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  • Customer – Centric Ecommerce: The Key To Sustainable Growth

    Customer – Centric Ecommerce: The Key To Sustainable Growth

    Hey there! Let’s dive into a topic that is more important than ever for every brand in the world of ecommerce. And yeah it is “Customer – Centric Ecommerce”. If you have ever shopped online (Well, who hasn’t), you might have noticed that some online brands just seem to have extra charm. Well, chances are they are following a customer centric approach and it is much more important. It is the secret sauce to achieving sustainable growth in the ecommerce realm. 

    Just imagine this! You are into your favorite physical store, and the salesperson knows your name and your preferences, and even recommends products that align perfectly with your taste. It’s like they can understand your mind, right? That’s the feeling a customer – centric ecommerce store aims to replicate in the virtual world. 

    So, what’s the buzz all about? 

    Customer- Centric Ecommerce

    Customer – Centric E Commerce is all about tailoring the online shopping experience to fit each individual customer like a glove. It is about building relationships rather than just simply selling products. Imagine receiving personalized product recommendations, exclusive deals just curated for you and on items you actually want, and a shopping journey that feels like it was designed just for you. That’s the magic of customer – centricity. 

    The Magic Of Personalization

    Remember that feeling of  excitement when you receive an email with your name in the subject line? That’s the first step of personalization. Customer – centric e commerce takes it up a notch by experience that speaks directly to you. It is like having a personal shopper without any awkward small talk!

    80% of consumers are more likely to make a purchase when brands offer personalized experiences.

    No More Cart Abandonment

    Ever loaded up your online cart with goodies, only to abandon it like a shipwreck survivor? Join the club! Customer centric ecommerce wants to fix that cart abandonment woe by making the buying process smoother than a buttered slide. The average cart abandonment rate is a sky-high 69.57%. 

    53% of shoppers are ready to dump their cart if they don’t find quick answers to their queries

    Building Trust And Loyalty

    Trust is the bare minimum of any successful relationship, and the ecommerce world is no exception. By showing that you understand your customers needs and preferences, you’re laying the groundwork for loyalty. When customers feel valued and understood, they are more likely to keep coming back. It’s the online equivalent of visiting the neighborhood store where everybody knows your name. 

    The Feedback Power

    Customer – centric ecommerce isn’t a one way street. It’s a continuous loop of communication. The feedback you provide as a customer is like gold for these online stores. They listen, adapt, and improve their offerings based on what you have to say. It’s like being part of an exclusive club where your opinions truly matter.

    Creating Memorable Experiences

    Think back to the last delightful shopping experience you had. Maybe it was the easy navigation, the discounts or coupons at checkout, or the personalized birthday messages. These little things add up to create a memorable journey. Customer – centric stores go the extra mile to make your shopping adventure not just efficient, but enjoyable.

    Sustainable Growth

    Sustainable growth isn’t about explosive, short – lived success. It’s about building a solid foundation that keeps your business thriving in the long run. And that is where customer – centric e-commerce comes into play. By creating loyal customers who keep coming back, spreading positive word by mouth, and staying engaged with your brand, you’re holding a brighter future for your online store. 

    Conclusion

    In the hustling world of ecommerce, being customer centric is more than just a trend and of course it is a game changer. It is about treating each customer like a VIP and crafting a personal level experience. So, whether you’re a business owner aiming for growth or a shopper seeking a seamless experience, keep your eyes peeled for those stores that put the customer in customer centric ecommerce. 

    So, whether you’re a seasoned entrepreneur or just dipping your toes into the ecommerce waters, remember that putting your customers first isn’t just a choice – It’s the golden ticket to success. And speaking of success, Blaash specializes in seamlessly integrating product information and purchasing options into your videos, turning viewers into buyers with just a few clicks. So, go ahead and explore the world of shoppable videos with Blaash, because when it comes to customer – centric ecommerce, innovation is the name of the game. Happy shopping!

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  • Customer Retention Hacks : Making Loyalists Out Of Shoppers

    Customer Retention Hacks : Making Loyalists Out Of Shoppers

    Have you ever wondered what will make customers stick around? In the rapid world of business, attracting new customers is a bare minimum. But what is more precious is retaining the ones you already have. That is where the power of customer retention comes into play. Let’s spill the tea on some customer retention hacks that can turn your normal customers to brand loyalists. So, grab your favorite beverage and let’s dig in!

