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10 Future Trends of Ecommerce Customer Experience

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10 Future Trends of Ecommerce Customer Experience

Customer experience is probably one of the most crucial aspects to focus on for ecommerce companies.

According to the PWC customer experience report, 86% of online shoppers are even willing to pay more in return for a superior customer experience.

While it’s true that quality products have a notable impact on the success of your ecommerce company. In fact, quality products were considered “King” once upon a time in the ecommerce industry. But the king has long been dethroned.

Nowadays, online shoppers value customer experience and product quality equally. This simply means that product quality is no longer the only reason why online shoppers buy from particular brands. They now emphasize on the overall online shopping experience.

Put another way, providing a superior customer experience is now your golden ticket to succeed in the fast-moving ecommerce space.

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And in this article, we’ve shared the top 10 future ecommerce experience trends you need to consider adapting in your ecommerce company.

Before we dive in, let’s quickly clear up what ecommerce customer experience actually means.

What is Ecommerce Customer Experience?

Ecommerce customer experience basically refers to how your customers perceive all their interactions with your ecommerce brand. It covers all online experiences starting from the first time a customer hears about your ecommerce company to the post-purchase experience.

Though, there is no one way to create a winning customer experience for your ecommerce company. But one thing that’s clear as crystal is that it must be simple and satisfying for your customers. Otherwise, they’ll immediately get frustrated and begin the hunt for alternative options in the market.

To help you prevent that, we’ve shared 10 customer experience trends to implement in your ecommerce store.

Top 10 Future Ecommerce Customer Experience Trends

COVID-19 pandemic brought plenty of customer experience trends that have ultimately helped ecommerce companies over-achieve their goals.

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But in order to remain competitive, every ecommerce company must also be on the lookout for future ecommerce customer experience trends to adapt.

Here are the top 10 future trends you can consider.

1 – Customer Service

Customer service plays a crucial role in providing a positive customer experience in ecommerce stores.

According to Microsoft Customer Service Report, 72% of online shoppers expect the ecommerce support team to have an idea of who they are, what purchases they’ve made previously, and what kind of help they need.

The same report also revealed that 48% of online shoppers expect a response from the support team within 24 hours, while 18% of them expect a response within the first hour.

Furthermore, 56% of customers stop shopping from an ecommerce brand if the customer service experience is poor.

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The lesson here is, ecommerce companies must keep track of their customers and promptly respond to their queries/complaints with satisfying solutions.

2 – Payment Security

Believe it or not but payment security plays a major role in ecommerce customer experience strategy.

Plus, ecommerce companies also need to be vigilant about accepting payments online. Especially because of the volume of online payment frauds occurring these days.

According to a report, online fraudsters are predicted to siphon off $12 billion per year.

Another report by Finance Online also found that ecommerce companies deal with 206,000 web attacks on average every month.

Looking at these reports, one thing is clear — ensuring a secure payment transaction is a must to earn customers’ trust and develop a strong customer experience in ecommerce.

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3 – Faster Delivery

In the age of instant gratification, customers’ expectations for faster delivery is growing every passing day.

Ever since Amazon pivoted from 2-day shipping to next-day shipping and now same-day delivery, it has forced other ecommerce brands to follow Amazon’s footsteps.

According to a recent survey conducted by PWC, 88% of online shoppers are even willing to pay more for faster delivery options.

Because of this, over 51% of ecommerce brands worldwide have already started offering same-day delivery. And 65% of ecommerce companies plan to offer it in the next two years.

The point is, it is now absolutely critical to start offering faster delivery options to remain competitive in your ecommerce niche.

This is even more crucial if you’re selling products globally but unable to keep up with faster deliveries. In such cases, you should partner with a quick international courier service that guarantees timely delivery of all your international shipments.

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4 – Hyper-Personalized Upselling

When it comes to ecommerce, the potential of upselling cannot be overlooked. And by offering hyper-personalization along with custom-tailored deals, it becomes easier to win customers.

A McKinsey report recently found that ecommerce brands that go the extra mile to serve customers with a hyper-personalized shopping experience grow faster (in terms of revenue) than their competition.

