We expect a lot as customers, and maybe even more as online customers. We want free shipping, simple returns, mobile options, automated purchasing, etc. As companies, we need to be aware of these expectations and act on them. Shopping online is so easy and convenient (if you are in the right place), so that is the way that the market is shifting. People want to order things from bed and find them on their doorstep later.
One way to meet the high expectations of online shoppers is to make returns a lot simpler. If you make returning things really difficult, people will learn and take their business elsewhere. You can do this by sending a free return shipping label in every order with decent information about your return policy so that your customer can understand returns and then do so if necessary. If you are a brick and mortar with the option for shopping online, be weary of different policies in store and online. Keeping things consistent keeps them understandable and a lot less confusing.
Making your website user friendly to shopping on a phone has never been more important. People either don’t have the time or don’t want to take it to sit down and order something on a webpage on their computer. By making shopping easy for phone users, you are opening up a world of opportunities. Easy mobile sites mean more money for you and less money for your competitors.
As an online store, you should consider free shipping on certain purchases. I know that I personally get dissuaded from spending 100$ somewhere if they also make me pay 17$ for shipping. By offering free shipping at a specific cart total or just all the time, you make it easy for your customers to understand and manage their shipping expectations.
Your customer service is definitely a very important part of online shopping, too. Your customers didn’t get to interact with you in a store, so they take a little bit more work because they are online. Give your customers the support they need and deserve, and they will return when you can fulfill their needs or wants again. Be their number one choice because you provided them with an extraordinary customer experience!
What needs do you think need to be met during an online shopping experience? Let me know below!