    The Power Of Customer Retention

    Let’s take a quick look at why customer retention is a huge thing to brands or businesses before we start about the juicy hacks. Did you know that acquiring a new customer can be five times costlier than retaining the existing one? Yes, you read that right. Also not only that, but returning customers will always spend an extraordinary 67% more than the new cutomers. That is like getting an extra cherry on top of your ice cream. Sweet and satisfying! Isn’t it?

    Hacking Your Way To Customer Retention

    Personalization – Yes It’s The Key

    Just imagine you are walking into a store where the owner and salesperson knows your name, remembers your preferences and recommends products tailored just for you. That is the kind of experience which will grab the customer’s attention and they crave for it whether online or offline and that is the key for personalization. So, create personalized recommendations, product suggestions, and even exclusive offers for your loyal customers. 

    An exciting 80% of customers are more likely to make a purchase when brands offer personalized experience. – Epsilon 

    Customer Service – Should Be Surprising!

    A smile goes a long way, and so does exceptional customer service. Did you actually know that 73% of customers fall in love with a brand due to friendly customer service and representatives? Whether it’s through social media platforms, live chat or even a phone call. Just make sure your customer service team is not just solving the customer’s problems but also leaving customers with a positive experience. 

    Loyalty Programmes – Magnets Fosho!

    Who doesn’t like free stuff, right? Here comes a one – way ticket to keeping your peeps coming back for more and it is called loyalty programmes. 77% of people are all about these programs – stats by Accenture. To keep them hooked, offer rewards, discounts or giveaways and also it gives them a warm and fuzzy feeling inside. Who doesn’t love feeling like a VIP?

    Timely And True Communication

    We are living in the era where information is overloaded, so cut through the noise and provide them timely and relevant communication. Whether it’s a birthday surprise, a product update or restock notification, or an update status, these small touches show that you care about their journey with your brand. 

    Feedback – Yes It Matters!

    Your customer’s opinions are like gold dust. Reinforce them to share their thoughts through surveys, reviews or social media. Customers who feel their opinions are valued are 77% more likely to become repeat buyers. Plus, to improve your products and service, their feedback provides valuable insights for you. 

    Surprise, Surprise!

    Again who doesn’t like surprise, and your customers are no exemption. Send them unexpected goodies, and lil sneak peeks or limited time offers. These unexpected treats or surprises create a delightful sense and make your customers feel like they are part of an exclusive club and make them say “Oh, my gosh, I feel special” vibe. 

    Keep It Consistent, Keep It Real

    To hold relationships together, trust is the glue. And that includes your brand customer love story. Be consistent in delivering high quality products, excellent service and crystal clear communication. Okay you won’t believe it, 81% of customers say that trusting a brand is a deal – breaker or deciding factor in their purchasing decisions. 

    FOMO – The Fear Of Missing Out! – The Psychology Game

    Humans are social animals, and we tend to follow that crowd. Leverage this by showcasing social proof – like think customer reviews, user – generated content and also testimonials. Fear of missing out(FOMO) is another psychological trigger you can say. Just using the terms like “limited – time offers” or “last chance to buy” notifications can light a fire to the customers to make a purchase sooner rather than later. 

    Bringing It All Home

    Alright, It’s nutshell time. You’ve got the secret sauce for turning regular shoppers into brand loyalists of your brand. Wrap them up with mind blowing experience and knockout service, dish out loyalty perks, shoot them messages they can’t even resist, gobble up their feedback, surprise them silly, build huge trust, and throw some social proof in there. 

    Yes, ecommerce champions! You have successfully unlocked the remarkable potential of transparency. Clearly communicate with these hacks and bring joy to your customers and elevate your brand to superstar status! Connect with Blaash and watch your brand flourish as you take the industry by storm, leaving your competitors wide-eyed in amazement.

    Ready to boost engagement & accelerate conversion with your website visitors?
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  • Creating Irresistible Shoppable Videos for Your E-Commerce Brand ​

    Creating Irresistible Shoppable Videos for

    Your E-Commerce Brand

    Create Compelling Shoppable Videos

    E-commerce brands need to find innovative ways to capture their customer’s attention and boost conversion rates. It’s time to roll out the red carpet for your e-commerce brand with shoppable videos that will make your customers go crazy i swear!!!

    We’re going to show you how to create irresistible shoppable videos that will have your customers reaching for their wallets faster than you can say “sold out!”

    “A recent study shows that as many as 91% of consumers want to see more online video content from brands”

    Before we dive into the essentials of shoppable videos, Let’s talk about the importance of shoppable videos in driving sales. Shoppable videos provide a seamless customer journey by combining entertainment and shopping into an interactive experience. Viewers can easily transition from watching engaged content to making a purchase with just a few clicks, reducing friction in the buying process.

