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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.

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.

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.

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.

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.

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.

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.  

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.

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.

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.

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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MARKETING

How to Create Evergreen Content That Generates Traffic to Your Site

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How to Create Evergreen Content That Generates Traffic to Your Site

Every digital marketer understands that publishing articles or blog posts on your website is an excellent way to create content for your SEO strategy and build awareness. On top of that, you also get to connect to your audience on a deeper level.

However, many marketers focus on publishing seasonal content or articles on trending topics, which can drive traffic, but only for a limited time.

According to HubSpot’s State of Marketing Trends Report (2022), 83% of marketers say it’s better to focus on quality rather than quantity of content, even if it means publishing fewer blog posts.

But if your content depends on trending topics, how can you create quality content that lasts? Enter evergreen content.

First, let’s be honest; creating evergreen content isn’t a walk in the park. Many marketers have tried creating this type of content on their websites but can’t seem to get the results they need.

So how do you create something that doesn’t age?

In this article, I’ll discuss what evergreen content is, why it is important to have one, and how you can create one that will give you lasting results.

Let’s get started.

Evergreen Content Explained

I’m pretty sure many of you have heard this term many times already, and some of you might have an idea of what it is.

But for those still unfamiliar with it, evergreen content is search engine-optimized content that is relevant all year round and can stay fresh over an even longer period. Some may argue that any content is sustainable, given that it remains published once you upload it to your site.

But evergreen content isn’t just any other content. It continues to be of interest to your target audience even after its publication date, attracting more visitors over time.

The topics used in evergreen content are those that many users will search for at any time of the year, making it an excellent strategy for SEO and content marketing.

This type of content comes in many shapes and sizes. Depending on your products or services, evergreen formats can range from listicles, how-to guides, tips, reviews, and videos. Something to note is that producing these formats doesn’t automatically make your content evergreen.

The main ingredient to making evergreen content is the topic, which should stand the test of time.

To understand this better, let’s look at seasonal content. This type of content contains topics tied to a specific time of the year, a trending item, or even in the news or social media. The hype on these topics usually dies down once enough time is passed.

For instance, marketers often produce content for various holidays like Thanksgiving or Christmas.

Content around these times can often generate traffic, but once the holiday is over, it’s unlikely that level of traffic will continue.

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Why Is It Important to Have Them on Your Website?

It’s no secret that seasonal content can quickly generate a lot of traffic to your site, but it can become irrelevant even quicker as new trends emerge.

Evergreen content can give you lasting results and so much more. Here are some reasons why you should start creating one:

  • Great for SEO. Evergreen topics are usually searched, which means your content will likely rank on search engines. On top of that, it will always drive traffic to your site and keep on doing so, especially if it’s high quality.
  • Lead magnet. Since you’re showing your expertise through evergreen content, it can encourage visitors to check your product or services. And because it’s relevant all year round, you can use it to attract new leads every time.
  • Excellent marketing material. This is one of my favorite benefits of evergreen content. You can promote it repeatedly, making it a versatile marketing tool.
  • Add value to you and your customers. Since it answers a common problem that your target audience has, you can help them address their issue. At the same time, the steady traffic it provides can help your website grow.
  • Impactful investment. Creating evergreen content takes time. This ensures that you provide high-quality content that will always be interesting to your audience. That’s why it’s an excellent investment by providing significant returns in the future.
  • Lasts for years. The idea that evergreen content can last for years ultimately means less work for you. A single high-quality post can give you a real bang for your buck, compared to seasonal ones that only last for a week or, if you’re lucky, a couple of months.

Step-by-Step Guide: Creating Evergreen Content

Now that we’ve established how critical evergreen content is for your digital marketing strategy, it’s time to learn the ropes of creating one that can be impactful for years. Follow these steps to begin:

1. Find a Problem to Solve

For evergreen content to succeed, it should solve a problem your customers face. It doesn’t have to be a major problem, but it’s something that many people may encounter in their lives.

For example, if you sell car parts like tires, one problem many car owners can encounter is changing their tires. You can create an article or a video showing your customers how they can change their tires and how often to rotate them to avoid wear and tear.

Now you’re not only solving their problem but providing extra value!

But I get it that you just don’t magically stumble upon a problem, and you need to put in some work to find the right fit for your website. So here are some steps you can take to find out the best problem you can address in your evergreen content:

  • Ask yourself. You know your business well, and you can use this first-hand knowledge to look for pain points your customers are facing.
  • Ask your customers. Don’t be afraid to send surveys to your customers. The worst thing that could happen is that they won’t answer it. But the benefits? Learning about their problems and what they expect from your business.
  • Check your competition. While some may tell you to copy what your competitors are doing, I think many other opportunities are available to avoid doing this. Instead, check to see what they’re doing so you can understand what works and what doesn’t. From there, it’ll be easier to come up with an idea of what problem you want to solve for your customers.
  • Check the internet. The internet is an excellent tool, especially if you know how to take advantage of it. One way is to check frequently asked questions about a particular industry through platforms like Quora and Reddit. You’ll be surprised by what information is waiting for you.

2. Conduct Keyword Research

Since evergreen content is a search-engine-optimized piece, it requires some keyword research to make it as effective as possible. This will also allow you to determine whether the problem you want to solve has merit, and people are actually searching the internet for answers to it.

