“Shopkeepers' Country”. This is how Napoleon Bonaparte once determined the England he was going to conquer. Not that he was a big fan of customer experience there, but the British must have had a knack for business, since even a boisterous Frenchman paid attention to it.
Each of us is a bit of a Napoleon who enters the store with the clear goal of getting something worthwhile at the least cost. However, let's take the military bikorn off our heads - too warm for it - and in a holiday mood, but with imperial strings, let's go on a journey to the perfect place where everything is just waiting for us.
For some, it is a sandy beach, where the warm sea licks their feet, and a drink with a small palm tree tastes best under a large palm tree. For others, they are pointed mountains where you can sit with your head in the clouds stuffed to the peaks. So let's embark on a peaceful “conquest” of the online store by looking at ten places where it will gladly give us a “win”.
Social Media Marketing
Apparently, there is a beautiful shopping land somewhere, flowing with “omnichannel” and “CX” - a certain online store. Not only is it getting louder and louder about him among our friends on social media. He himself sends us information about himself, shining on our board among a thousand gray posts, like a golden tooth in a sincere person. It turns out that the store has such good contact with its customers that we ourselves would like to talk to him, so we began to regularly read his tweets and see the latest photos on Instagram. Why? Because conversations with him are just interesting - and this is the best start to the journey. We arrive at the place. The first thing that catches our eye is...
Excellent view
Appearance matters. And already. Aromatic pizza is first eaten with our eyes. In the same way that we evaluate products already at a “first glance”. Suppose we visit a place where we have never been - and there gray, rainy, ugliness runs down the streets. Then it seems as if it always looked like that. But it so happens that the “weather” in the online store is easy to match - by the quality and mood of the photos. The more different shots and details the better — after all, we must not only see, but also feel that this thing is really worth our money. If we see a product every time without context, it is as if we have reached our “shopping land”, and there is a forest where only one tree grows... And staying at the wood reminds us of the hackneyed slogan that we do not need a hammer at all - we just want to hammer in a nail. That's the context. Meanwhile, we have caught our eye and are beginning to wait for something more, something that will excite our...
Commitment
On vacation, it can not be boring. It must be positively surprising - otherwise we will go to some other areas. But there are places that we are happy to return to — because there is something special about them, something that goes straight into our hearts. Great landscapes, comfortable stay, polite natives, attractive bonuses -as if everything was prepared especially for us, that is...
Customization
We are all “tourists”, but not all of us wait for the tour operator to show us something amazing — some prefer to look for it on their own. There is no path? It'll kick her out. For them, individualism is important, which can also be expressed in the product — creating their own shoes with Loft37, whole clothes from Bluebirds, or a bike with the German My Own Bike. And since we get on this bike, we can get to one place by different roads, that is, according to the principle...
Omnichannel
If we go on vacation on our own, we can reach the place by any means of transport possible - by plane, own car, hitchhiking, on legs like Forest Gump. It is the same with our “shopping land” - there is no one main road and one front door, because on the spot we should receive exactly the same. After all, each of the points - whether offline or online - is a meeting place for the store and the customer, and why for whom a place of travel, which is pleasantly presented only in the online catalog of excursions. Especially since a good omnichannel increases customer satisfaction to an average of 89%.
A simple way to the basket
The store is not the Amazon Forest, to wade through the clutches of poorly designed product catalogs and get knee-deep in the mud of the shopping process. We don't want to take a map, compass and survival kit with us. We find the product, put it in our shopping cart with one click and just keep looking around. Just like Amazon does. Anyway, the American giant is also a champion when it comes to...
Upselling
We are slowly approaching the end of the journey, but that does not mean that we have not visited a place yet or bought some souvenirs. If at that moment such attractions appear in our sight, the hand — shot with positive experiences — will almost automatically reach for them. Even more so if all these things were suggested to us on the basis of those that we liked.
Prompt delivery
Some holiday postcards reach the addressee later than the sender. When buying online we are used to the fact that everything happens quickly, so when leaving the network to reality we are not going to slow down - every shopping point must work on a tip-top. Well, as it is - it seems like the last simple, the order has already been paid, we are almost greeted with our shipment... but before that the courier does not arrive on time, complains about the location, laments about the hot weather. And the courier — although from an external company, it is in the end the only person we will see live shopping online.So a bit of a representative. Would you then willingly...
Shall we come back here again?
If most previous experiences were worth living, why not? We will also recommend this place to friends or we will return to it again. Especially, if for the next such trip we receive an attractive discount or a customer card, which we will start collecting points, converting them into bonuses of our choice. Then we will wait for it to appear in our mail...
Personalised mail
We do not like ads, spam, emails that are not to us. But if such an email gives us access to temporary exclusive promotions and is addressed personally to us as if the sender knows exactly what we need? He wants to participate in what he hears on a regular basis, because he may hear something good for us.
Just as every driver is a pedestrian, so every salesperson is also a customer. If we are already organizing a holiday trip, then let's make it so that we ourselves willingly participate in it and go on it again.
