The Future Online Customer

insights
dan-nelson-EhbuqJYNCRk-unsplash.webp

As a result, retailers and brands need to adapt their strategies to meet the needs of the future online customer. This includes: 

Personalising the shopping experience: Retailers and brands can use data to understand what products consumers are interested in and to recommend products that are likely to be of interest. They can also use data to send personalised marketing messages to consumers. 

Making it easy to shop: Retailers and brands need to make it easy for consumers to find the products they are looking for and to checkout quickly and easily. They can do this by offering a variety of payment options and by making sure their websites are easy to use. 

Providing a secure shopping experience: Retailers and brands need to take steps to protect the privacy and security of consumers' personal information and financial data. This includes using secure payment methods and encrypting customer data. 

  • Being present across multiple channels: Retailers and brands need to be where their customers are. This means having a strong online presence, as well as a presence in-store and on social media. 
  • Creating a seamless shopping experience: Retailers and brands need to make it easy for consumers to move between channels. This means having a consistent brand experience across all channels and making it easy for consumers to share their shopping experiences on social media. 
  • By meeting the needs of the future online customer, retailers and brands can win in the years to come. 

What Consumers Want from Their Digital Shopping Experience 

Consumers want a digital shopping experience that is: 

  • Personalised: Consumers want to be able to shop for products that are relevant to their interests and needs. They also want to be able to easily find products that they have previously purchased. 
  • Convenient: Consumers want to be able to shop quickly and easily. They also want to be able to track their orders and receive them quickly. 
  • Secure: Consumers want to be confident that their personal information and financial data is secure when they shop online. 
  • Seamless: Consumers want to be able to move between channels seamlessly. This means being able to start a purchase on one channel and finish it on another. 
  • Engaging: Consumers want to be entertained and engaged while they shop. This means providing them with interesting content, such as product reviews, videos, and images. 
  • By focusing on providing a personalised, convenient, secure, seamless, and engaging shopping experience, retailers and brands can win in the future of online shopping. 

How Retailers and Brands Can Win Online 

To win online, retailers and brands must deliver on the following: 

  • A great user experience: Consumers expect a seamless and enjoyable shopping experience when they shop online. This includes a user-friendly website or app, fast loading times, and a responsive customer support team. 
  • A wide selection of products: Consumers want to be able to find the products they want and need when they shop online. Retailers and brands should offer a wide selection of products, including both popular and niche items. 
  • Competitive prices: Consumers are price-conscious, so retailers and brands need to offer competitive prices on their products. They can do this by negotiating with suppliers, running promotions, or offering free shipping. 
  • Excellent customer service: Consumers expect excellent customer service when they shop online. This includes being able to contact customer service easily, getting their questions answered quickly, and having their problems resolved promptly. 
  • By delivering on these key areas, retailers and brands can win online and capture a larger share of the growing e-commerce market. 

For our news and views

For our news and views