The eCommerce industry is always changing, evolving and pushing business owners to try new things in order to avoid business failure. Technology, holidays, seasons, data, events – they are all impacting eCommerce businesses in one way or another. In this ever-changing medium, the only thing that helps you stay successful is keeping up with trends and industry’s best practices at the same time.
So we’ve gathered 25 great quotes from eCommerce experts that will help you stay above industry average and keep your customers happy.
For eCommerce, conversion rate is definitely not a final godly metric to worship because when you slash your prices in half, your conversion rates will go up but you’ll make less money. So, conversion rate is just an indicator. Revenue per visitor is already a better indicator because then you can optimize for a higher cart value or stuff like that or they’ll buy more expensive products and you’ll make more money.
“If you use responsive design, it’s important to test the way content reflows to mobile in portrait mode, and the order that content is stacked in your layout. And if you’re like most eCommerce sites today, more than half your traffic is through mobile devices, but mobile conversion still lags desktop. Optimizing the mobile cart and checkout experience is more important than tweaking your desktop design.”
“If you’ve made sure your product is super-valuable to the customer, when customers get the message from you that their card is going to expire, has expired, or their payment otherwise failed to go through, they’ll drop everything and update their card so they don’t miss a beat with your product.”
“For eCommerce businesses especially, having a thoroughly fleshed out buyer persona is vitally important, because it’s not enough to only understand what your customer needs and wants on the surface, you need to understand their entire psychology to create and sell your products effectively.”
“Over-developed websites are slow to load. This directly impacts conversion rates. No matter how cute the treatment, if your home page requires a “Loading” message, you’re probably in trouble.”
“Selling to just one geographic region can impact you in many ways. Seasonality, the volatile exchange rate, economy, new regulatory restrictions, etc. of a country can also have an impact of your business if you only sell to one country. Catering to multiple countries can help you even out cash flow year round and make your business more resilient to economic, political, and seasonal bumps.”
“eCommerce businesses can improve their conversion rate by looking at SaaS companies. SaaS companies focus on consumer education which is where they give customers the information they need at the time they need it. If eCommerce businesses incorporate it, it can improve customer experience which will have positive results on the company. They can do it through having a page dedicated to FAQs and buyers’ guides that are useful if a business deals with multiple products.”
“Start formulating a list of the top problems that your customers have. At Teamwork, we have a “day in customer support” policy. It forces everyone on the team to get closer to the customer. But not every customer will let you know their issues — they will just churn. To prevent this, we also do a fair amount of call outreach to our top customers. On those calls, we ask one question: why’d you choose us?”
“Market-specific customer care – eBusiness leaders must understand how customers want to interact with their brand for customer service. Customers’ reliance on different service channels (e.g., call center, email, online chat, and social) vary by market, and well localized websites will dedicate resources to channels relative to local preference.”
“I believe VR will still play a major role in the future and will eventually be one of the primary ways people shop, enjoy sporting events and consume entertainment. The problem? People expected the technology to mature practically overnight. […] Any technology is expensive, buggy and over-hyped in the beginning. But I’d be shocked if at least 50% of computer users don’t own a VR headset by 2027.”
“One key benefit of personalising messages is that it recognises the customers as individuals. By marketing one way to prospects, another way to those that have already purchased a product and another way to long-term, high-value customers you can make your marketing messages far more compelling and effective. Customers will also appreciate the personal touch, and you’ll stop them driving them away by bombarding them with messages which aren’t relevant to them.”
“Customer interactions are often a spectator sport today, and every reply to a customer is nothing but an opportunity to demonstrate your values in a way that will nudge members of the audience to buy from you. This is why Shep Hyken, me, and many other customer service consultants say that «customer service is the new marketing. ”
“Don’t forget about those people who have spent their hard-earned money with you. They could be responsible for substantial online sales later down the line. Treat them like your family and take them with you on your journey.”
“In the long run, discounts will come to a plateau, bargain hunting will tire down and choice overload will further hurt sales. The only strategy that will prevail, is providing an excellent customer experience. The focus of any successful business strategy should hence be, to make your store the Point of Decision – the preferred place that customers come (back) to, to complete the purchase or seal the deal.”
“The key to success for eCommerce retailers is to provide exceptional shopping experience and customer service. You need to put your customers first and ensure that they don’t go through any trouble while trying to buy from you. This means if they have any issues or questions while shopping and can’t find the answer or solution immediately, you’ll need to deal with it as quickly as possible.”
“SEO for eCommerce pages is based on only a few very, very simple things. Our SEO elements here are keywords, content, engagement, links, and in some cases freshness. You hit these five and you’ve basically nailed it.”
“Face it, you’re not Amazon. In fact, you shouldn’t even try to be. Be real. Be human. Be you.”
“When selling your product or service online, you MUST take a moment to consider CHAT, it could increase your conversions by a factor of 30%. If done right it could even free up staff time focus on order fulfillment or other marketing initiatives.”
“Any investment in CX must first start with understanding the experience from the customer’s perspective, what’s broken or missing, and also what it could be in comparison to the experiences that customers love elsewhere. For example, whatever business you’re in, whether you’re a dentist or a bank, you compete with the likes of Uber, Airbnb, Amazon, et al., in terms of experiential standards. They’re fast, transparent, personalized, frictionless and evolving. They become the standard for what people want and expect.”
“Having a solid customer acquisition strategy is an essential component for any business. Without it, you’re going to seriously struggle to grow your business in any kind of meaningful way. That said, one of the most difficult parts of scaling any business is actually figuring out which channel is the most sustainable for bringing through new customers.”
“Just like with a product, you can’t just build your content strategy alone in a dark room and expect it to be successful. You need to learn what your customer’s want, gain a deep understanding of the problems they’re trying to solve, and work backwards from that.”
“You should always design your website with the assumption that no one knows who you are or what you sell. In fact, when someone lands on your site for the first time, you have about 5 seconds to educate them or they’ll leave.”
“Your online store should be easy to use. You need a functional search tool that returns relevant results in a flash. You probably need product categories that customers can use to “drill down” to the products they want. And you need layered and faceted navigation to help sort through your offerings.”
“People who have previously engaged with content are much more likely to engage again. The weird thing about remarketing is the more times people see [an] offer, the less likely they are to click, but those who do are twice as likely to buy. Why remarket to everyone on your site when only a small percentage will meet the criteria? Instead, overlay remarketing with job titles, interests and purchase behavior to cast a narrow net.”
“Establishing yourself as an expert in your niche is one of the primary ways for you to gain credibility. If folks look to you for your expertise and insight, they’re going to be more likely to buy the products you’re selling.”
We’d love to hear your thoughts on which ones were most helpful. Or, do you know some more awesome quotes you’d like to share?