Improvements in Online Retail Experiences

Ecommerce stores can learn a LOT from brick and mortar. 'Digital marketing' isn't really a thing anymore - it's just marketing. Software and the internet ate the world. The lines between physical and digital are blurring, if they still exist at all. And the best brands treat their ecommerce experience a lot like an IRL store. → Personalization: Just as a good retail salesperson in a physical store can help a first time shopper or remember a returning customer’s preferences, ecommerce platforms should leverage data to personalize the shopping experience. → Immersive experiences: Brick-and-mortar stores have the advantage of creating sensory-rich environments. Ecommerce stores can replicate this by investing in high-quality content, virtual try-ons and 360-degree product views. There used to be an excuse that your product is 'difficult to sell online', but it's been busted. If people buy sunglasses, mattresses, and cars online - then you can definitely find a way to make your product more immersive. → Trustworthy customer service: For many shoppers, a helpful store assistant can make or break a sale. Ecommerce stores should focus on excellent customer service through live chat, and responsive customer support that goes the extra mile. → Leverage Data for continuous improvement: Physical stores often use foot traffic and sales data to optimize store layouts and merchandise. Ecommerce stores should use website analytics to understand customer behavior, optimize the sales funnel, and refine the user journey. It’s a no-brainer for brands to gather heat maps and customer feedback to unlock valuable insights into improving the online shopping experience. → Omnichannel: Successful brands integrate their online, offline, and marketplace channels to create a cohesive shopping experience. Features like BOPIS, Buy with Prime, and seamless returns across channels can enhance customer convenience and satisfaction. → Community engagement: Brick-and-mortar stores often serve as community hubs, hosting events and fostering a sense of belonging. Ecommerce brands should build communities with their audience so customers can engage with each other, as well as with the brand directly. → Innovative tech stack: IRL stores are investing heavily into technology, from POS to loyalty and beyond. Your ecommerce experience should feel fresh, easy, and exciting if you’re going to stand out in a sea of competitors. Ensuring that promotions, loyalty programs, and customer data are unified across channels strengthens brand consistency. Anything I'm missing?

Do you cater to multiple customer personas? Guiding them to the right products from the get-go can significantly enhance their shopping experience. One effective strategy is to implement a "Choose Your Own Adventure" approach on your ecommerce homepage. Why This Approach Works: → Personalization: By allowing customers to select their persona or interests, you can tailor the shopping experience to their specific needs and preferences. → Improved Navigation: This method helps visitors quickly find the products that are most relevant to them, reducing the time they spend searching and increasing the likelihood of a purchase. → Enhanced Engagement: A personalized experience keeps customers engaged and encourages them to explore more of your catalog and return in the future. How to Implement It: → Identify Key Personas: Start by identifying the main customer personas you serve. For example, if you're a skincare brand, your personas might include "Teens," "Adults," and "Mature." → Create Clear Pathways: Design your homepage to feature clear, clickable options for each persona. For instance, you could have buttons or images labeled "Teen Skin," "Adult Skin," and "Mature Skin." → Tailor Content: Once a visitor selects their persona, direct them to a customized landing page that features products, testimonials, and content relevant to their needs. Show product recommendations tagged for each persona. Bonus points: Setup a personalization campaign that adapts each page of your site with language and imagery to match each persona. e.g. A teen would see imagery of other teens and copy on the page follows suite. By implementing a "Choose Your Own Adventure" approach, you can create a more personalized and joyful shopping experience for your customers, ultimately driving higher conversions and revenue.

