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  • e commerce photo 1 150x150 - E-commerce Challenges: Social Media Role In Customer’s Purchase

    A social media e-commerce presence is crucial to increase customer satisfaction level especially along the after sells step. Developing appropriate e-services on social media can reorient to a long term relationship with customers. The more you know the consumer needs, the better you can target your after sales strategy! There is a chance to improve a better online experience for customers! In the new irregular market environment, customer experience considered as a source of competitive advantage.With the expansion of the internet and the increase of the e-commerce consumer consumption level, it reconsiders the problematic issues of the role of social media in after purchase cycle. Actually, there were 258.9 million digital buyers in the United States in 2018 with an ecommerce spending per customer around $1,800 according to Statista (2019). And approximately 80% of internet users expected to make at least of one purchase online in 2019. According to Nasdaq (2017), 95% of shopping will facilitated by e-commerce by the year 2040.  E-commerce becomes one of the main powerful key strategic ITC competitive advantages of the American economy.  More than 21.55 percent of the World’s population buys online.And in 2021, the number is expected to rise to over 2.14 billion according to statista (2019). A lot of potential and perspectives for e-commerce companies!Doing business online and purchasing goods become common practices everywhere. The slogan of “buy anywhere, ship anywhere” is a global and unified practice that many customers and providers are adopting to facilitate exchange and create a competitive market place.But, it seems that more than eighty percent of customers according to Hubspot advanced that the stopped doing business with a company due to their poor customer experience. Changing visitors to customers seems difficult. An appropriate after-sales strategy attracts nowadays the attention of many e-commerce companies. The problem that some of them are not well satisfied! The purchase cycle especially the after-sales services leave customers’ unsatisfied. What is still lucking! A better understanding of the customer and the e-commerce companies along the after-purchase step is important. Specifically, social media experience considered as an important factor to understand customer’s perception, expectations and satisfaction. In general,e-commerce more associated with customer servicing. According to KPMG, thirty percent of online consumers have posted product feedback online. And thirty Percent of consumers say they prefer to buy from a website they’ve bought from previously”.it considered as a new forms of communication which increase the virtual purchasing experience. In general, a competitive online business depends from some key elements: a user friendly website, personalization, product and brand range, clarity of product information and characteristics, prices and promotion, shipping discounts and advantages, on-time delivery and flexible delay, product meeting expectations, customer support features and customer retention that can improve the customer experience online according to Dholakia, R. R., and M. Zhao. (2010) . In parallel, the expansion of social media also as Facebook, twitter and Instagram affected customer purchasing habits, products and services promotion and maintain its loyalty towards companies.For example, companies that use Twitter as customer service channel see a 19% increase in customer satisfaction according to WebpageFX (2018). The diversity of applications useful in internet facilitates customer-buyer communication channels, increase the exchange of idea and request responsiveness. Social media is crucial to improve e-commerce companies’ reputation, enhance trust and increase the level of loyalty of customers. According to Hubspot eighty-one percent of consumers trust the advice of family and friends over businesses. Actually, social media channels become one of the useful ways to resolve customer problems.  According to the CRM Unified Commerce Benchmark Survey (2015), 14% of respondents generate 5% of their sales through social media. Actually, online discussions are adopted commonly by customers and engender a high level of satisfaction.  It seems that 73%, live chat has the highest satisfaction levels for any customer service channel, compared to 61% for email and 44% for phone according to E consultancy (2015). The extend of social influence channels through forums discussions, user-generated contents options, etc affects customers decision-making process. Maintaining customers and clients’ trust loyalty and reduce risks is important. Maintaining online customer’s habits is important! Your experience can influence others purchasing decisions! Once you have a good experience with a product, you can return and also recommend it to others! Along the purchases phases, the after–sale services considered as one of the most important which can provide customers with appropriate services. Prioritize user experience before others! If visitors have a bad experience, how you deal with that! For example,70% of complaining customers responded that they will do business with a company again if there are available solutions to resolve the complaint in their favor according to the Status Labs (2018). And over two-thirds or 72% of businesses say improving customer experience considered as a top of priority according to Forrester (2018). Thus, achieving performance is depending on an urgent update and recognition of main daily needs that customers are facing in front of e-commerce services. The quality of services is mainly affecting clients and customer’s decision to maintain its relation with a firm. Almost 33% of Americans advancing that poor quality of services can affect their decision to switch to others companies according to the study of American Express (2017).  For example, there are 89% of shoppers who claim that they have stopped buying from online stores. Because they have experienced poor customer service according to the analysis of Status Labs (2020). Additionally, maintaining a client’s fidelity and solvability gain more attention nowadays.Many reclaim that just after one negative experience, 51% of customers will never do business with the company again according to the New Voice Media (2016). According to Temkin Group (2017) after having a positive experience with a company, 77% of customers would be open to recommending it to a friend. Also,the factor of time and delay towards customer satisfaction request is an important element.  More than 66% of adults consider that valuing their time is an important element that a company can do to provide them with enjoyable experience online according

