As per our previous post, one of the most important 2022 small business trends is to Prioritize Customer Experience. So as small business owners attempt to take action on that trend, they must understand what customers want. Here are some of the most important 2022 online shoppers’ expectations, most of them among the basics of product marketing.
How Small Business Owners Can Prioritize Customer Experience
According to a Forrester study for Shopify, 27% of businesses said improving customer experience is their first or second priority for 2022. However, this is easier said than done, because the big question is how to go about it. And knowing what customers expect is a big step in helping answer that question. So in the same study, Shopify also reports what customers said matters the most to them when shopping online.
2022 Online Shoppers’ Expectations
In the same study we can find what consumers say they look for when shopping online. These are the top answers to what they consider “valuable” or “very valuable” for their shopping experience, in this order.- Accurate pictures. 77% gave it as their top answer when asked what is “valuable” or “very valuable” when shopping online.
- The right product information. For 76% of consumer respondents in the study, easily finding all the right product information is “valuable” or “very valuable.
- Go Local. For 74% in the study, being able to find their local language is key. Similarly, 71% said being able to find their local currency is also “very valuable”.
- Customer reviews. 70% of consumer respondents in the study consider being able to read reviews as “valuable” or “very valuable”.
The study also gave insight into online shoppers’ expectations in terms of specific brand purchase decisions. What follows are the answers to what is “significant” or “very significant” influence in selecting a particular brand:
- Strong quality or satisfaction guaranteed. 61% of consumers said this is important. Thus, small business owners should make sure product quality comes through in their communication initiatives.
- Past Service Experience. For 60% of the consumers in the survey, this is “significant” or “very significant”. Hence a good reminder of the crucial importance of every single contact with customers.
- Ability to reach Customer Service in the channel of their choosing. 58% chose this as “significant” or “very significant”. This means having several channels consumers can choose from, not forcing them use a specific channel.
Small business owners can take action in prioritizing customer experience by meeting these online shoppers’ expectations. Most of these expectations are pretty straight forward, and nothing we haven’t heard before. It does take working with internal teams in making sure there are strategies and guidelines in place to meet expectations. At Estafeta USA, we make constant efforts to fulfill our customers’ expectations, and help them keep their own customers happy. We’d love to hear your thoughts and your own experiences so please feel free to leave a comment.
We’re here for you, let’s connect!
Recent Comments