When a customer feels they’ve had a negative experience with your online business, they are unlikely to return to it again, and they certainly won’t become a valuable brand ambassador (probably quite the opposite). It’s, therefore, important to ensure that, alongside your impressive products or services, your customer’s experience is as straightforward as possible, which will help to keep them coming back to your company, and investing their money in it.
Time
The upside to an ever-expanding business world is there are more opportunities for people to find and do what they want. However, an increasing number in busy lives means that time is becoming a luxury most people can’t afford. Therefore, when it comes to using your online business, whether it’s for a service or to purchase products, the consumer needs to feel they are getting the most from their time on your website as possible. “Faffing” and “wondering” should not be words associated with your brand when it comes to how people are made to feel once they’re on your website. It would be such a shame to put all the hard work into the marketing and promotion, get them to find you online, only to ruin it at the last hurdle. Ensuring you’ve invested in professional help, if needed, to create a user-friendly site, that your customers can utilize with ease. It’s vital nowadays to have a responsive website, that is continually monitored for its functionality because you’ll rarely get a second chance with a customer.
Trust
The more hoops a person has to jump through to provide their details and information; the more aggravated they’ll become, and their trust in depending on your business will wither and fade. Keeping shopping transactions secure, clear and simple will provide peace of mind to anyone going through the process. If your business needs a patron’s proof of identification and information, you don’t want to present too many hurdles for them to get it to you. Services like Netverify identify verification can assist people in real time, saving them the bother of timely phone calls or scanning in information to email it through; this straightforward approach will help to ensure a customer feels secure because their details haven’t been spread around in every direction.
Enjoyment
If a consumer has a pleasant and straightforward encounter with your business, they will be likely to return; however, if they enjoy the process, they’ll definitely be making return trips to invest their time and money in you. Ensuring each process of your CX is straightforward will make using your website a pleasure, and not a chore. You want your patrons using words like “easy,” “great,” and “so simple” when it comes to their experience on your company website. These opinions will filter through to those around them, and you’ll have built a team of strong brand ambassadors, and free advertising before you know it. The more enjoyable the consumer finds using your service, or buying your products; the more they’ll keep coming back. For more information on what can influence online shopping behaviour, take a look at our other posts on the subject of eCommerce.