  • daria nepriakhina  XR5rkprHQU unsplash 150x150 - How To Win Customers With Click & Collect

    Using Tech To Make Shopping Easier The omni-channel retail offering of Click & Collect is becoming even more common with 2020 seeing a global market shift of customers shopping remotely for safety as well as convenience and efficiency. Click & Collect suits shoppers for a range of service and hospitality industries including take away food, electronics and lifestyle shopping, and, significantly, grocery shopping. In a survey conducted in 2019, Statista reports that of the group, 47.4% chose this type of service to avoid shipping charges while 44.4% reported their primary reason for using the service was to minimise time wasted shopping in-store. How Click & Collect Is Transforming Service As a value proposition, ordering items this way enables retailers and food businesses a means to move to online without losing face-to-face customer relationships. In fact, when introduced effectively with the adjustment of business processes, staff training, and clear marketing to customers backed by a high level digital infrastructure for ordering and consistent inventory management you can diversify your revenue streams. As per DeAnn Campbell’s analysis, ‘Offer a seamless, respectful, and convenient service, and find ways to connect the click-and-collect and in-store experiences to delight customers’ — an exceptional Click & Collect process can actually transform your entire business. Learn More To Introduce This To Your Business This infographic provides more useful statistics to critically analyse the business benefits of providing this service for your customers. 2Flow designed this graphic, How To Win Customers With Click & Collect, to assist business owners and organisations learn more about this strategic way to enhance their value proposition while targeting processes that can build further revenue. The speed, convenience, and cost-effectiveness of this product delivery combined with the ease of access for customers makes this an ideal service offering in 2020, with this graphic also highlighting common issues so that you can smoothly implement for both staff and customers.   [Infographic]   null null

  • proxyclick visitor management system l90zRbWvCoE unsplash 150x150 - How to make your e-commerce startup stand out in the crowd?

