Jeff Bezos’ quote “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends”, explains the importance of customer experience for e-commerce players in the most subtle way.
Customer experience is no more a potential option but a must-do paradigm. By ignoring CX, e-commerce players can lose 86% of customers who are willing to pay extra for a quality experience. The growing importance of a quality experience is putting e-commerce stores under immense pressure to innovate or perish.
Let’s meticulously discuss top hacks that can help marketplaces deliver a quality customer experience:
1. Use a Solution Focused Product Title
SEO professionals rely on clickbait titles for generating higher traffic, e-commerce players can take a cue from it and use relevant and genuine keywords in the title. A solution-focused product title is likely to work better because people’s attention span is quite low and they are willing to find relevant products faster.
An eye-catching and solution-focused title is a good fit because it generates traffic and helps customers with faster product discovery, which is a sign of quality customer experience.
Here’s an example from Amazon: Mobile phones generally have brand name and model number mentioned in the product title but by mentioning specifications like 4G, #GB RAM, or 128GB Storage, online stores can simplify the user experience.
2. Use Comparison Guide for Products in Same Range
A study reveals that 80% of customers compare products before buying online. The manual process of comparing two or more products on mobile or desktop devices is a straining task. By adding a comparison guide, e-commerce players can help customers identify the right product quite easily.
Such small additions in the catalog may seem minuscule but they play a far greater role in convincing customers to buy from your site. A comparison should include features like:
- Customer Reviews
- Manufacture date/model number
- Storage, RAM, OS and other specification for gadgets
- Voltage, star rating and electricity consumption for an electronic device
Here’s an example from Keurig, showcasing a comparison of the varied coffee maker.