Small businesses that aren't making enough sales should focus on their online presence, because that's where their buyers are waiting. A Capterra survey of 5,585 online shoppers worldwide* found that more than half of them (63%) say they shop online at least once a week on average.
If you're competing with more established brands for those sales, there's something that could give you an edge: customer experience (CX).
the best marketing money can’t buy,” says CX futurist and bestselling author Blake Morgan. [1] “This marketing is earned by creating an outstanding customer experience.”
We interviewed Morgan and asked her to share what retailers should netherlands telegram data and shouldn't do when applying CX strategies and technologies to increase online sales. Here are her three online store tips to improve the customer experience.
1.Invest in technology that solves problems and doesn’t just look cool (and complicate CX)
"Many companies suffer from the 'shiny object syndrome': They want a new software just because everyone is talking about it," says Morgan. "Instead, think carefully about what problem in the buyer journey you actually want to solve and whether a particular tool really offers added value for that."
Some of these tools may not provide any value at all , considering that 42% of online shoppers surveyed by Capterra said they are not interested in using many types of new technologies, such as chatbots or AI-powered chatbots.
Online Shop Tip Number 1: Invest in the right technology
So what kind of CX software should companies invest in instead? Morgan's online store Tipop is investing in systems that help you collect customer data to understand which channels customers come to you through (e.g. search engines, email marketing or social media), which products they are most interested in and how they want to receive solutions to problems.