Lately I’ve been reading a lot about hyper-personalization and AI customer experience, something we’re evolving day in and out with Zendesk AI. A recent CMSWire article caught my attention, alluding to the retail industry leading the charge on personalized AI experiences and I couldn’t agree more. Many retailers have nailed tailoring interactions to individual customer needs, because in such a competitive marketplace they need their customers to feel seen, heard, and understood to retain them.  And retailers aren’t just focusing on personalization with AI, but efficiency and customer satisfaction as well. A great example of this is one of our global retail customers, Next, who has found Zendesk AI has allowed their customer representatives to focus less on simpler tickets and more on complex issues. This has led to a 15% decrease in average handling time and the ability to roll out AI tools at scale across the 127 different countries they operate in. As Head of Customer Contact Experience Technology Raz Razaq says, “The driver [for adoption] was to maintain our high-level service, especially as we’re growing organically.” For retailers operating at scale, AI can be a well-managed solution to fully transform the CX experience, from personalization to self-service to omni-channel support. I love great stories like the one from NEXT, the kind that really show the practical application and far-reaching potential of AI in the industry. Learn more: https://lnkd.in/gZxc6Aip #CX #CustomerStory

The Amazon e-commerce landscape is evolving at a rapid pace. Here's what we're observing: 👀 𝕀𝕟𝕔𝕣𝕖𝕒𝕤𝕖𝕕 𝕟𝕖𝕖𝕕 𝕗𝕠𝕣 𝕤𝕥𝕖𝕝𝕝𝕒𝕣 𝕧𝕚𝕤𝕦𝕒𝕝 𝕔𝕠𝕟𝕥𝕖𝕟𝕥: With the competitive landscape constantly shifting and customer demands rising, top-notch product images and creatives are crucial. Businesses must frequently update visuals to maintain conversion rates. 👀 𝕊𝕥𝕣𝕠𝕟𝕘 𝕖𝕞𝕡𝕙𝕒𝕤𝕚𝕤 𝕠𝕟 𝕧𝕚𝕤𝕦𝕒𝕝 𝕚𝕟𝕗𝕠𝕣𝕞𝕒𝕥𝕚𝕠𝕟: Shoppers, especially Prime members, heavily rely on visual cues, with visual content driving 74% of their purchase decisions. Superior creatives are essential in launching and promoting products effectively. 👀 ℍ𝕚𝕘𝕙 𝕔𝕠𝕟𝕧𝕖𝕣𝕤𝕚𝕠𝕟 𝕣𝕒𝕥𝕖𝕤 𝕗𝕠𝕣 𝕢𝕦𝕚𝕔𝕜-𝕕𝕖𝕔𝕚𝕤𝕚𝕠𝕟 𝕝𝕚𝕤𝕥𝕚𝕟𝕘𝕤: Customers expect listings that can be quickly navigated and understood even in distracted settings. Successful listings use strategic image placement and minimalistic design to enhance conversion rate. 👀 𝔸+ ℂ𝕠𝕟𝕥𝕖𝕟𝕥 𝕥𝕣𝕒𝕟𝕤𝕗𝕠𝕣𝕞𝕒𝕥𝕚𝕠𝕟: Transitioning to premium A+ content with interactive elements and cohesive design is paramount. Static, text-heavy formats are becoming obsolete. 👀 ℂ𝕠𝕟𝕥𝕚𝕟𝕦𝕒𝕝 𝕠𝕡𝕥𝕚𝕞𝕚𝕫𝕒𝕥𝕚𝕠𝕟 𝕗𝕠𝕣 𝕔𝕠𝕞𝕡𝕖𝕥𝕚𝕥𝕚𝕧𝕖𝕟𝕖𝕤𝕤: Regular updates and innovations in image strategy, including the use of manager experiments, are necessary to stay ahead in evolving niches. 👀𝔼𝕝𝕖𝕧𝕒𝕥𝕚𝕟𝕘 𝕔𝕦𝕤𝕥𝕠𝕞𝕖𝕣 𝕖𝕩𝕡𝕖𝕣𝕚𝕖𝕟𝕔𝕖 𝕥𝕙𝕣𝕠𝕦𝕘𝕙 𝕚𝕞𝕒𝕘𝕖𝕣𝕪: Creative and strategic image planning, focusing on customer needs and information flow, is key. Brands are urged to adopt minimalist designs and leverage AI to create compelling visuals. This market demands agility and innovation. With persistent efforts and cutting-edge tools, sellers can enhance their market standing and conversion rates. What other insights do you have to add to this list?