Current e-commerce experiences fall short of expectations. Even with the massive accomplishments made in the evolution of commerce, consumers are still not impressed. nieuwsbladdeltapost Current e-commerce experiences, return policies and shipping options are falling flat in cultivating satisfied customers.
Consumer journeys are peppered with dead ends. Although consumers no longer view a distinction between online and offline brand channels, brands are not yet structured to support this outlook. This creates a tension between what consumers want and what brands are providing, forcing consumers to jury-rig solutions.
Empower your customer. Inflexible returns policies, in particular, are a major point of friction in both the online and offline retail experiences. A good return policy is an easy way to differentiate your brand from the competition, build loyalty and earn trust.
4. DIGITAL CONDITIONING
Consumers admit to technology dependence. Over three-quarters of consumers in all four of the markets surveyed admitted to often feeling dependent on technology. Many elements are cited for the development of this dependence, including utility, connectivity and the positive emotions they associate with it.
We’ve been exposed to digital classical conditioning. As proven by Pavlov, repeatedly pairing two cues can elicit a classically conditioned response. This is equally true for many consumers who use smartphones-the light or sound emitted from the device triggers a response of immediate attention.
Instant gratification is not always preferred. Remarkably, consumers in all four markets reported more excitement when receiving a purchase in the mail than when buying in the store. This illuminates an interesting aspect of shopping that is specific to e-commerce- the power of pleasurable anticipation and delayed gratification.
Use “surprises and delights” to your advantage. Without turning brand communications into a carnival of push notifications and flashing buttons, you can still create pleasurable moments of anticipation around routine events for a brand. Smart marketers will play around with game mechanics in the shopping and purchasing process, while ensuring it doesn’t get in the way of simplicity and service.
5. EMERGING MARKETS IN THE FAST LANE
Consumers in Brazil and China are tech-hungry early adopters. This data shows that Internet users in these markets rely on technology for every part of their lives and continually look for more ways to integrate it.
Consumers in countries with lower Internet penetration may be the most demanding online. There are unexpectedly high expectations for digital services and websites in countries with lower Internet penetration. In particular, there is a very strong desire in Brazil and China for e-commerce to improve.
Tech savvy spans all generations. While there is an important digital divide between Millennials and Gen Xers in the United States and United Kingdom, these demographic differences aren’t so pronounced in Brazil and China.
Consider Brazil and China as early adopters. Emerging markets like these are exciting places to test new technology. These consumers are not afraid of technology and are actively looking for new ways to use it in their daily lives.