    Online shopping has seen tremendous growth in the past few years. The big giants like Amazon, Alibaba, Flipkart, Rakuten have changed the face of commerce industry and have set a benchmark for others to compete with. These e-commerce stores have earned not just huge revenues but the trust of their consumers by offering them a seamless shopping experience.  Sale vector created by macrovector – www.freepik.com Why does your e-commerce startup need a differentiated strategy? The e-commerce industry revenues in 2020 amount to US$2,284,974m and they are expected to grow at a CAGR of 8.1% amounting to US$3,122,333m by 2024. The number of users currently stands at 3471.94 m and is projected to be 4636.34 m by 2024. With such promising prospects, the e-commerce industry has seen a rise in a number of startups too. But it isn’t easy for startups to survive in a stiff competition. Thus, it becomes imperative to have such strategies in place that make the startup stand out in the crowd. Take a look at some of the ways you can practice to achieve this: 1. Establish goals and then plan Have clearly defined goals which are attainable and measurable. They could be increasing traffic to your website, or generating some particular amount of revenue or selling a particular number of your products in a particular number of days or increasing engagements of your social media posts etc. If you set up goals in the beginning, the chances to steer away from the right direction are less since you can go back and refer to your goals and know where to move ahead. Planning how to move further after establishing goals puts your business on the right track. Assess where you stand in the market at the moment and where you see your e-commerce startup in the future. Then, research and chalk out a plan. 2. Ace the Branding game How people perceive your business is an important factor in its success. The name of your startup, its logo, the colours of your logo and your website, the theme on your website, your mission and vision statement, all come under branding. These aspects are what makes you unique and the more they resonate with your product offerings, the sooner they grab people’s attention.   Sale vector created by macrovector – www.freepik.com You should communicate with your audience regarding the points of differences of (PODs) your products and What makes them better? Do you offer customization? Do you have better delivery options than others? Can people save their time by using your product? Does it make them healthy? Does it make them look beautiful? Highlight the USP of your business and make your consumer aware of why they should buy from you. 3. Power of Social Media Social Media is a powerful tool for your business to grow. Properly utilising different platforms available can bring you closer to your audiences. Make sure you chose the right platform according to where you most likely to find your target audience otherwise you would find your efforts and money going down the drain.  Sale vector created by macrovector – www.freepik.com For your e-commerce startup, you can start by posting some creatives revolving around your products and brand with the intention of creating awareness among consumers about your business. Make them striking enough that it makes customers stop scrolling their screens and take a look at them. Post videos and quick to read articles for users to understand how and why to use your products. In the initial stages, your focus should be on making people aware that your business exists and what purpose it serves. Communicate using different content such as blog posts, videos, how-to articles, infographics etc. At a later stage, you can try your hands at advertising some of your best selling products on low budgets using Facebook, Instagram or LinkedIn Ads. Using the art of storytelling, spread word about your business with some engaging content. If people find your posts interesting, they will like it, share it and this word-of-mouth will grow your business. You can also use influencer marketing to spread the word about your business. 4. Emerging technology and Trend  You must keep an eye on emerging trends and technology and embrace them to up your game. You can use AI triggered emails to send reminders to your customers to shop from you, to inform them about new products added in your store or any promotional offers you are giving, or an interesting read you just posted on your website. Many businesses are now employing drones to reduce delivery time like Amazon and Dominos. Did you know that almost 62%  of consumers believe that Augmented Reality can help them when shopping for goods? Brands like Sephora, Rimmel London, Tommy Hilfiger, Kylie cosmetics are using augmented and virtual reality to ease product buying for their customers wherein they can ‘touch and feel’ their products. Some brands are even offering online filters via social media apps where the customers can try a particular lipstick shade or an eye frame.  5. Good UX and Responsive Web Design Did you know that 47% of users expect a maximum of 2 seconds of loading time for a website? And that 51.12% of global web traffic originates from mobile devices? One of the most important things you should dedicate your time and efforts to is your e-commerce website development. Make your website navigation easy for your customers so that they can have a hassle-free shopping experience. Ensure that your homepage has a good layout and the colour scheme enhances your branding. Add high-quality images for your products from multiple angles along with true product description for the customer to view and know about your product. Make sure that the ‘About us’ info does justice to your business. Add some video content as a step by step guide for your customers explaining how to shop from you. Add product guides, especially if your store sells technology products. Analyse not only the traffic to your website but also the

  • charles deluvio 4MRqV9gcUHQ unsplash 150x150 - Do Shopify Email Pop-ups Hurt or Help your Conversions?

