In our commitment to supporting our customers in continuing to scale and grow their eCommerce business, we have today embarked on our new series called ‘Mastering eCommerce’ where we focus on advanced strategies and tips to improve your customer experience, generate more ROI, and scale your eCommerce store to new heights.
Throughout the series we have enlisted the support of some experts in their given area. Today, we are pleased to introduce you to Hazel Teng, from Melewi. In their words, Melewi are a ‘Kickass design studio with a global perspective’. They focus on UX design for web and mobile and they have worked with many illustrious brands including Samsung, McDonalds, Citibank and VISA.
Today, Hazel will take you through some of key considerations and strategies to improve the customer experience on your eCommerce store and, ultimately, drive more people through your checkout.
You need to build trust as an eCommerce platform. Trust is the key to persuading customers to not only buy from you but also to develop brand loyalty, especially in a space as saturated and competitive as eCommerce. Trust and customer loyalty can be built in multiple ways, that we will illustrate in a few examples below:
Adding these features to your site will build customer loyalty and trust, as well as improve the overall user experience.
The reality is that cart abandonment on eCommerce platforms are high. A study conducted revealed an average worldwide abandonment rate was as high as 74.3% in 2016. It reported that 27% of respondents abandoned their carts because the checkout process was too long or complicated and an additional 35% abandoned their carts because they were required to create an account in order to checkout. To reduce cart abandonment on your eCommerce site, you can implement the following strategies to improve user experience and simplify the checkout process:
Brands that invest in customizing the user experience are positioning themselves for greater long-term success. Sometimes small tweaks on the cart or product pages and some personalization can really increase conversions, adding to a merchant's bottom line.”
Rhys Furner - Head of Partnerships (APAC) - Shopify
As an eCommerce business, you’ll want to increase the lifetime value of your customers. The best way to do this is by increasing the pleasure and decreasing the pain of the purchase process. Here are 3 great tips:
Ultimately, it’s all about helping users find what they want and need in the quickest and most convenient way.
With these 3 overarching strategies of helping users to trust your business, allowing them to checkout faster, and encouraging them to make repeated purchases, you can create a delightful user experience on your eCommerce store.
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