So how do you go about this?

First, you need to invest in the right tools. While there are numerous tools, like Google Trends and Keyword Surfer, that can provide you with basic keyword research features for free. You might miss out on opportunities that only paid tools can provide. But if you’re not ready to shed some cash, the free versions can also give you valuable insights.

Next, you need to understand what to look for. The monthly search volume is the most important metric you have to check when conducting keyword research. This can tell the potential amount of viewers you can reach with a particular keyword or phrase.

However, note that there is yet to be an actual benchmark on what a healthy monthly search volume is, especially since niches and industries vary in size.

For instance, if you are working on a popular niche like fashion or beauty, you can see that the search volume is high. But a very specific niche, like bass fishing, may have a lower volume. Be sure to only compare different keywords in your niche.

Lastly, use long-tail keyword phrases instead of just keywords. Almost everyone we know uses the internet for answers to just about anything. So, when you optimize your content for longer keyword phrases, you can get their attention easier since it usually focuses on a more specific topic.

Going back to our example on the car parts business, your keyword phrases for tire changing content can include “how long does it take to change tires” or “how often should you change tires.” They also have high search volumes, meaning many people are interested to know the answers to those questions.

3. Create a Topic Using Your Chosen Keywords

Now, let’s go to the fun part. Once you have all the details you need and have collected all the keywords you want to use, it’s time to think of a topic for your evergreen content. To help you out, here are some questions you can ask yourself when coming up with a topic:

  • Will it be relevant to your customers after a year?
  • Will your customer and potential customers always search for this topic?
  • Will it be easy to reshare this topic on various platforms over and over without seeming outdated?

If your answer is all yes, then you found your golden ticket. You can frame this as your working title to see how to structure and position the content and think of any other related topics you might want to touch on along the way.

Important Things to Remember

Creating evergreen content may sound easy, but there are other things you need to consider to make it successful. You already have a topic in mind, and that’s a good start. However, there are other things that you need to remember when you’re putting it all together.

1. Make It Informative

Always remember quality over quantity. While longer blog posts can rank higher in search engines, it’s better to provide value to your audience than the search algorithm. As an example, if you were writing about the benefits of Google My Business software or social media marketing trends, your articles should still give some value to the readers. With this in mind, ensure your evergreen content is as long as it’s supposed to be—no fluff to achieve a particular word count. Your content should be made for humans, not robots.

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2. Don’t Forget the Layout

Even if you have the best evergreen content piece in the world, if it doesn’t have good design and proper formatting, your efforts are put to waste. So, apart from ensuring your content can rank, you must deliver a memorable reading experience.

This will not only build customer trust but can potentially convert visitors to customers.

When it comes to optimizing the layout and design of your evergreen content, make sure that there is enough white space between the paragraphs. This makes it easy for your visitors to consume the content.

Next, don’t put a lot of distractions. If you do, they won’t be able to finish the content and will jump to another page. Lastly, make it visually appealing. You can add relevant images or videos to break walls of text. Just make sure you can get your readers at the end.

Remember, the longer readers stay and read your content, the higher your chances of turning them into qualified leads.

3. Regularly Update Your Content

Just because evergreen content can last for years doesn’t necessarily mean you can just upload it and never touch it again. Since your main goal is to provide information to your customers, you must ensure that those details are updated every time. It doesn’t have to be every week; you just need to ensure that the information is not outdated so you won’t mislead your readers.

You can also use this opportunity to link other website pages from your content. This can help with your overall SEO strategy, especially if the piece generates a lot of traffic. If you have already created evergreen content, here are some things you need to update:

  • Data and Statistics
  • Quotes
  • Screenshots and images
  • Titles
  • Examples

I don’t recommend adding dates to your evergreen content URL if you can help it(e.g., Best-Apps-for-Video-Editing-2022), as it will quickly become outdated, and your SEO efforts are going to waste every time you change the link.

But if you’re using one in your title, make sure you update that too. You can also use the help of AI writing software to add extra paragraphs and beef up your post a little.

4. Write for Beginners

This may sound counterintuitive, especially if you want to assert your expertise in the field. But people who search for broad topics are usually not experts, so ensure your content can cater to a large audience.

That’s why it’s best to avoid technical jargon. It’s okay to mention it when necessary. Just ensure that you give a brief explanation about it. At the same time, keep your tone conversational. Read your sentences and paragraphs to check if they sound natural.

5. Promote Your Content

Now that you’ve put together your winning content piece, it’s time to put it to work to reach your audience—it just doesn’t automatically give results after you publish it. This is where content promotion comes in.

There are various ways you can promote your content. This can be through social media sites like Facebook or Instagram. You can also promote it via email, especially if you have an extensive mailing list. Or even via guest blogging.

Since this can stand the test of time, you can promote it repeatedly, which is perfect for times when you just don’t know what to post.

Conclusion

Before evergreen content can give you the desired results, you must ensure that Google knows your site exists. If not, then you should index your site first and then work from there.

Creating evergreen content that lasts requires a lot of work, and you should be willing to do it. By following these practices I’ve shared, you can make an effective piece to drive ongoing growth to your site.

The results may not be quick, but if you do things right, you’ll reap the benefits far longer than you think.


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