    Why Do Marketers Prefer Video Marketing?

    92% of marketers say video gives them a good return on their investment – another all time high.

    Marketers prefer video marketing as it lies in its ability to convey stories, creative possibilities, leaving impact on consumers and enhancing brand engagement.

    The Importance of Thoughtful Video Content

    As you may be aware, scientific evidence has demonstrated that the attention span has decreased to just 8 seconds. Therefore, to engage shoppers effectively on your online store for longer than this brief period, employing a video strategy proves to be highly effective. However, it’s important to note that using any random video ad or strategy won’t guarantee favourable results. Precision and thoughtfulness are key in achieving the desired outcome. The video should be relevant and more accessible to the brand’s content. If it’s not interest to them, they are less likely to watch it or take any action as a result.

    The video should be the right length for the brand’s content and target audience. If the video is too long, viewers will be less likely to watch it all the way through. If the video is too short, it may not be enough to provide viewers with the information they need. The video should enhance the website’s design and messaging, and it should help to create a positive user experience.

    The Power of Shoppable Videos in Driving Sales

    Before we delve into the essentials of crafting shoppable videos, let’s understand the significance of this marketing strategy in driving sales. Shoppable videos seamlessly merge entertainment and shopping, offering viewers an interactive experience. By reducing friction in the buying process, customers can effortlessly transition from enjoying engaging content to making a purchase with just a few clicks.

    Five Types Of Video Content That Your Website Should Have?

    1. Teaser Video

    To generate excitement and anticipation, leverage teaser videos that intrigue your audience and make them curious about your brand’s upcoming products or events. A simple and minimal teaser video, like the one used by Le Creuset to showcase their new Valentine’s Day collection, can create a buzz in the market.

    2. UGC Explainer Video

    UGC, or User-Generated Content, is a powerful tool for showcasing your product’s main benefits through videos created by consumers. Encourage followers and brand loyalists to share photos or videos of themselves using your products, just like Lululemon did with its athleisure brand. This not only expands brand awareness but also resonates with a broader audience.

    3. UGC Testimonial Video

    Testimonials take authenticity to the next level by featuring real customers sharing their experiences with your products. Embrace UGC testimonial videos to build trust and credibility. Dieux Skin, a skincare brand, uses testimonial videos to not only showcase the results but also to share insights on product usage and overall experience.

    4.UGC Product Usage / Routine Video

    Demonstrate how customers can incorporate your products into their daily lives through UGC product usage or routine videos. This approach helps potential buyers understand how your products fit into their lifestyles, making them more likely to make a purchase. Take a lifestyle approach, like Solo Stove, to create compelling product videos that capture viewers’ attention and immerse them in the experience.

    5.Awareness Videos

    Educate and engage your audience with awareness videos that tell your brand’s unique story. Create a compelling narrative that showcases your products and values. Baggu, a brand selling reusable bags, successfully blends their different bag offerings with their brand’s story to create a memorable video.

    Conclusion

    Shoppable videos offer a unique advantage in creating short and irresistible content for e-commerce brands. With interactive elements seamlessly integrated into the video, customers can make purchases directly while being captivated by the content. This eliminates the need for customers to search for products separately, streamlining the buying process and reducing drop-offs. By incorporating calls-to-action within the video, such as clickable links or buttons, brands can guide viewers to relevant product pages instantly. This immediate access to products increases the likelihood of impulse buying and drives conversion rates. The short and captivating nature of shoppable videos also caters to today’s shorter attention spans. Brands can convey their message effectively within a limited timeframe, ensuring viewers stay engaged and are more likely to retain the information presented.

    I hope this blog has helped shed some light on how to create irresistible shoppable videos for your e-commerce brand. By following these five types of video content on your e-commerce website to create anticipation, engagement and excitement among the targeted audience. Put it in action with blaash, let’s create irresistible shoppable videos to your ecommerce website asap!

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  • The Gen Z Effect: Redefining Social Commerce in the Era of Digital Natives

    The Gen Z Effect: Redefining Social Commerce in the Era of “Digital Natives”

    Say goodbye to the days of mindlessly scrolling through an endless stream of hilarious memes and adorable animal pictures without the option to buy them. Social commerce has swooped in and said, “Hold my virtual shopping cart!”

    Hey there! Let’s take a plunge into the world of social commerce, where shopping meets social media in the most entertaining way possible. Imagine this: You’re casually scrolling through your favourite social media platform, having a good laugh at hilarious cat videos, and suddenly, something catches your eye—a pair of shoes that you absolutely must have!

