Today, more people than ever shop online for things they used to buy in stores, especially since the start of the COVID-19 pandemic. Are you prepared to meet the e-commerce demands of your customer today, tomorrow and five years from now?
One tiny hiccup in your order process could cause an abandoned cart and the loss of a customer for good. Because consumer expectations are higher than ever, a seamless online experience across the spectrum of digital touch points is critical.
An innovative consumer experience starts with design and website management plus an aligned IT infrastructure that provides insights and analytics, e-commerce optimization and custom application development capabilities. The integration of back-end technology with customer-centric experiences is what drives sales, lowers costs and helps you win in your market.
Create a frictionless consumer experience to drive brand loyalty
It’s not enough to have a great user experience, website design or marketing automation tools to support your e-commerce business. You also need the order management tools to provide an enticing digital experience in order to keep customers loyal.
Order management includes the entire customer experience and how you treat customers from pre- to post-order. Can your customers find what they need through your search and is there user-generated content like ratings and reviews? Is your marketing effective and are your product descriptions accurate? Is it fast and easy to check out? Are your order management and logistics systems integrated so that you can get purchases to customers as fast as your competitors with easy tracking, delivery notifications and hassle-free returns? These all impact the consumer and, therefore, the consumer experience.
If the COVID-19 pandemic has taught businesses anything, it’s the importance of flexibility. Order management makes this kind of agility possible so that you know your inventory and can offer customers the option of buying online to pick up in store, curbside, through an on-demand delivery service, or some combination of all three.
Globally, 39% of consumers say they will shop more online for things they used to buy in stores. Not only are there more consumers online but those consumers are being conditioned to online experiences with high expectations.
In order to stay competitive and not be just another e-commerce site, it’s critical to focus on the customer experience beyond just your website in order to drive the customer experience post-order.