HOW TO CREATE AN EXCELLENT CUSTOMER EXPERIENCE ONLINE

A guest blog post by Katrin Langley

Based on the original article: Live online shopping - The new customer experience?

While the pandemic has changed many of our daily habits, the shift to where and how we shop continues to be a moving target.

From shopping in a store to ordering everything online, consumer expectations continue to shift.

How & Where We Shop Is Different.

As an avid shopper, I take my purchases seriously.

Whether shopping in person, on an eCommerce website, I still look for a superior customer experience to bring me back again.

What types of experiences build brand loyalty?

How can companies ensure they are meeting all the expectations of their customers?

When looking for superior customer experience one of my top priorities is engagement.

There is now a myriad of avenues to travel down for shopping without ever leaving your home.

My social media feeds are filled with shopping ads from recent searches online or an algorithm dictating what might interest me.

I have found many of those shops lack basic customer care and almost no customer experience when problems occur.

Online Shopping Is Now Increasingly Popular

While I shop from both platforms often, there is far greater room for discontent in my purchase followed by an often poor customer experience.

Without the ability to try on, touch the fabric, or visualize the color next to my skin, I am often left less than pleased with my purchase.

In the last couple of years retailer Lularoe and its brand ambassadors have sold in personal homes, out of tricked-out recreational vehicles, and online.

The most impressive is the live stream sales that allow the ambassador to virtually shop and interact with you as they share the latest patterns and designs.

This live show allows shoppers to interact, ask questions, and get a better understanding of the products in real-time.

Live shopping is a great enhancement to the customer experience that far outweighs a static shopping page.

Recently I read an article on the latest livestream shopping app - ShopShops.

The Retail Dive article shared the news of recent funding raised for US expansion for ShopShops.

In the article, Liyia Wu, ShopShops founder, and global CEO stated “since founding ShopShops, the vision has been to allow customers all over the world to shop global, like a local, from the palm of their hand,”.

I can’t be more excited about this.

When I can’t be in a store physically or the store is on the other side of the globe, I can still have the in-person shopping experience in a virtual world.

How To Create Excellent Online Customer Experiences

“HOW TO CREATE
EXCELLENT ONLINE
CUSTOMER EXPERIENCES”@AilsDay #Melbourne @KatrinLangley #Tampa #CustomerExperience #eCommerce #CX #OnlineShopping #UX #VirtuallyUnlimitedTV
via @StreamyardApp https://t.co/3krPj2so0H
((Full Replay On Periscope)) pic.twitter.com/M40orBAcvN

— Keith Keller (@KeithKeller) July 22, 2021

In my opinion, the virtual experience will surpass the static shopping page, through the increased ability to quickly ask questions and receive feedback.