Customer Service

5 impactful customer experiences for retailers in the digital era

Today’s purchasers are not lacking options for selecting and buying the products they desire. From local brick-and-mortar shops to a vast array of online options, it is certainly a buyer’s market.

It can be extremely difficult to compete in this saturated market, and the situation is exacerbated by unparalleled upheaval across the retail industry. According to McKinsey & Company, “the retail sector has experienced as much disruption in the past five years as it has in the previous 25.”

In terms of customer experience, individuals are receptive to change. According to PwC’s Global Consumer Insights Pulse Survey from June 2023, “consumers are rethinking how and when they engage with brands,” with 51% of respondents seeking more convenient experiences and 41% expressing interest in trying new products.

To put it simply, retailers are confronted with both an opportunity and a challenge. On one hand, it has become more challenging than ever to outstrip the competition due to a saturated ecosystem that complicates differentiation. Conversely, consumers are prepared for you to leave a mark, qualifying them for conversion into loyal customers.

The forthcoming steps for retailers are crucial.

Below are five buyer-oriented features that can enhance customer experiences, foster customer loyalty, and develop enduring brands in the digital retail era.

#1 Order Tracking Live

Whether it’s about completing an online order or transporting goods to a shop, individuals seek to track the location of their products.

A survey of customer delivery tracking habits revealed that 96% of consumers monitor deliveries, with 43% of buyers admitting to daily tracking until their package arrives.

Real-time shipment tracking alleviates customer worries and fosters trust in the delivery process, a key component of overall customer satisfaction.

On the other hand, retailers that are unable or unwilling to offer this feature will find it difficult to compete, particularly during peak purchasing times such as the holiday shopping season, when consumer anxiety is at its height.

#2 Easy and Cost-Effective Returns

Rival brands should create return policies that are transparent, straightforward, and equitable, giving customers the assurance they need to buy.

Salesforce highlights that if free returns are not offered at checkout, 78% of customers will leave their shopping cart behind. Likewise, for customers who look forward to an engaging omnichannel shopping experience, Buy Online Pickup In-Store is becoming progressively essential.

While some brands are reducing their generous return policies—such as allowing returns for the lifetime of the garment—others are implementing charges for returns, shortening return windows, and reconsidering their procedures.

While most customers don’t expect to be able to return items indefinitely, a fair and easily comprehensible policy fosters confidence and builds loyalty.

#3 Tailored Communication

By automating communications after a purchase, businesses can proactively keep customers informed. This includes confirming orders, providing tracking information, offering promotions, and suggesting relevant product combinations.

At this point, brands can make their communications more personalized and effective than ever thanks to innovative generative AI solutions.

Given that 76% of customers indicated that personalized communications were a major factor in their brand consideration and that 78% reported an increased likelihood of returning to make additional purchases as a result, it is evident that the integration of automation and personalization presents retailers with a remarkable opportunity to gain attention and market share.

#4 Customer Loyalty Programs

Loyalty programs are beloved by people.

They enjoy the sensation of belonging to an “in” group that receives special rewards and discounts, exclusive access, and enhanced service.

For this reason, revenue from customers who take part in loyalty programs can rise by as much as 25% each year. These customers are more faithful than other purchasers, as the name implies, which makes them more inclined to buy again, champion the brand, and avoid competitors.

#5: Reclaiming Abandoned Carts

Cart abandonment is widespread, particularly in online shopping contexts where customers can effortlessly click away and abandon their purchases.

According to one analysis, current rates of cart abandonment are nearing 80%, highlighting a clear chance for retailers to increase their revenue and enhance engagement with potential customers.

Fortunately, not every departing customer is a loss.

Cart abandonment usually indicates a small issue that can be resolved with an appropriate and timely solution. This could encompass:

A purchasing procedure that is excessively complicated.
Unforeseen extra taxes or increased expenses.
Delivery takes a long time.
Payment gateways that are not supported.
Items not available.
Variations missing.
These represent obstacles, but not deal breakers.

By means of personalized follow-up via email or text, it is possible to recover a purchase and turn missed chances into significant brand connections.

The Customer Is Always Right The customer is always right, as they have the final say on where to spend their money.

The evolving preferences of customers, which prioritize convenience and tailored interactions, offer retailers guidance on how to vie for competition in a saturated environment.

Retailers can greatly improve customer satisfaction and promote loyalty by adopting real-time order tracking, easy returns, personalized communication, loyalty initiatives, and proactive measures against cart abandonment.

As their choices mold the retail landscape, it becomes crucial for retailers to correspond with their developing needs and wants.