    Social commerce is like a match made in heaven between online shopping and social media. It’s a fantastic combo that lets you discover products, connect with brands, and make purchases—all while immersing yourself in the fun and engaging world of your social feeds. It’s like having retail therapy and entertainment wrapped into one awesome package.

    Retailers and eCommerce brands are still scratching their heads trying to figure out how to appeal to Gen Z, 

    The generation that ranges from 7 to 22 years old and wields a spending power of $143 billion. That’s a lot of pocket money!

    Now, let’s find out why Gen Z is head over heels for social commerce.
    One word: Relatability

    Gen Z craves authenticity and connections, and they want their online shopping experience to reflect that. Social commerce platforms offer a unique opportunity for brands to showcase their products in a fun and engaging way

    They might stumble upon a heartwarming ad campaign that brings tears to their eyes or a video testimonial from someone who genuinely benefited from a particular product, all presented in a lighthearted and relatable manner. These emotional touches transform the shopping experience into something more than just a transaction. They create a sense of connection, empathy, and understanding between Gen Z and the brands they engage with.

    With their quick wit and emotional intelligence, Gen Z has embraced social commerce as a way to find products that not only make them laugh but also resonate with their unique needs and preferences. They appreciate personalized marketing and applaud brands that take the time to understand them.Guess what?

    Social media platforms are morphing into shopping destinations. 

    Gen Z consumers are all in when it comes to social commerce, with research showing that a whopping 54% of them have made a purchase directly through social media. They see these platforms as an extension of their social lives, where they can effortleassly discover and buy products without leaving the app. It’s like having a shopping mall right in the palm of their hands!

    One of the reasons social commerce has become a hit among Gen Z is the sense of community it fosters. Social media platforms are inherently social, and social commerce allows consumers to engage with brands and fellow users in a more meaningful way. By sharing their purchases on social media, consumers can influence their friends and followers, creating a ripple effect that leads to increased sales for brands. It’s like a virtual shopping party!

    Social media has revolutionized the way brands interact with consumers, especially with Gen Z shoppers. Thanks to platforms like Instagram, Twitter, and TikTok, brands now have a direct line of communication with their target audience. But with great power comes great responsibility. Brands are under constant scrutiny, and consumers expect transparency, authenticity, and social responsibility.

    Gen Z consumers want to see the real people behind the brand and follow those that align with their values and beliefs. They are more likely to support environmentally conscious and socially responsible brands that take a stand on important issues. Building trust and loyalty with Gen Z means being transparent, authentic, and socially responsible.

    In a world where social media influencers hold more sway than traditional advertising, brands need to be strategic in building brand loyalty and trust. Gen Z consumers, in particular, have high expectations of brands on social media. They demand personalized experiences, customized recommendations, and genuine influencer partnerships that align with their values.

    Price sensitivity is a real thing for Gen Z.

    Despite having more purchasing power, they are more price-conscious due to economic uncertainties. They love a good deal and are always on the lookout for sales and discounts. So if you want to catch their attention, offer competitive prices and tempting discounts.

    Convenience is key for Gen Z. They value efficiency and promptness. Fast and reliable delivery options, easy returns, and seamless customer service are non-negotiable if you want to win them over.

    For Generation Z, speed is everything. They’re impulse purchasers, with nearly 60% admitting to making non-planned purchases in the heat of the moment. In the era of fast fashion, Gen Z shoppers expect the latest styles to be available instantly, and they’ll choose the brand that can deliver the fastest. To keep up, retail content has to move at lightning speed, and reactive content strategies work like magic.

    So, How can you attract Gen Z customers? Let’s dive into some quirky tips!

    User-Generated Content

    Gen Zers trust real customers more than paid spokespeople. Encourage your customers to share their experiences with your product through photos and videos. Remember, they want to hear from real people, not just fancy endorsements.

    Short Video Content

    Gen Z loves videos, especially on social media apps like Snapchat, TikTok, and Instagram. Keep your content engaging, fun, and to the point. In addition to creating engaging videos, another effective strategy to attract Gen Z is by incorporating shoppable videos and web stories.

    Shoppable videos allow viewers to make purchases directly from the video, while web stories combine images, videos, and text to create an immersive experience. These interactive formats make it easier for Gen Z to shop while being entertained. By integrating shoppable videos and web stories, you can capture their attention and increase the likelihood of converting interest into sales.

