2020 – The Year That Changed eCommerce

With over a year of on and off lockdowns, being told to stay at home to stay safe and seeing retail stores closing their doors for the foreseeable future, it’s no surprise that the eCommerce industry became a life savour for many. But how has this huge shift impacted consumers? What are their preferences and expectations now, in comparison to beforehand? 

We studied the recent Magento Commerce, The Shop Never Stops: Consumer Preferences Report to find out exactly how consumer habits changed during 2020 and what we can expect to see continuing on into 2021.

The Impact of Covid-19

From non-essential store closures to the government orders to stay at home, Covid-19 caused people to turn to online shopping whether they were used to it or not. With generations having to adapt to a new way of shopping, it was crucial for businesses to provide a seamless shopping experience for both new and existing customers.

“The majority (55%) of consumers say they now shop online more frequently than they did before the pandemic.”

As a result of Covid-19, many consumers are now spending more online than ever before, rely more on eCommerce than they have done previously and are finding themselves more likely to shop when a Click and Collect option is available. 

Image Source: Magento Commerce The Shop Never Stops: Consumer Preferences Report

A Rise in Consumer Expectations

With Covid-19 causing many people to change their ways and turn to online shopping, it’s brought with it a huge increase in consumer expectations. The Magento Commerce Consumer Preferences Report highlights that seven in ten consumers are likely to look elsewhere if they are unable to find the product they want quickly enough, with almost two thirds willing to abandon cart should the retailer not offer free delivery or free returns. 

These results instantly highlight just how willing consumers are to shop around and look elsewhere, potentially being drawn in by competitors, which is much easier to do online than it would be in a shopping centre. With consumers happily spending longer looking around for the best price or deal, now more than ever is the time for retailers to ensure they are offering the right product, at the right price. 

Consumers are now getting much savvier when it comes to shopping online, with many having clear expectations for every retailer, no matter how big or small. From a simple, stress-free checkout process to safe payment solutions, retailers should now be reviewing their online offering and content, as well as ensuring the buyer’s journey is simple and effective for every user.

Image Source: Magento Commerce The Shop Never Stops Consumer Preferences Report

Changes in Shopping Habits

Having to rely heavily on buying online has resulted in some key changes to shopping habits for many consumers. Those who previously avoided online shopping are now finding themselves shopping online more frequently and finding it an easier process than they initially thought., which in turn has resulted in many consumers spending more online too. Having access to everything you need without having to leave your home is both easy and practical, prompting many consumers to make additional purchases from the click of a button as opposed to physically going to a store. 

 

Image Source: Magento Commerce The Shop Never Stops Consumer Preferences Report

What Consumers Want NOW

Knowing that the eCommerce world is their oyster, consumers are now able to pick and choose who they want to shop with and why with many having key factors that contribute to their overall decision. 

Sustainability – It is becoming more and more critical for retailers to have strong environmental credentials and showcase that they are environmentally friendly. From efficient and recyclable packaging to environmentally friendly schemes such as Plant a Tree. 

Safety – With so many horror stories of unsafe shopping experiences, many consumers expect a safe and secure environment wherever they shop, ensuring their payment details are kept safe and at no risk of exposure. 

Savings  – Being able to browse the internet for the best deal is something that, as mentioned previously, many consumers are now willing to take the time to do. Consumers are now expecting to be able to save some money in any way they can, whether that’s through sales or an exclusive incentive, with 40% saying they are more likely to look for offers and deals now than before Covid-19. 

A Bespoke Experience – Consumers are looking for more when it comes to shopping online, with a bespoke experience helping to encourage repeat purchases for many. Offering key features such as a loyalty scheme, recommendations based on purchase history and personalised product recommendations will really help to make the consumer feel valued and therefore result in repeat custom. 

 

As a result of Covid-19, we have seen a huge shift in consumer preferences and shopping habits, helping retailers identify what changes they need to make to stay ahead of the game and provide the best possible experience to each individual customer. 

How have you adapted your online presence to meet the new demands and habits of consumers since 2020? If you’re looking to enhance your website or make key changes featured within this post, give us a call to speak to one of our team members who can help find the right solution for you and your business. 

Get in touch with us today to find out how we can help you enhance your eCommerce store.

Our Top eCommerce Tips for Mother’s Day 2021

With Mother’s Day just around the corner, it’s time to take a look at your website and ensure it’s ready for the surge of shoppers looking for that special something. With many people now shopping online for the perfect gift, it’s beneficial to do a few basic checks to ensure your site offers the best possible experience, as well as helping the customer throughout the buyer’s journey. From payment methods to the content you’re creating, we’ve gathered some top tips to help you prepare for Mother’s Day. 

Enhance User Experience 

Taking the time to improve your UX will have a huge impact on the overall customer experience, resulting in a stronger ROI. By enhancing customer satisfaction, you are able to take the customer through their journey with ease, building trust which then often results in loyalty between the customer and your brand. With many people changing their buying habits and adapting to online shopping as a result of COVID-19, it’s even more important to ensure your UX is on point, to help guide those who are new to the world of eCommerce, or even just to your site, and ensure they get exactly what they’re looking for.