By offering personalized incentives you can also boost upselling in your ecommerce store. You can create various forms of incentives such as point-based rewards, cashback offers, referral bonus programs, and so on.

If you’re planning to implement incentives of any form, make sure to integrate functionality that lets you create custom incentives with ease.

5 – Habit Loops

Humans are creatures of habit. In fact, habits have a massive impact on our everyday lives. That includes how we interact with other human beings, and how we interact with brands.

Therefore, creating habit loops in your ecommerce store can have a huge impact on the overall customer experience. A habit loop is a neurological loop that forms a habit in every one of us. It consists of a cue, routine, and reward.

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Smartphones are a prime example of habit loop formation. A new notification is a cue, checking the notification is routine, and seeing a new message from a friend or loved one is a reward.

To form a habit loop in your ecommerce store, you need to start by creating a hook for your products. Hooks trigger an action that leads to a reward for your potential customers.

While forming habit loops, make sure that they make your potential customers excited about your products and your ecommerce brand so that they continually reach out for more rewards.

6 – Self-Service

Nowadays, customer service channels are getting increasingly overwhelmed and the customers are also well-aware of this fact. This is why customers are now also becoming more resourceful and seek to fix their problems independently.

Ecommerce brands need to respect this and make it easier for customers to find solutions to their problems.

The best way to do this is by investing in a knowledge base and a dedicated FAQ page. Having a knowledge base and FAQ page can help your customers walk through the common problems and discover the best solutions possible.  

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7 – Social Commerce

Social commerce makes it easy for customers to connect with brands and shop for products they desire to purchase on their favorite social media platforms.

The shopping features on Facebook and Instagram allow users to buy products from their favorite brands in just a few clicks.

According to research, almost one in three Facebook users in the US are planning to make purchases through the platform in 2022.

Statista also revealed that social commerce sales are forecasted to triple by the year 2025.

So, if you haven’t already created your product catalog on Facebook, Instagram, and Pinterest, you should do it right away!

8 – AI-Powered Chatbots

AI-powered chatbots are ruling the ecommerce space these days. In fact, ecommerce brands are predicted to spend nearly $7.3 billion on AI by the end of 2022.

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So, if you haven’t invested in an AI-powered chatbot, you absolutely should.

The main reason AI-powered chatbots are on the rise is that online shoppers nowadays hate to wait for getting answers to their questions.

AI-powered chatbots can resolve this issue by answering your prospects’ questions in real-time. And in situations where your AI-powered chatbot cannot answer a customer’s question, it can automatically transfer it to one of your human representatives.

This way, your customer support team can focus only on complex queries, while your AI-powered chatbot handles the rest.

9 – Omnichannel Customer Experience

For many years, trends in the ecommerce space have been pushing towards creating an omnichannel customer experience.

For those who don’t know, omnichannel customer experience is about meeting your customers wherever they hang out the most online and selling your products on those platforms.

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Social commerce, for instance, is a prime example of the omnichannel customer experience.

Another crucial ecommerce channel is mobile commerce.

According to Statista, the total m-commerce sales in the US already surpassed $360 billion in 2021. And the same is forecasted to reach $710 billion by 2025.

Looking at these statistics, it goes without saying that your customers should be able to purchase your products on their smartphones & social media platforms just as easily as they can on your desktop website.

10 – Augmented Reality

When COVID-19 Pandemic restricted people from visiting brick-and-mortar stores to try on apparel items before purchasing, ecommerce brands started integrating Augmented Reality technology in their online stores.

The AR technology enabled customers to try on apparel through either webcam or by uploading their photos and allowed them to experience the product digitally.

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While the pandemic has begun to wane, customers continue to make apparel purchases online. AR has given them the possibility to shop apparels confidently on the internet and that trend is only going to grow in the near future.

Key Takeaway

If you’re an ecommerce brand looking for ways to not only maintain but also grow your market share in 2022 and beyond, you need to double down on improving customer experience in your ecommerce storefront.

Implementing the 10 future trends mentioned in the article will definitely help to elevate your overall ecommerce customer experience and increase your market share in the near future.

