Ecommerce consumer shopping habits have changed drastically, especially during the global pandemic. Modern consumers are becoming smarter and more informed—they expect faster delivery without compromising the quality of their experience. The good news is you can use these changes to your advantage.
As a Digital Marketing expert specialising in eCommerce, I’m no stranger when it comes to these changes and so today, I’ll be sharing with you the top changes in online consumer behaviours and how you can manage and use them to your advantage.
Ready? Let’s dive in.
Continuing Rise of Mobile Ecommerce
Mobile shopping was already growing before the pandemic, but it has significantly increased since then. It makes it easier for consumers to shop without the hassle of waiting in line because they can shop from anywhere, anytime and have their orders delivered the same or the next day.
To keep up with this change:
- Make sure your website is optimised for mobile. If your business is physical, this is not necessarily bad for you because you can make your products available for shopping online.
- If you haven’t already, start selling products through your social media channels.
- Create mobile apps that make it easy for consumers to shop whether online or offline.
- Give your customers an omni-channel shopping experience so they have options for both online and physical shopping whether through your ecommerce website, in a brick-and-mortar store, through a mobile app or through marketplaces. Additionally, being present in different channels make it easier for consumers to discover your products.
- If possible, open physical store locations. This makes it easier for customers to have options to shop online or offline and return products easily.
Consumers no longer rely on brands and retailers for information and the latest trends.
Consumers are more informed than ever, and they don’t necessarily rely on brands or companies for information. They are likely to trust honest reviews of fellow consumers more than retailers. Easy access to information online makes it possible for them to do their research, check other reviews and compare your products with other companies.
Your goal is to help customers feel confident about their choice by providing easy and simple ways to help them weigh their options.
- Provide the necessary information in your product descriptions and add images or a blog or case studies to back up your claims.
- Include honest unfiltered user reviews. These will help your consumers know which products are most relevant to them and they will likely trust your brand because of your transparency.
- Provide tools that can help them to identify and weigh the features that are most relevant to them but make sure it is simple to use and easy to navigate.
~Business Game Changer Special Promotion~
More Consumers are Choosing Environmental Sustainability & Social Responsibility
Consumers and businesses are becoming more conscious of the environment. Because of this, more consumers are now considering how their shopping impacts the environment and tend to choose brands that care about the environment, and the planet and ones that promote sustainable shopping.
Consider the following in your business:
- Using biodegradable packaging and appropriate packaging size.
- Going paperless when possible.
- Reducing or stopping non-biodegradable materials like plastic and foam.
- Use recyclable materials.
- Lastly, market your eco-friendly packaging so your consumers know that you care for the environment!
Customers expect a seamless and personalised shopping experience.
Customers have higher expectations and when it comes to their shopping experience—they expect a more convenient, easier and consistent experience that is personalised to them. Consumers also tend to spend more and convert into paying customers when the shopping experience is personalised to them.
Give your customers a consistent and personalised brand experience by
- Giving an omnichannel experience and personalised product recommendations. For example, you can create wish lists for your customers. When your products go on sale, or the price drops, the app sends them a push notification. This is a proven and effective strategy that successful retailers do.
- Provide detailed and excellent customer service. Keep your customers well informed about their packages like when (date and time), delivery timeframe, current location, etc.
- Give them different options for payment and a seamless checkout experience. Customers prefer different ways to pay, and if you don’t have the kind of payment they need, they might cancel and you can lose a potential client.
- Use Social and Mobile Technologies like AI, AR, and chatbots to create personalised and individualised experiences because they help you learn about your shopper’s preferences, etc.
Customers share their shopping experience online/on social media.
Shopping has now become a social activity and this could go positively or negatively depending on their experience with your company. You will lose them if you’re unable to meet these expectations at every step of the consumer journey. Make sure to have a well-defined process for your customer’s journey and a plan on how to counteract possible problems which may arise at every stage. Be open to feedback and use it to improve your customer experience.
Many companies focus on acquiring a customer but retaining them is just as important. Make sure to create a great after-sale experience. Your goal should be to make them your advocates— and that is only possible if they have an amazing experience with your brand.
Modern customer shopping habits will continue to change over time and with technology and as an entrepreneur, you have to continue understanding your consumers, keeping up to date with changes and adapting to them.
It may seem daunting but with the right strategy, you can use these changes to scale your business. I’ve seen these with many of my clients and it’s possible for you too. And if you ever get stuck and need help from an expert, I’m here to help. You can learn more about my services here.
In the meantime, which of these changes are you currently struggling with? Are you managing these changes for your business? If you have more questions, feel free to leave them in the comments, I’d love to know and answer them for you!
By Olivia Jenkins
Known as the CEO’s Wing Woman, Olivia Jenkins is a 14x award-winning authority in e-Commerce. Within three short years of running her business, Olivia has helped 100+ clients generate over $44 million in revenue and has worked with some global brands in the health & beauty space.
Website: https://www.oliviajenkins.co/