Some of the things to look out for:

Site Speed

As with other celebration days, the period up to Mother’s Day could potentially bring more traffic to your site than usual. With users scanning around lots of sites quickly to find the ideal products, if a site seems a bit sluggish then they are more likely to abandon it. This might be a lost sale, so ensure you’ve optimised your site to be as fast-loading as possible.

Optimise for Your Users

You’re at home, sort of half-heartedly watching that show on Netflix, and scrolling on your phone at the same time for the perfect gift. But oh, the site you’re looking at just seems far too fiddly on mobiles. Sure you could concentrate more on that task, but that seems like such an effort. Let’s just see which other sites are out there instead…

Make sure you know how your own user base interacts with your site, and pay particularly close attention to optimising for their devices, browsers, and demographics. Keep the experience easy, and don’t make your users think!

Ensure Accessibility

All users benefit from optimised accessibility, and the WCAG has standards and guidelines to help define how to approach this. After all, something as simple as a colour clash could render parts of your site inaccessible to millions of people.

Provide a Smooth and Safe Payment Solution

As well as providing a satisfying customer experience, it’s beneficial to look deeper into the shopping habits that have emerged throughout 2020 and into 2021. It’s clear to see that the introduction of additional payment methods has become an increasingly popular solution, especially when it comes to encouraging returning customers. With the integration of a payment solution like Klarna, you are opening up your customers to a choice of different payment options, from the ‘Buy Now, Pay Later’ system to their ‘Pay in 3’ offering and more. 

There are a few key benefits worth highlighting when using Klarna for your eCommerce store, including: 

  • Upfront full payments – Even when your customer opts to buy now, pay later, you will still receive full payment immediately from Klarna
  • Quick and Easy Setup – Klarna is available as a plugin or widget for many of the popular eCommerce platforms, including Magento and Shopify. 
  • Secure Transactions – As Klarna identifies as a bank, you can trust the transactions to be smooth and safe for both yourself and your customers. Klarna also has a fraud alert on transactions for extra security. 
  • Valuable Customer Insights – You can collect and build your customer data and really analyse your customer insights when using a payment solution such as Klarna. Who’s buying what, which payment method are they utilising and so on.

Create Unique Content

Whether you’re looking to reach your customers via social media, through the use of blog content or with paid advertising, you need to ensure your content is unique and engaging. With so much content being pushed around Mother’s Day, you want to stand out from the crowd and provide something your customers will interact with. Create a clear plan of what you want to promote and the message you want to push, then you can look into the different ways of creating and sharing your content across various platforms. 

Gift Guides

It’s amazing what impact a well thought out gift guide can have, especially around Mother’s Day. A gift guide enables you to showcase key products to your customers, ideal for last-minute purchases, giving them a quick and easy way to shop and add their products to their basket. There are different ways of presenting a gift guide, from a specific landing page with a catalogue of products or a blog post giving further detail on each product and why they’d make a great gift for your special someone.

Social Media Campaign

Increase user engagement through the different social media platforms with content that will catch the users attention and draw them in. By utilising different imagery and assets and creating meaningful, heartwarming captions you can really engage with your audience and show them exactly what you want them to see. Choose a selection of relevant products to showcase on your feed and get creative with the different ways in which you present them. 

Feature Product Reviews and Build Loyalty

Showcasing product reviews and ratings on your website is a great way to build trust with both new and returning customers, especially around a time like Mother’s Day when people are looking for the perfect gift. Reviews help to give the customer honest and useful information from another customer’s point of view, with a variety of opinions to help provide an overall feel for the product.  

By utilising an eCommerce marketing platform such as Yotpo, you can introduce reviews and ratings as well as additional features such as visual USG, customer loyalty and referrals to really enhance the buyer’s journey. 

Mother’s Day is a great time for brands to boost their sales and build long-lasting relationships with their customers. Get in touch with us today to find out how we can help you enhance your eCommerce store.

Get in touch with us today to find out how we can help you enhance your eCommerce store

Imagine a World Without Nature.

Today we’ve seen the combined efforts of organisations across the globe taking part in the Voice for the Planet #WorldWithoutNature campaign. With the support of One Minute Briefs, there has been a wave of brands taking part from football clubs to clothing brands and it’s been incredible to see the impact and reach of such a thought-provoking concept to help raise awareness for our wildlife.

Celebrating the idea from Zed Trafficker, One Minute Briefs have set brands the challenge of removing nature from their logos to highlight the impact and emptiness of a #worldwithoutnature. This engaging concept comes in support of World Wildlife Day, which this year falls under the theme of  “Forests and Livelihoods: Sustaining People and Planet”.

From Hootsuite removing their beloved ‘Owly’ mascot to clothing brands such as Gymshark taking away their iconic shark emblem, the results from today’s campaign have been great to see. 

 

 

 

 

 

 

 

 

 

 

Follow the conversation on Twitter using #WorldWithoutNature to see which other well-know brands have changed their logos in support of #WorldWildlifeDay.