    Partner with Influencers

    Nano and micro-influencers have a more engaged following and higher trust levels. They create personal relationships with their followers and have the highest engagement rates. Plus, they charge less than the big shots, so it’s a win-win!

    As you adapt your business to the younger generation, think about how you can be more open about supporting important causes. Rethink your video content and consider collaborating with micro-influencers who have solid ties to Gen Z. It’s all about keeping it real and building a genuine connection.

    What’s Next For You?

    So, there you have it—some quirky strategies to capture the hearts of Gen Z. Remember, they’re a unique bunch with short attention spans, a love for all things digital, and a deep appreciation for authenticity. Now, go out there and show them that your brand is the bee’s knees!

    If you want a solution that can drive sales through your existing video, speak with our solution advisor today. Blaash is a complete DIY platform that enables you to create digital products and drive sales with a shoppable video feature. Blaash’s digital product shop will increase conversion rate, reduce return rates and enhance your product pages by adding dynamic content that keeps users engaged, entertained, or educated.

     

    Our platform offers a wide range of tools and features that can streamline your workflow and help you achieve your business goals. Don’t miss out on the opportunity to learn more about how Blassh can help you – book your demo today!

    Ready to boost engagement & accelerate conversion with your website visitors?
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  • Tips You Can Use to Increase Customer Loyalty

    Tips You Can Use to Increase Customer Loyalty

    Loyalty doesn’t happen overnight, so what can you do to foster this? Focus on your interactions with current and potential customers so that you can achieve long-term success. Over time, however, it was evident that building long-term relationships with clients was more likely to pay dividends over time.

    Customers who are loyal to your brand are committed to your brand. If you have good customer service, a vast selection of goods, or any other way to distinguish yourself, you will always win the loyalty of your customers.

    Exemplified by Successful Customer Loyalty

    • The Amazon Prime membership is one of the best customer loyalty programs. A yearly subscription is required. Customers can stream Prime Video through the subscription as well as get free two-day shipping.

    Amazon has had tremendous success with this program. According to research, Prime members spend an average of $1,300 a year on the Amazon website, while non-Prime members spend $700 a year.

    • The Starbucks app, one of the most successful mobile applications in history, is used by 4 million people aged 14 and older every six months for at least one purchase. Google Pay will be used by twice as many people as Apple Pay.

    In short, the app lets users load money onto their mobile devices, which they can use in-store for purchasing items. Mobile device users can also order and pick up from the closest store using their mobile device. Customers can redeem free drinks and other perks by earning “stars” with every mobile purchase

    Strategies for Building & Maintaining Customer Loyalty

    • Incentivize customers to join loyalty programs and offer discounts –

    Customers tend to place a high value on immediate satisfaction when it comes to experience. Retailers can offer discounts on products that customers regularly buy with the use of analytics technology, your customers will be motivated to sign up to your loyalty program by giving them an immediate incentive. By offering loyalty rewards, you can help your clients stay loyal to you. If your company offers an exclusive discount for college students, veterans, seniors, you’ll reach and retain key segments of your customer base

    It’s essential to make them feel extra special when they buy from you to create a successful loyalty program. Give your customers something they’ll remember with birthday deals, exclusive sales, or free classes. Let them know what they’ve earned with your brand. By staying in touch with them, you will keep churn at a minimum.

    During traditionally slow times, people may buy from you by offering discounts. You will build a loyal customer base by letting them know that a specific day may offer a better deal.

    Movie theatres that offer $5 tickets on Tuesday and restaurants that offer 10% off on Monday for college students are two examples.

    • Encourage customer loyalty with referral programs and Wish Lists –

    Your customers will come back if you make their lives easy.  Rewards don’t need to be limited to only incentivizing spending, in addition to rewarding your existing customers, a “Refer- A- Friend” program can help you attract new customers. Most successful loyalty programs let customers create wish lists and track their favorite items. Using this method, a customer can easily track what items they want to purchase and create a gift shopping list that friends and family can reference easily. You will be able to expand your client base even further if you develop a loyal community of customers. The fact is it’s one of the best ways to increase the visibility of your eCommerce brand.

    Providing discounts, coupons, or other incentives to your customers who share your content online will encourage them to engage with brands via social sharing, referrals, and honest feedback.

    Many companies have utilized referral programs since they became popular, and TransferWise’s “Invite a Friend Program” has experienced great success.

    • You should ask your customers for feedback and collect data about them.

    Hearing directly from your clients can improve your customer loyalty strategy. All you need to do is ask your customers to share their thoughts. Alternatively, you could give them incentives to do so. Without honest feedback from your customers, you’ll have a harder time cultivating a loyal following. Consumer feedback will ensure your brand is a pleasure to experience and that they will return.

