What do online shoppers really want in their customer journey? If you are running an eCommerce business or multi-vendor website, you have to pay more attention on this point.
Is it a good deal, reward points, personalization, free shipping, ease of use or special offers? Yieldify published a research report in infographic to find the truth about customer journeys.
The team surveyed over 1,000 online shoppers from the US and UK to find out what they want from their online shopping experience.
Here are three things you should know.
What Do Online Shoppers Really Want: How Customers and Consumers Discover Your Website
How are the most effective marketers attract customers and consumers to their website? 51% of all consumers use search engine like Google, Bing and Yahoo.
Therefore, Savvy marketers utilize Search Engine Marketing (SEM) to focus on customer’s purchase intent, delivering the correct product and send message on time to grab their attention.
17% of the audience saying that emails also playing a vital role to make purchase.
Referrals also play the game. 9% of the consumer make a purchase on a friend’s recommendation.
What Do Online Shoppers Really Want: The Personalization Paradox
In the wake of GDPR, eCommerce marketers are facing the challenge of creating a personalized shopping experience while maintaining customer personalization.
According to Yieldify’s report, 63 percent of respondents expect retailers to have up-to-date information about their customers.
However, many consumers aren’t willing to sacrifice privacy in the name of personalization. For example, 66 percent of millennials are happy to share their personal data in order to receive a more personalized experience, compared to 50 percent of other consumers who would not trade their personal data.
It’s important to keep a balance with personalization so that your customer still trusts your company.
Let your customers know what kind of data you’d like to collect. Allow them to approve or deny that request. It’s also important to show how you’re using their data to create the best shopping experience possible.
Maintain transparency all the time. Let your customers know that their data will be used to make their shopping experiences better nothing else.
Give some offers to collect information like email address and location tracking. For example, you can give offer free delivery or a discount on a first purchase following a request for email capture. Consumers will feel free to get something out of giving up a small piece of their privacy.
What Do Online Shoppers Really Want: Make the Path to Purchase
It’s very easy to get consumers to visit your website, but so difficult to get them to part with their cash.
If you look at the infographic below, you will find the top five reasons of consumers purchase and, more importantly, the reasons why 97 percent of shoppers abandon their cart.
- Shipping charges are too high
- The consumer wants to compare the price
- Simply browsing but not ready to purchase
- A long checkout process
- Negative reviews from other customers
Once you converted a visitor to your customer and you want to get them again to buy, you have to gain their trust.
By providing a great delivery and return policy, great website usability, positive reviews, and offering some kind of loyalty program, you can gain the loyalty of your customers.
“Jay Radia is the co-founder and CEO of Yieldify, an e-commerce customer journey optimization platform that creates customer campaigns that convert into sales and customers for life.”
Hope the above infograph will help you to identify, What Do Online Shoppers Really Want?
You may also like: Dokan vs OpenCart: Details Comparison