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Generative Engine Optimization Framework Introduced in New Research

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Generative Engine Optimization Framework Introduced in New Research

There are several AI chatbot-like features available in the current search engines, including Bing Copilot, Google, Bard, and Gemini. They help to optimize the content visibility in the search results with the help of an AI-powered Search engine known as a Generative engine or AI Search.

A traditional search engine like Bing, Google, or Yahoo ranks and displays information in the SERPs based on the search terms a user inputs. 🔎

The generative engine, on the other hand, generates comprehensive, accurate, and relevant results and information with the help of Generative AI or Large Language Models (LLMs) such as chatGPT, Gemini, and Claude. They understand and integrate information from various sources for the user’s queries.

In this blog, We will discuss the GEO that is introduced in the new research, its framework, and how it can change traditional Search engine optimization (SEO) practices and optimize content for visibility.

The Key Components of the GEO Framework and How They Transform Traditional SEO Practices

GEO is described in the research paper as: “A novel paradigm to aid content creators in improving the visibility of their content in Generative Engine responses through a black-box optimization framework for optimizing and defining visibility metrics. We facilitate systematic evaluation in this new paradigm by introducing GEO-bench, a benchmark of diverse user queries across multiple domains, coupled with sources required to answer these queries.”

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Traditional SEO depends upon the keyword volume, difficulty, and optimization for the specific search terms, which focus less on an interpretation relationship between the concepts of keywords or user queries. SEO practices prioritize text-based source content over other sources of content format where regular updating of fresh content is not a primary focus. Also, metrics like impression and click rates affect ranking system results in traditional methods.

GEO encourages detailed information over just the keyword, addressing the related main queries by creating depth content and potential subtopics with the understanding of concept and relationship, encouraging the other formats, such as visual, audio, and images, not just text-based. Moreover, it emphasizes the latest updated content information with continuous accuracy and relevance to provide the most accurate and up-to-date details.

The Impact of Introducing GEO on Website Ranking and Content Relevancy

A generative engine relies on traditional SEO practices like user intent and algorithms for ranking to a degree, such as keyword stuffing. Although it focuses on keywords, it tries to find connections and meanings beyond the keywords in order to create high-quality content.

GEO doesn’t directly indicate the web visibility or page ranking in the Search Engine Result Page. However, it can optimize the overall website visibility and indirectly drive user traffic to your websites through generated responsive data and information.  

GEO-optimized content provides the AI Search or a Large Language Model (LLM) with reliable and completely detailed information, enabling them to generate the most accurate and relevant information for responses to user questions or inputs.

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These AI-powered engines can deliver a vibrant user experience using optimized content for user engagement and interactive experiences. Furthermore, It also builds trust with a user as it relies on renowned and credible sources, which enhances the effectiveness and reliability of the generated response data and provides synthesizing information.

Comparison with Existing SEO Models: Why GEO Stands Out in Enhancing Search Engine Performance

GEO utilizes auto-generative algorithms for content generation based on predetermined objectives and standards where generated content can cover a broader range of keywords and related topics in various formats like image and visual.

A generative search engine uses modern optimization techniques that involve cognitive SEO, NLP (natural language processing), and structured data markup to maintain and improve content leverage, relevancy, and search engine visibility. In addition, it introduces new methods for determining citations’ importance and website visibility, as well as improving user-centric content by using impression metrics.

Traditional SEO models rely upon and use specific keywords to optimize and rank manually in search results. It uses traditional optimization techniques like link building, meta tags, and URLs.

In traditional search optimization, content creation and optimization can be slow and have low content scalability compared to AI-powered, requiring manual effort for generation and optimization. Constant monitoring and adaptation to platform algorithms are needed to produce the latest and updated information for dynamic user behavior.

Both are equally responsible for improving the brand or website’s online visibility; traditional SEO models require the manual touch for content creation and optimization. GEO tends to use generative responses automatically for content generation as per user queries, making it more effective for user-centric content creation, optimization, and stability in related topics or keywords.