    What do you usually do when seeing pop-ups? Apart from becoming a little bit annoyed, I bet you look for a button to close it. Are pop-ups really that terrible? Then why do so many e-commerce marketers keep using them on their websites? Well, maybe because they actually work. Some people admit that it may be extremely disturbing to get a page blocked by a pop-up. However, numbers say that pop-ups have around 2% click-through rate which is quite a decent result compared to other kinds of ads. So, people actually read what’s written on pop-ups and even follow the directions. “Of course I want 30% off”. “This ebook looks really helpful. Yes, I want it in my inbox”.  To use or not to use – this is one of the biggest dilemmas of e-commerce marketing, as the question remains open: Do pop-up ads really work? Types of email pop-ups The most common types of email pop-ups are: Lead magnet: This classic type of pop-ups is used to offer a downloadable piece of content like an eBook, guide, checklist, infographic, or even a sample of a product in exchange for a site visitor’s email address.  Email capture form: It is used when you’ve already shown the value to your readers through your blog posts and other pieces of content on your website, and people are ready to hand over their email addresses, as they trust you as an expert.  Exit intent: This form usually pops up when someone is about to leave the website. It gives a visitor one last chance to deliver some value, so they will hand over their email address.  Discount or coupon codes: Through this type of pop-up you can offer a coupon code to visitors in exchange for their email address. This is an effective method to convert people who were thinking about purchasing from you but needed a final push to do it. Pros and cons of email pop-ups A 2016 study found that 50% of participants rate pop-ups as “extremely annoying.” Users noted that pop-ups can be intrusive or spammy, as well as annoying because of interruption to the customer experience. Pop-ups can also slow down the page’s loading time which is another reason for customer’s discontent.  However, despite reports that pop-ups provide poor user experience, they can be incredibly effective when implemented appropriately. There are three main advantages of using these kinds of messages: Pop-ups deliver a message when site visitors are engaged. Well-implemented pop-ups deliver a message exactly when site visitors are most likely to click through.  Pop-ups can’t be ignored. Site visitors can’t help but read your message or value proposition when it pops up on the page they were on. Even if they close it, the message has still been delivered. Pop-ups are a free and working method for marketers to collect emails. One effective pop-up may help you boost the number of subscribers per day significantly. For example, WPBeginner increased its subscribers by nearly 600% with an exit intent pop-up.  Why email marketing is so important for e-commerce websites Email pop-ups allow marketers to get tons of user emails and build email lists. This is a powerful tool to reach out to site visitors directly and convert them from users to customers. Unlike social media profiles, emails are direct and personal, while there are no distractions. Messages, notifications, posts on the wall — all of these make it harder for users to stop and focus on your message.  Email pop-ups come with targeting and segmentation options. It allows e-commerce marketers to use the information about the customers and their preferences to send personalized follow-up cart abandonment emails. Considering the fact that 67.45% of shopping carts remain abandoned, this may be a good idea for a marketing strategy.  When do pop-ups hurt e-commerce websites? The title kind of spoils the plot. Yes, pop-ups not only have benefits but also come with serious pitfalls.  Optimize the loading time Website ranking is extremely important, as it affects traffic. The less traffic you have, the fewer conversions you can count on. There are a number of factors that search engines take into account such as loading time, keywords, content, etc. As we mentioned earlier, pop-ups, especially exit intent, may increase the loading time which negatively affects the website ranking. Optimize your pop-ups for mobile devices A majority of your target audience access your website via their mobile devices. This is why it becomes essential to focus on optimizing your site for mobile conversions. The first thing you need to ensure while implementing pop-ups is to use responsive designs and layouts. Take care of it if you don’t want a popup to look crooked. Alternatively, you could create a mobile version of your desktop pop-up design that is more likely to suit all types of mobile devices.  Do not rush to show pop-ups immediately Some e-commerce websites show you a pop-up as soon as the page is loaded. This is a failing strategy if you want to reduce the bounce rate. An immediate pop-up doesn’t allow site visitors to engage with the content, blocks their screen, and makes it impossible to navigate the website page properly. Do not get on visitors’ nerves Forced pop-ups that can be closed after a few seconds is another marketing failure. The user experience should be a priority. The ultimate goal of e-commerce websites is to have returning customers. Who is going to return to the website that brings an irritating experience?  How should marketers use pop-ups effectively? As you can judge by now, pop-ups can be an effective way to boost your conversion rates. However, it’s important to use them smartly and empathically. Stick to the point The idea behind pop-ups is to capture the user’s attention. So be it desktop or mobile, ensure that your pop-up has a clear message. Remove all the excess information and focus on the value proposition that will nudge him towards interacting with your business. Relevant messaging and an attention-grabbing

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