SX: Rebuys and Referrals
Once a shopper completes a transaction with your store and thereby becomes a customer, he/she does not stop being a shopper. By providing an awesome shopping experience in the first time around (hopefully !) , you have only elevated the performance and expectations bar from the shopper. So, here is a short check-list that could […]
SX: Checkout
How happy are your shoppers with your e-store’s checkout ? A faster and easier checkout process leads to faster conversion and better shopper experience (for rebuy.) Here is a quick checklist for a superior checkout process. Reuse saved addresses and payment options Enable shoppers to modify quantity Display total (all inclusive) price Simple address forms […]
SX: Pre-purchase Assurance
Shoppers always perceive risks in their first transaction with a seller. Higher the value of the transaction, higher the perceived risk. In this context, it is important for sellers to signal risk mitigators to provide pre-purchase assurance to the shopper. Some of those pre-purchase assurance factors which sellers need to highlight are listed below. Brand […]
SX: Menu Design
A shopper’s ability to easily navigate through your website, explore various categories and products in them and find the product of their choice forms the crux of ecommerce shopper experience. In this context, the menu, search, filters on search results are important elements that require thoughtful design for a seamless shopping journey. Menu Design Guidelines […]
SX: Brand and Store Discovery
A shopper’s journey begins from the discovery of your brand and store, often in a crowded, highly competitive environment. Therefore sellers need to ensure a very good first impression with shoppers. Here is a checklist for sellers to help them with that. Messaging in the ad is consistent with the brand story The tone and […]
Shopper Exits : Part 2
In this article, we list the different scenarios for shopper exits and identify how stores could follow through for each of those scenarios. Personalized communication on the follow through could be done via any or a combination of medium such as on-page, email, sms or telephone calls. Wherever possible, track all interactions on such responses. […]
Chat Support for better SX
Make it easy for shoppers to locate chat support. Curate the content and tone of the messages on the chat If using a bot with a limited set of learning and response options, allow shoppers to either seek manual help through the bot in one of the options or leave a message with the promise […]
Enhancing Shopper Xperience with Wishlists
The “wish list” is a very powerful tool for online stores to engage and convert shoppers. Often indicated as a “like / heart” symbol on product images in the catalog, they are also referred to as bookmarks or shortlists in some categories of e-stores. Shoppers love wish lists. Here are the top reasons why ! […]
Shopper Exits : Part 1
Shopper Exits are scenarios where a shopper leaves the online store without buying anything. How could online stores bring them back ? In order to answer this effectively, the following information would prove helpful: Identify which stage of the shopping journey they exited (Analytics) Identify what they were doing prior to exit Identify tech parameters […]
Designing for Uninterrupted Shopping
Uninterrupted shopping makes for a fantastic shopping experience. However, online stores need to engage with shoppers to find out more about their requirements to serve them better and to save the lead information for future contact. Unfortunately, conventional methods of getting this information, such as those listed below, result in interrupting the shopping experience. Home page […]