    The following methods can be used to collect customer feedback –

    • Emailing surveys – Subscribers signed up for your email list to stay in touch. You can get reliable feedback on your current processes from those invested in your business.
    • Analyzing live chat and chatbot transcripts – When you look at the live chat or chatbot conversations of your site visitors, you can gain valuable insight into their concerns and pain points.
    • Listening to social media – Utilize social media monitoring and engagement to monitor what customers have to say about your brand on social media. The expression of opinions can be done using hashtags, comments, direct mentions, or likes.

    The opportunity to create a loyal customer exists whenever you receive customer feedback, even if they are temporarily dissatisfied. Responding to feedback should represent your appreciation for it and your readiness to address it. Your response will strengthen your relationship with the customer and anyone else who reads it.

    • Gamify the customer experience to improve it

    The idea of gamifying something is to take an ordinary task – e.g., a driving test – and add gaming elements to make it more interesting. LinkedIn’s gamification features have been known to inform users when their profile is told it is 58% complete, and here are four tips on how to get it to 100%.

    In a recent study, Deloitte said that gamification in marketing makes a 30-40% improvement in customer engagement online for media companies with games.

     

    The following examples and tips can help you effectively interact with your customers. You will gain a lot of respect from customers if they know you care about their concerns and value their feedback.

    Building a stable customer base begins with focusing on your existing customers. If you neglect your existing customers, you will eventually collapse. Customer appreciation is about acknowledging what your customers have done for you.

    Let talk!! How you are increasing your customer loyalty & Listen to how Blaash.io can add value to it.

  • A Great Customer Experience Strategy Should Avoid the Following Mistakes

    A Great Customer Experience Strategy Should Avoid the Following Mistakes

    Today’s world is driven by the customer. In the modern world, there are more options for customers because technology is readily available to them. Those who receive excellent customer support may become the brand’s most devoted ambassadors. Service to the customer has become a top priority for businesses. Adapting your strategy to the most recent market insights will help you create a better customer experience and be on top of the most recent industry trends. The poor customer experience of a brand has caused 49% of consumers to leave it in the past year. When customers have positive experiences throughout their journey, 65% of respondents intend to become loyal customers. Customer experience has a significant impact on keeping customers happy.

    Customer service has a great impact on recommendations, with consumers rating a company’s service as “good” having a 38% higher likelihood of recommending that company

    Brands can build a long-term relationship with customers instead of focusing solely on basic queries and FAQs. By turning prospects into lifelong, dedicated customers, the brand can yield extremely high profits. Consistently excellent customer service is of the utmost importance. In return, consumers begin to trust and believe the brand and speak highly of it. According to Microsoft research, engaging consumers in an emotional way builds brand loyalty for 96% of them. Brands that engage customers sustainably enjoy a deeper relationship with customers. This is valuable for organizations. The cost of acquiring a new customer is 6-7 times higher than retaining an existing one. With good CX, your customers will support your brand every step of the way. It is logical and business-sensical to focus on your current customers. Customer satisfaction ensures a profitable business model and happy customers.

    Nearly 80% of consumers would rather do business with a competitor after experiencing more than one bad experience.

    A company’s excellent customer service guarantees that 78% of consumers will do business with them again after a mistake.

    During the period 2022 to 2030, the CX Management market in the US is expected to grow by 15.3% annually. When it comes to operationalizing customer experience strategies, companies across all sizes and industries have faced several challenges. Customer experience is changing and experiencing new challenges. However, businesses make the most common mistakes in customer service that can be avoided.

    Figure 1 COMPARISION OF CUSTOMER EXPERIENCE & CUSTOMER SATISFACTION

    Companies face the greatest obstacles when they fail to –

    • Lack of Customer Understanding – Customers cannot be serviced effectively if brands don’t understand them as individuals. It is important to keep track of the behavior of the customers as well as their purchase histories. Thus, the employee can offer the best solution to the customer without difficulty. You must know the pulse of your customers, by understanding their needs and wants to discover their challenges. It is necessary for your team to comprehend the customer in-depth so that they can walk in the customer’s shoes. By creating a detailed description of your customer personas, you can achieve this effect. Your main objective is to ensure that everyone on your team understands the importance of great customer service. If you don’t have the right technology in place and the right training, you can’t build and nurture customer relationships.

    The most frustrating experience for 33% of customers is waiting on hold. Three-quarters of respondents say they get frustrated with repeated interactions with support representatives.

