Here’s what that can look like for your customers: 1) Recreating the Joys of In-Store ShoppingĮCommerce has gone through rapid and accelerated growth since last year, bringing with it a new era of improved online customer experience and consumers who demand nothing less.īy focusing on improving online product discovery, retailers can leverage eCommerce capabilities that align with modern customer expectations. Getting online product discovery right enables you to deliver value at every customer touchpoint. Add this to shopping habits, which vary from person to person, and suddenly the idea of limiting product discovery to the early stages of the journey feels like a major missed opportunity to introduce your customers to more items they’ll love. Not only that, but each time a shopper interacts with your website, social presence, app, and brick-and-mortar stores, they are likely to have different contexts and motivations. According to data from Google, 98% of consumers switch devices within a day and they use up to four touchpoints when shopping. In reality, successful product discovery is the groundwork of online customer experience, and contrary to popular belief, it happens and should happen throughout the buyer journey.ĭigital buying journeys are complex. Many brands and retailers make the assumption that it’s limited to the early phases of the buyer journey when shoppers initially search for products - that once they start to browse through the results, the job is done, and online product discovery no longer influences the rest of the shopping experience. Product discovery is one of the least understood processes in eCommerce.
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