Experience before purchasing -
The first piece of the customer experience—and one of the most important—is the buyer experience. The buyer experience takes place before the customer has made a purchase, and reoccurs anytime they do so again.
It includes things like their exposure to marketing, their experience with sales reps, the ease with which they checked out, and how quickly their products are delivered post-purchase.
It facilitates checkout, provides the next steps, and delivers the product promptly and on time. By acting as a guide on the journey, your marketing and sales materials should always be ready to provide contextual, relevant information that keeps the buyer moving toward a purchase.
A bad buyer experience is clunky. At every step of the buyer experience, your process needs to be capable of meeting buyer needs, or they could churn and the sale will be lost. To form a truly great buying experience every time, try implementing any of these 10 good experience examples from across the web.
Shopify is a company with an extremely user-friendly interface and streamlined checkout process for its buyers. The faster you respond to a lead, the more likely you are to convert them. This not only helps them understand your solution but even adds value by reducing their time spent searching for information.
Letting a buyer try out your product before they commit to purchasing is a fine way to add value and improve the odds of conversion. It displays confidence in your product and good faith for the buyer.
Hushly is an all-in-one AI-powered marketing platform for B2B marketers. What better way to make your customers want to shop with you! What comes next is similarly important if you want to secure future sales and maximise the revenue you gain per customer and we have a few ways for you to do that.
These days, your target markets are overloaded with choices and have access to countless buying options. After your customer has made a purchase, they will be expecting to be kept in the loop. Bear in mind that they have just parted with money and personal information to buy your product.
Enter Klaviyo. Beyond the more practical aspects of the post-purchase customer journey, Klaviyo empowers merchants to go the extra mile. Using well-targeted, well-timed email flows, you can give your target markets an incentive to shop with you again, build up trust and keep your company at the forefront of their mind.
Retaining your customers is likely one of your top goals as an online seller, and keeping them coming back for more is a full-time job. In addition to keeping these transactions hassle-free, the new feature gives store owners the ability to accept online returns in-person.
In-store returns and exchanges for online orders provide an added level of convenience and a great opportunity to connect with your customers. This means you can provide customers with a better return experience than many major national retailers.
It may seem like all loyalty programmes do to achieve this is through rewarding customers, but underneath all that, there is a connection being forged between brand and customer that builds commitment through repeat behaviour.
It also reinforces a strong sense of value on your part, by treating your customers in a way that makes them feel special and important to you. LoyaltyLion is a data-driven loyalty and rewards platform that powers ecommerce growth.
Using this app, your online store can merge with a specialised loyalty program that incorporates real-time insights to help you create memorable experiences for your customers that keep them coming back.
Using this robust platform, you can create a loyalty program that rewards customers by way of tiers. Every time customers reach new levels, they unlock greater rewards.
Proven to increase retention and spending, LoyaltyLion is trusted by thousands of fast-growth ecommerce merchants worldwide. It's essential that a company can prove that its brand is a trusted one, and one way that businesses can achieve this is through the incorporation of reviews, showing other potential customers how happy other buyers have been since purchasing from your store.
io is the perfect choice for displaying reviews on your Shopify store and gaining a nod of approval from site visitors. The app allows customers to leave all sorts of reviews, including video reviews and the ability to review the company as a whole or an individual product. Customers can also review via SMS, which has shown to be a more popular way of giving their two cents as opposed to email thanks to its quick and easy convenience.
Another reason we love REVIEWS. io is its ability to drive sales by helping Shopify merchants to focus on specific demographics. By gaining local reviews, your brand can build a stellar reputation in your area, and surpass your competitors.
If you sell on marketplaces like Amazon, Walmart. com, eBay, and more, there are also custom badges that are often reserved for premium sellers who provide a quality experience for their customers. These badges help to set expectations when making a purchase, and enhance the buyer experience by boosting trust in your product and process.
Many shoppers have questions during the research and purchase process, so make it easy to get in touch. Keep your contact info in prominent areas of your website, such as a contact page, your footer, and even a phone number in your main menu. You can also preemptively answer any questions potential buyers may have across your listings, website, and social platforms.
Add product-specific FAQs to your Instagram reels, write detailed product descriptions, and share user reviews that include how they used your product.
Tip : Research reviews of similar products to see what kind of questions buyers are asking. What complaints do they have that you can address in advance? Use this information to guide your product descriptions and FAQs. Existing customer feedback can be a strong determining factor for potential buyers deciding whether or not to buy your product.
Adding product reviews to your listings provides shoppers with a clear idea of the product before they buy it. Shoppers can use the experience of others to imagine how the product fits into their lives, and whether it will truly be useful or not. The post-purchase stage of the buyer journey is key for leaving a strong last impression aside from the product use itself , and helps with customer retention.
Your post-purchase experience includes everything from order confirmation emails to shipping, packaging, post-purchase support, and returns. Nailing your processes for each of these stages will create a buyer experience that shoppers feel confident recommending to their friends.
Offering fast and reliable shipping enhances the customer experience. In fact, shipping issues were determined to be the most compelling reason why people disengage with top retail brands online.
Upon purchase, keep your customers informed of their package. Work with a quality fulfillment partner to make sure customer orders are packaged to perfection and delivered quickly.
Along with optimizing shipping, you should also prioritize the returns process. While a poor returns process can negatively impact your business, it can also frustrate your customers.
When shopping online, buyers want to be able to return unsuitable items without hassle. Make the returns process easy by having clear returns instructions and including a return slip with customer orders. If possible, offer free returns. This simple change can be the advantage that makes customers choose to shop with you over your competitors.
Nothing is more transparent than companies that are only after the cash, and serve ad after ad to shoppers only to disappear once a buyer has made a purchase and has a question. Invest in a good support team that addresses customer concerns even after purchase.
Answer questions and resolve problems quickly and professionally to reassure your customers their choice to shop with you was a good one.
Word spreads quickly, positive or not. Tip : Want some inspiration? Check out these 20 Awesome subscriptions to brighten your day.
Investing in the buyer experience at every stage of their purchase journey — pre-purchase, making the sale, and post-purchase — will boost customer satisfaction and increase the likelihood of buyers shopping with you again.
Everything you do to improve the buyer experience sets your brand apart and keeps it front and center when customers are ready to shop again. In turn, crafting an unforgettable buyer experience can increase your customer lifetime value LTV and your ROI.
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