    Using bots to resolve issues has fallen to 28% effectiveness. In America, 40% of consumers rely on other channels to contact customer service teams, as they find bots ineffective

    • Lack of Communication with the consumer – Communication is yet another sphere where companies fall short when it comes to customer service, whether it’s via emails, social media posts, or phone calls, customers demand an instant response in today’s digital age. Often, when complaints are basically the same, representatives get accustomed to them. Due to the fact they want to resolve the issue as quickly as possible, they might react without fully comprehending the issue. Nearly half of those posting complaints expect responses within 60 minutes, according to Edison’s research. Companies can use feedback to identify potential customer service issues or product problems. Taking negative feedback in a positive light can even lead to stronger customer relationships. Companies can use it to evaluate the quality of their products or services. In exchange for feedback, they might offer discounts or free products, or an apology note. For brands, replying to customer questions/comments is no longer enough; they must act immediately. It is possible for brands to manage user comments and conversations with the right tools without having to leave their customers unhappy.

    Live chat is the preferred communication method for millennials over every other communication method.

    • Lack of Customer Data Usage – Since CX teams deal with hundreds of data touch-points day in and day out, they will require CRM tools that can analyze the data and extract valuable information from the data mine. Many businesses don’t take advantage of their customer data. Making better use of this data will benefit their customers. There are different communication channels preferred by different customers. In some cases, online chat is preferred over phone calls or e-mail exchanges. As competition and customer touchpoints change constantly, an organization’s marketing mix must encompass investments in CX as well. It is essential that organizations have an always-learning culture in which leading and lagging KPIs are regularly reviewed.

    Over 90% of consumers believe a company with a “very good” rating can be trusted to handle their needs.

    • Lack of Customer Respect & Privacy –

    If you are in charge of customer support for a SaaS product, your job is to explain how customers can use it and identify their problems. It is always wise to treat the customer nicely. Never engage in argumentative behavior. Customers can seriously take offense if they receive offers, they don’t want at inconvenient times, and if their personal information is used without their consent. A transparent policy of how you use their personal information is the best way to ensure that they can opt-out of any activities that might make them uncomfortable. Schedule your emails and texts regularly, but not too often.

    Personalizing consumer experiences can increase our online conversion rate by 8%

    70% of the customer’s journey is based on how he or she feels like they are being treated.

    Four essential elements should be addressed by customer experience leaders. Alignment with business objectives should be central to their strategy. Customer experience strategies guide resource allocation, provide guidance in designing a specific experience, and prioritize resources. Customer service strategies need to be updated and re-evaluated for companies today, especially when facing a fiercely competitive market. The customer experience needs to be continuously reviewed and monitored, and companies need to change if the experience is disappointing. The final point to remember is that no single strategy will work when it comes to providing a superior customer experience. Creating a winning CX strategy starts with understanding the brand’s customer base and factoring in the company’s goals. Are you onboard?

  • IMPACT OF SOCIAL COMMERCE ON E-COMMERCE BRANDS

    IMPACT OF SOCIAL COMMERCE ON E-COMMERCE BRANDS

    Social media was once used for photos and videos of entertainment, connections, and communication. Today, social media is used for an array of different purposes like Shopping, Marketing, Building Community, and many more. D2C brands’ success has been unstoppable because of this digital revolution. With its capabilities of providing direct access to target consumers without time and distance restrictions, social media helps us to reach a wide audience in a short amount of time.

    In 2020, there were around 80 million social buyers in the US, an increase of 30% from the previous year.

    30% of eCommerce firms are already selling on social networks, and another 12% plan to do so in 2021.

    Additionally, as the pandemic increases the impact of digitalization, both brands and consumers have experienced a change in their respective purchasing and selling behaviors. The use of eCommerce and social media has changed consumer shopping habits, triggering an increase in social commerce platform usage.

    Social eCommerce is a trend that originated in Asia and has spread globally. Especially in India, the growth would be imminent, since a large part of the population uses social media, from Facebook, Instagram, Twitter, Snapshot, Pinterest, etc. Almost every business is trying to integrate social eCommerce into their operations, as part of the larger eCommerce sales category, social commerce is expected to reach $4.2 trillion this year.

    On social media, 11% of users make an online purchase immediately after discovering a product, while 44% purchase it later.

    The rise of social commerce creates a lot of opportunities for D2C brands since they frequently use social media for awareness, influence, and sales.