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9 Test research findings to improve the website content in GEO

The researchers from Princeton University, Georgia Tech, Allen Institute for AI, and IIT Delhi tested nine various GEO approaches to improve site content for generative engines. Techniques that have been tried and tested over 10,000 search queries, nine optimization strategies were tested on something that “closely resembles the design of BingChat”:

1714643800 803 Generative Engine Optimization Framework Introduced in New Research

  1. Authoritative: The content was altered to be more compelling while conveying definitive claims.
  2. Keyword Stuffing: More keywords were added to match the query.
  3. Statistics Addition: Instead of a qualitative conversation, quantitative statistics were included.
  4. Sources: Relevant citations have been added. Like quotes statistics
  5. Quotation Addition: Quotations from reliable sources have been included.
  6. Easy-to-understand: Simplified the language.
  7. Fluency Optimisation: Improved fluency.
  8. Unique Words: Used in the text whenever possible.
  9. Technical terms: Technical terms have been incorporated into the content.

The data set for search queries was obtained from Google, Microsoft Bing, and Perplexity. Sources include AI Discover, GPT-4, and others.

So, focus on creating detailed and comprehensive blogs or articles by defining the relation and highlighting the context for deeper meaning. Utilize the various formats for content creation to enrich information and diversify the learning perspective.

Also, update your content with the latest information and trends to maintain regular effectiveness and relevancy in the generative engines.

Conclusion:

In the end, Generative Engine Optimization (GEO) provides a more automated, scalable, and adaptive method of content creation and optimization than traditional Search Engine Optimization (SEO) approaches, which need manual and constant work for the optimization and ranking. Compared to traditional search engines, generative engines give instant and detailed personalized information to users’ queries for improved engagement.

Conventional SEO uses metrics like impression, session duration, and click-through rate (CTR), whereas GEO proposes new metrics to measure the relevance and visibility of citations within generative engine responses, making users eliminate the need to visit individual websites for information as it generates the responses on users queries from the reliable, relevant, and various sources.

AI-powered search optimization is still developing and becoming popular since most users and business owners are using generative AI as their source of information and improved visibility with universally applicable diverse content formats.

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How To Develop a Great Creative Brief and Get On-Target Content

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How To Develop a Great Creative Brief and Get On-Target Content

Every editor knows what it feels like to sit exasperated in front of the computer, screaming internally, “It would have been easier if I’d done it myself.”

If your role involves commissioning and approving content, you know that sinking feeling: Ten seconds into reviewing a piece, it’s obvious the creator hasn’t understood (or never bothered to listen to) a damn thing you told them. As you go deeper, your fingertips switch gears from polite tapping to a digital Riverdance as your annoyance spews onto the keyboard. We’ve all been there. It’s why we drink. Or do yoga. Or practice voodoo.

In truth, even your best writer, designer, or audiovisual content creator can turn in a bad job. Maybe they had an off day. Perhaps they rushed to meet a deadline. Or maybe they just didn’t understand the brief.

The first two excuses go to the content creator’s professionalism. You’re allowed to get grumpy about that. But if your content creator didn’t understand the brief, then you, as the editor, are at least partly to blame. 

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Taking the time to create a thorough but concise brief is the single greatest investment you can make in your work efficiency and sanity. The contrast in emotions when a perfectly constructed piece of content lands in your inbox could not be starker. It’s like the sun has burst through the clouds, someone has released a dozen white doves, and that orchestra that follows you around has started playing the lovely bit from Madame Butterfly — all at once.

Here’s what a good brief does:

  • It clearly and concisely sets out your expectations (so be specific).
  • It focuses the content creator’s mind on the areas of most importance.
  • It encourages the content creator to do a thorough job rather than an “it’ll-do” job.
  • It results in more accurate and more effective content (content that hits the mark).
  • It saves hours of unnecessary labor and stress in the editing process.
  • It can make all the difference between profit and loss.

Arming content creators with a thorough brief gives them the best possible chance of at least creating something fit for purpose — even if it’s not quite how you would have done it. Give them too little information, and there’s almost no hope they’ll deliver what you need.

