Last Updated on: 22nd November 2023, 03:46 pm
The shopping process is a journey. From interest in a product or service to the point of sale, getting to that final moment when the product is bought is a process. As a business owner, you’ll know that giving customers an enjoyable and easy journey on your website is essential if you want that sale.
The shopping process is a journey. From interest in a product or service to the point of sale, getting to that final moment when the product is bought is a process. As a business owner, you’ll know that giving customers an enjoyable and easy journey on your website is essential if you want that sale.
If you’re looking at ways to improve the customer journey, you’ll find some ideas in this guide. Read on to find out how to ensure potential buyers have the best experience when shopping on your site.
Why is the customer journey important?
There are several reasons why considering the customer experience on your website is worthwhile. For the customer, the journey should be seamless. Websites that are clunky, slow to load, and tricky to navigate are unhelpful. Customers are less likely to stick around and keep looking for what they want to buy if they don’t get what they’re looking for.
Customers are less likely to stick around and keep looking for what they want to buy if they don’t get what they’re looking for. For example, if they type ‘brown shoes’ into the search bar and end up with purple sandals, that’s not a good experience.
As well as having an easy website that supplies the customer with what they’re looking for, it’s also important that it’s easy to make an inquiry. By offering helpful content details or a live chat function, you are giving them the opportunity to interact with you. This means that you can show your knowledge of your products and also be seen to prioritise their needs. Plus, it’s a sign that they might want to go ahead and buy.
As well as having an easy website that supplies the customer with what they’re looking for, it’s also important that it’s easy to make an inquiry. By offering helpful content details or a live chat function, you are giving them the opportunity to interact with you. This means that you can show your knowledge of your products and also be seen to prioritise their needs. Plus, it’s a sign that they might want to go ahead and buy.
From your perspective as a business owner, having a website that’s easy to navigate can help you to make money. This then covers business costs, such as stock and employee salaries, and helps the business to grow.
How to make it a good experience
So, how to make the journey as easy as possible?
Keep them happy
Giving people a high-quality online shopping experience is essential. We’ve already covered making it easy for them to contact you. Having an easy-to-follow website and relevant information for them to buy what they want means they are more likely to make a purchase. They might even come back and become a loyal customer.
Maintain a positive attitude
From the tone of voice on your website to how you handle calls from customers, being positive about your products is hugely important. Similarly, ensure staff are fully trained in the products you’re trying to sell.
Protect their data
Data protection has always been important. But since the introduction of the General Data Protection Regulation (GDPR) in 2018, the focus is on protecting information. Websites legally must be more transparent about the data they capture. So, it’s important that you let them know that their data is safe with you.
Even so, they may opt to browse your site securely. This means that you might now be able to capture the information you want to in order to personalise their shopping experience. They might, for instance, use a VPN with a dedicated IP address in order to protect their data. While this might reduce the options you have, it means that by strengthening other aspects of your site, you can still offer a flawless service.
Personalise your service
Every business is different. Make yours individual and stand out with excellent branding and a seamless website.
Are you updating your website right now? How are you improving the customer journey?