    D2C brands and social commerce benefit from the fact that their consumers spend the majority of their time on platforms where they are active. If you look at Instagram or Pinterest, two platforms that target the same generation, you will find that the evolution of D2C and social commerce is directly connected to these digital media platforms.

    A survey conducted in June 2021 found that 35% of respondents were influenced by social media ads when purchasing. Generation Z respondents are more likely to be influenced by social media ads at 75%. Among social media users ages 18 to 24, 55% made at least one purchase on social media, followed by those 25-34. In a recent survey, 54% of Gen Z shoppers and 58% of Millennials agreed that social media platforms are better for discovering new products than online searches.

    The compound annual growth rate (CAGR) for social commerce is expected 28.4% from 2021 to 2028.

    More than two-thirds of global internet users use social media to buy products.

    You can offer your audiences exciting shopping opportunities via digital platforms they prefer with social commerce. So why not use it? Listed below are the top strategies which you can use to increase social commerce worth for your business.

    • Choosing the Right Social Media Platform –

    Compared to e-commerce, social media shopping is a more interactive experience. Every day, millions of people use a wide variety of social and digital platforms, but brands have restricted resources to use for digital advertising. Shoppers say they research products on Instagram and Facebook before purchasing them, claiming that up to 81% do so. Facebook, Snapchat, and TikTok have all started expanding their social commerce offerings and are gaining ground with Instagram and Pinterest.

    One million Facebook Shops are active every month, with over 250 million active participants by Q1 of 2021. If you compare Pinterest users with people on other social media platforms, they’re 7x more likely to say Pinterest is the most influential in their purchase journey. In the period July 2020 to February 2021, Instagram Shopping contributed 80% of total sales to one retail brand, Jane.

    In the U.S., Facebook is the top social commerce platform with 56.1 million buyers.

    Brands pursuing social commerce should gather and analyze detailed information about target audiences’ preferences before moving forward. Understanding your customers will make it easier to figure out the best channels to target for marketing campaigns.

    In comparison with shoppers on other platforms, 85% of Pinterest shoppers have more in their baskets.

    • Organize live shopping events –

    With eCommerce, consumers can purchase their favorite products from anywhere around the globe and have them delivered right to their homes or offices. It’s interesting to note that live streaming shopping in a way modernizes the age-old practice of home shopping. Conceptually, nothing changes, just the channel.

    In China, live stream shopping accounts for $312.5 billion.

    The advantage of live shopping is that customers can view products in actual time, and sellers can showcase their products. By leaving comments on the live video, users can gain more insight into the product, just like on Instagram Live. Review and recommendation information is flashed on the screen, guiding viewers during the selection process. Viewers are captivated by live commerce, which is immersive and entertaining. Video and retail merge is better engagement, to bridge the gap between products and customers, and drive sales. Online Marketplaces, Live Auctions, Influencer Streaming, Tutorials, Live Events, Gamification, and Interactivity are the most common formats for live shopping today.

    • Create a content creators’ network for your brand –

    There is no doubt that in 2022, there will be an explosion of creativity and the emergence of a new type of economy fuelled by more than 50 million content creators across the globe and on social networks. Now the social platforms allow purchases through their apps, and creators can tag products directly on their posts. Globally, it grew by 42% this year to $13.8 billion and is expected to reach $15 billion by 2022. Spending on influencer marketing rises because of this transition. With the growing ease of setting up an online store thanks to technology ecosystems, influencers and brands will be working together more and more. In order to grow brand awareness, create engagement, and generate conversions, creators introduce their brand and products authentically and discover the right creator, explore the social media accounts and feed into your industry that drives engagement. In addition to these options, brands can collaborate with a variety of influencers and micro-influencers to develop a multi-tiered influencer marketing strategy.

     In the United States, 78% of social network users learn about new products via Facebook. Instagram and Pinterest come in second place with 59% each. 

    By 2027, social commerce sales are expected to be worth $605 billion.

    Online stores that have social media buttons can benefit from social commerce. Your followers care about your commitment to diversity in leadership and the use of organic ingredients when it comes to growing your social commerce as consumer needs brands that support the causes that are important to them. Your brand will be more effective if you engage your consumers in content that helps them understand your offerings in a relatable way. A majority of users access social media platforms on mobile devices. Due to its user-friendly features, social commerce has become the shopping site of choice. Consumers’ behaviors can be captured through social media without interfering with their social lives. If you want to navigate the social commerce realm, keep in mind that followers want to be inspired and entertained by D2C brands.

     

    Whether you’d like custom strategies based on accurate data or the development of eCommerce websites, we can help. Learn more about investing in digital commerce by contacting our team of experts.