On the flip side, overloading your content creators with more information than they need can be counterproductive. I know a writer who was given a 65-page sales deck to read as background for a 500-word blog post. Do that, and you risk several things happening:

  • It’s not worth the content creator’s time reading it, so they don’t.
  • Even if they do read it, you risk them missing out on the key points.
  • They’ll charge you a fortune because they’re losing money doing that amount of preparation.
  • They’re never going to work with you again.

There’s a balance to strike.

There’s a balance to be struck.

Knowing how to give useful and concise briefs is something I’ve learned the hard way over 20 years as a journalist and editor. What follows is some of what I’ve found works well. Some of this might read like I’m teaching grandma to suck eggs, but I’m surprised how many of these points often get forgotten.

Who is the client?

Provide your content creator with a half- or one-page summary of the business:

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  • Who it is
  • What it does
  • Whom it services
  • What its story is
  • Details about any relevant products and services

Include the elevator pitch and other key messaging so your content creator understands how the company positions itself and what kind of language to weave into the piece.

Who is the audience?

Include a paragraph or two about the intended audience. If a company has more than one audience (for example, a recruitment company might have job candidates and recruiters), then be specific. Even a sentence will do, but don’t leave your content creator guessing. They need to know who the content is for.

What needs to be known?

This is the bit where you tell your content creator what you want them to create. Be sure to include three things:

  • The purpose of the piece
  • The angle to lead with
  • The message the audience should leave with

I find it helps to provide links to relevant background information if you have it available, particularly if the information inspired or contributed to the content idea, rather than rely on content creators to find their own. It can be frustrating when their research doesn’t match or is inferior to your own.

How does the brand communicate?

Include any information the content creators need to ensure that they’re communicating in an authentic voice of the brand.

  • Tone of voice: The easiest way to provide guidance on tone of voice is to provide one or two examples that demonstrate it well. It’s much easier for your content creators to mimic a specific example they’ve seen, read, or heard than it is to interpret vague terms like “formal,” “casual,” or “informative but friendly.”
  • Style guide: Giving your content creator a style guide can save you a lot of tinkering. This is essential for visuals but also important for written content if you don’t want to spend a lot of time changing “%” to “percent” or uncapitalizing job titles. Summarize the key points or most common errors.
  • Examples: Examples aren’t just good for tone of voice; they’re also handy for layout and design to demonstrate how you expect a piece of content to be submitted. This is especially handy if your template includes social media posts, meta descriptions, and so on.

All the elements in a documented brief

Here are nine basic things every single brief requires:

  • Title: What are we calling this thing? (A working title is fine so that everyone knows how to refer to this project.)
  • Client: Who is it for, and what do they do?
  • Deadline: When is the final content due?
  • The brief itself: What is the angle, the message, and the editorial purpose of the content? Include here who the audience is.
  • Specifications: What is the word count, format, aspect ratio, or run time?
  • Submission: How and where should the content be filed? To whom?
  • Contact information: Who is the commissioning editor, the client (if appropriate), and the talent?
  • Resources: What blogging template, style guide, key messaging, access to image libraries, and other elements are required to create and deliver the content?
  • Fee: What is the agreed price/rate? Not everyone includes this in the brief, but it should be included if appropriate.

Depending on your business or the kind of content involved, you might have other important information to include here, too. Put it all in a template and make it the front page of your brief.

Prepare your briefs early

It’s entirely possible you’re reading this, screaming internally, “By the time I’ve done all that, I could have written the damn thing myself.”

But much of this information doesn’t change. Well in advance, you can document the background about a company, its audience, and how it speaks doesn’t change. You can pull all those resources into a one- or two-page document, add some high-quality previous examples, throw in the templates they’ll need, and bam! You’ve created a short, useful briefing package you can provide to any new content creator whenever it is needed. You can do this well ahead of time.

I expect these tips will save you a lot of internal screaming in the future. Not to mention drink, yoga, and voodoo.

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This is an update of a January 2019 CCO article.

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Cover image by Joseph Kalinowski/Content Marketing Institute

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Quiet Quitting vs. Setting Healthy Boundaries: Where’s The Line?

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Quiet Quitting vs. Setting Healthy Boundaries: Where's The Line?

In the summer of 2022, we first started hearing buzz around a new term: “Quiet quitting“.

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