect a lot from modern retailers. Along with speedy loading times, simple checkouts, and easy-to-navigate pages, each person that visits an eCommerce site expects to receive highly relevant product recommendations and a fun, customized shopping experience. If you want your online store to deliver exceptional experiences that your customers will remember, you can start improving your store with the following elements:

Improved Customer Engagement

If you have a Netflix account, you’ve probably browsed through the movies and TV shows that the platform specifically recommended for you. These relevant suggestions are based on your past viewing habits, which genres you prefer, and what times you enjoy watching certain types of shows. This is just one example of excellent customer engagement.

You can improve customer engagement by creating specific messages based on actions people take on your site, such as abandoning their cart. Sending a friendly email to remind them of their abandoned items could motivate them to return and complete the transaction.

Omnichannel Personalization

Connecting a customer’s online and offline shopping experiences might sound like a challenge at first, but it can actually help shoppers find what they’re looking for with greater efficiency. For instance, a customer may receive location-based messages about different sales or promotions, or a shopper could seamlessly continue browsing while switching between their phone and laptop. Omnichannel personalization encourages customers to shop in a way that’s most convenient for them while continuing to offer relevant messages and recommendations.

Efficient Product Information Management

Establishing a single source of product data across all touchpoints can make it quick and easy to deliver the right content to the right customers. With PIM (product information management), merchants can efficiently:

  • Streamline the onboarding process for suppliers and data providers.
  • Establish one reliable source for product information.
  • Improve the quality and consistency of product data across all channels.
  • Deliver great customer experiences through compelling product data.

Multiple Payment Options

One of the main reasons why customers abandon their carts is that the store doesn’t accept their preferred payment method. By being flexible and allowing customers to easily pay the way they’d like, you can increase conversions and simplify the checkout process in one step. With trusted payment methods like PayPal or ApplePay, customers can feel confident knowing that their information is safe, and they can enjoy a much faster checkout.

Simplify Tax Compliance

Using a tax automation system can save your business time and money while making sure you stay up-to-date on the latest tax changes. Whether you sell internationally or just within multiple states, automating your tax information will lower your risks of making accounting errors or being audited. Without automation, sellers are responsible for manually tracking the specific tax compliance laws in every state, which can become a major hassle for growing businesses.

Streamlined Shipping and Fulfillment Management

To make sure your customers receive their products as quickly as possible, you need to choose the right shipping partner who can continuously monitor the package from the moment it leaves your store to when it’s dropped off at the shopper’s home. You will also have improved visibility over all shipments and deliveries to effectively manage your inventory according to customer trends and demands.

Built Trust With UGC

If a customer isn’t sure whether or not they want to take a chance on a new brand, seeing reviews from real customers can be the most influential part of their shopping journey. By implementing user-generated content (UGC) on your website, you can increase your brand’s transparency, encourage feedback, and provide a valuable form of marketing to new customers. UGC essentially lets your satisfied buyers do your marketing and selling for you!

Learn More

For a complete guide to optimizing the customer journey, check out our guide, An Experience Your Customers Can’t Resist. Magento partnered with Yotpo, Vertex, Temando, PayPal, Nosto, dotdigital, DHL, and Akeneo to bring you all the information you need to upgrade your store and create unforgettable customer experiences. These Premier Technology Partners will show you how to:

  • Attract customers to a variety of touchpoints.
  • Simplify product information and management.
  • Personalize customer experience across all channels.
  • Streamline payment and reduce fraud.
  • Simplify tax compliance.
  • Build customer loyalty and trust.
  • Improve your fulfillment measures.

Click here to learn more and download the free guide!

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