10 common pitfalls to avoid in your e-commerce customer experience strategy

10 common pitfalls to avoid in your e-commerce customer experience strategy

1. 1. 10 common pitfalls to avoid in your e-commerce customer experience strategy
2. 2. 1,400 ONLINE SHOPPERS 0 25 50 75 100 What do online shoppers want? Clear Product Images Product Reviews Product Descriptions Easy Checkout Process 87.6% 78.1% 77.3% 75.6% Source: Marketing Charts: Retail & E-Commerce Data Source: Namogoo
3. 3. Make sure you avoid these fundamental pitfalls regardless of season
4. 4. 1. Your site speed is slow
5. 5. Customers expect sites to load quickly or they'll leave Source: UPS: Pulse of the Online Shopper 64%79% Smartphone users expect pages to load in 4 seconds or lesser. Online shoppers expect web pages to load in two seconds or less.
6. 6. 2. Your product images and descriptions are not clear
7. 7. Be as specific as possible with your product listings of purchase failures are caused by missing or unclear product information 20% Source: CorvisaCloud
8. 8. 3. You have broken links on your eCommerce site
9. 9. "Error 404 pages" affects SEO, bounce rates, and user experience 77% 23% Will attempt to find a missing page Will not try at all Source: BigCommerce That's a lot of missed opportunities!
10. 10. 4. Your checkout process is frustrating
11. 11. A complex checkout process results in higher abandoned cart rates Source: Instagram Have a good reason for data collection Avoid complex forms Don't ask for unnecessary information
12. 12. 5. Your search function is returning irrelevant results or not useful
13. 13. If your search function doesn’t provide your customers with relevant results, customers are likely to leave Source: RichRelevance 8/10 Shoppers used the search function regularly 45% 35% Uses search function often Always use the search function 80% 20%
14. 14. 6. You aren’t clear with your data protection and security policies
15. 15. Consumers are taking action to address data privacy concerns. Source: Deloitte  Deleted/Avoided Certain Apps Adjusted Mobile Privacy Settings Disabled Cookies 64% 47% 28%
16. 16. 7. You aren’t transparent with shipping costs before checkout
17. 17. Hiding your shipping costs right before checkout is one of the top reasons for cart abandonment Source: Parcel Perform Make delivery prices and options visible Be transparent with hidden costs
18. 18. 8. You have limited delivery options
19. 19. Customers have different preferences when it comes to receiving their orders Source: MetaPack State of E- Commerce Delivery 2018 58% chose another online store because they offered more delivery options
20. 20. 9. Your returns policy is unclear
21. 21. Set expectations for what and when  items can be returned Source: Shopify Time taken to process refund Shipping timelines and options Terms and conditions of policy stated clearly
22. 22. 10. You lack empathy in your customer service responses
23. 23. Guidelines for customer service recovery Source: Disney H Hear them out without interrupting E Empathize with how they are feeling A Apologize for the way they feel R Resolve the issue quickly D Diagnosis of why the problem is there
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