5 elements of a Great Online Shopping Experience

This blog entry was posted on January 6, 2010.

Your goal is to enrich the shopping experience for your online customers. You want to provide a “Knock your socks off “shopping experience. You want them to not only buy today, but also tomorrow and then go and tell everyone they know about what they experienced.

75% of shoppers who have a great shopping experience will return. This drops to 65% for shoppers who only have a “standard” experience according to the Retail Council.

1. Engagement: Create the ultimate comfortable shopping environment. Personalize the shopping experience by allowing the shopper to choose and configure their shopping environment, how much information is displayed and even how their questions get answered. Save these settings thru cookies or logins.
2. Brand experience: Carefully plan the look and feel of your online store and then stock it with quality products that exceed expectations. Adjust web content and specials based on shopper preferences or their location. The goal is to anticipate and suggest products and information without the shopper having to request it.
3. Executional excellence: Design of the store is intuitive and complete with search functions. Provide research tools so your customer can quickly analyze differences between products. Provide user reviews. The goal here is to assist customers in their decision-making process.
4. Expediting: Be sensitive to your customer’s time. Make every step ultra easy. Provide a fast an easy shopping process. Provide a stream lined and speedy checkout process. Provide multiple shipping methods that include overnight shipping options.
5. Problem recovery: When something goes wrong, make it easy for your customer. Problems need to be quickly resolved, returns and refunds processed. Allow upgrades or changes with a focus on complete customer satisfaction.

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Related posts:

1. Putting the “Wow” into Your Customer’s Experience
2. 7 Ways to stop Shopping Cart Abandonment
3. Usability Means Designing for the User Experience
4. What Makes a Great Business Website?
5. What Makes a Great Website?

Filed under: Internet Marketing

This entry was posted on Wednesday, January 6th, 2010 at 5:24 am and is filed under Internet Marketing. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

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