The past eighteen months have wrought changes to the consumer landscape that would have been unimaginable even a short decade ago. Whether it’s at the outset via the online search, or how, when and where we buy things, the world of commerce has been permanently altered. And the companies that consistently post a leading position are those that have figured out how to stay abreast of the technology and the trends that power e-commerce. Let’s take a look at some of the determining factors involved in not simply keeping up, but being a fierce competitor in the consumer-driven digital marketplace.
- Brands must be aware that personalization is a requirement on the customer journey and make every interaction count. Today’s consumer expects nothing less.
- It should go without saying, but service has never meant as much as it does today. Customers want to be taken care of (served), every step of the way.
- Never forget that the search is the beginning of your customer’s journey, and it needs to be intuitive and user-friendly.
- Today’s consumers take it for granted that an omnichannel process will be available to them, allowing them to seamlessly continue their journey across devices and channels. Your strategy needs to be “always-on”.
- Give some thought to your company’s purpose – what do you endorse in terms of sustainability, equality, environmental, societal, and political stances. More than ever, you need to stand for something.
- A lot continues to be said about CX, but at the end of the day, nothing matters more. It includes every single interaction that customers have, and it must be intuitive, personal and satisfying.
- The pandemic created a consumer audience that expects a range of payment and delivery options – click and collect, curbside pickup, BOPUS (buy online, pick up in-store) and simple payment options have become the norm, and if you practice e-commerce, these need to be part of your strategy.
- Get creative: to capture attention and build loyalty, your marketing and messaging must be compelling, fresh and on point.
- At the end of the day, your business needs to be part of the social commerce landscape to remain relevant. Predictions are that social commerce will drive $604 billion in sales by 2027. That’s a very big number, but let’s face it – it’s not that far down the road. Are you ready?
Moving forward, how will you define and refine your business strategies to capture your share of the e-commerce market? Integrating the services of BPO outsourcing companies can be a perfect starting point when looking to boost your e-commerce position. With a successful track record spanning twenty years, Anexa has emerged as the preferred customer service outsourcing company for American firms – particularly in the exploding e-commerce arena. Specializing in bilingual services (English and Spanish), our skilled teams of agents take CX to the next level with a commitment to support your business processes as we would our own. Anexa can provide your company with the opportunity to create and sustain meaningful customer relationships that drive your brand, while allowing you to focus on the core activities that strengthen your operations.
Have questions? Reach out today for information on how Anexa can support your journey to the future of e-commerce.