A growing number of business owners are finally paying attention to that one thing that can make or break their business, and that is the customer experience. Proof of this is the amazing, real stories of businesses who went the extra mile to ensure their clients are having a memorable and positive customer experiences. These stories affirm that the quality of customer experience you create for your clients is the most powerful predictor of your business’ success in the future.
And this holds true not just for brick and mortar stores but also for B2C e-commerce enterprises. Because B2C e-commerce businesses are operating in a very different platform than their traditional counterparts with physical stores, this exposes them to a whole new set of challenges and opportunities in order to deliver a great e-commerce customer experience.
Thankfully, the existence of mobile apps and responsive web design, and the experts who create them, makes it so much easier for businesses to ensure their online clients are having great customer experiences.
One of the keys in developing a great e-commerce customer experience is gaining a deep understanding of your e-commerce customer. Many statistics and studies show that users of mobile devices overtaking desktop computers has been steadily increasing since 2014. Another study showed that 78% of mobile phone users convert and actually make a purchase compared to just 61% of PC and laptop users.
What do these statistics mean for your business?
It means investing in mobile apps and responsive web design technology is a non-negotiable. The numbers speak for themselves: a large percentage of your market is more likely browsing your website and completing their online transactions from their mobile devices such as smartphones and tablets.
Is your website geared for your users’ (most of whom are mobile) comfort?
If you want to ensure your customers’ ease in connecting with your e-commerce business, investing in your own mobile app is an effective strategy. Once installed in their mobile devices, they can easily access your website with just a few taps instead of having to type it in a search engine. Offering your own e-commerce mobile app will make it very easy and fast for your customers to check out your products and connect with your business. Since it is developed strictly for mobile use, they can also expect a beautifully laid out, efficient and seamless e-commerce customer experience when they view it with their mobile devices.
On the other hand, when your e-commerce website utilizes a responsive web design approach, you make it so much convenient and easier for your online customers to browse your products and transact with you online. Responsive web design is important in guaranteeing your customers’ great e-commerce customer experience, by automatically shifting your website — and all of its contents — to properly fit whatever the size of their device’s screen.
As the name suggests, Responsive Web Design automatically responds to the end-users’ specific tools and environment, making it a very flexible and customer-centric approach to web design technology. This means a customer using a 3” wide smartphone can comfortably view your product gallery as much as a customer viewing it from a tablet or laptop. They won’t have to squint or strain their eyes or keep on zooming in and out to properly read and view your e-commerce website’s textual or graphic content.
This is a critical ingredient for a great e-commerce customer experience. Generally speaking, customers equate the amount of effort required of them to a company’s level of customer service. The more effort they have to exert (the more difficult it is) to navigate your e-commerce website, the more they will think you are offering an inferior level of customer service and poor customer experience.
Investing in a mobile app ensures your customers’ instant and mobile-friendly connection to your business, while a responsive web design for your B2C e-commerce’s website offers a flexible, efficient, and easy navigation and use of your website. When designed properly, both deliver great e-commerce customer experiences that will drive your e-commerce business growth.
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