As a business owner working in the online arena, customers should always sit at the forefront of your thinking. After all, they have the power to determine whether the company gains enough revenue to survive or not. With this in mind, building a customer-centric eCommerce brand is vital.

To do this, you must understand what consumers want from online companies before creating a company that delivers it. Focus on the four factors below and you won’t go far wrong.

A Safe & Convenient Shopping Experience

Before even worrying about the products, you must ask whether customers will feel confident using your business. Consumers are naturally worried about data security and potential financial losses. Introducing payments with WEB3 adds an extra layer of security and convenience via blockchain tech. In turn, visitors can be 100% confident about making a purchase, which will see them look at your products with greater positivity. 

You must ensure that your website is protected by HTTPS and SSL certificates. Meanwhile, using one-click payments to save time can get more transactions over the line. Likewise, it can translate to repeat purchases.

Personalized Shopping Experiences

Safe and convenient transactions satisfy the basic requirements. However, they also demand advanced personalization. In fact, 81% welcome it, while most now welcome suggestions based on past purchases. This is why a dedicated CRM is vital. Most consumers are happy to pay for a better consumer experience, and personalization provides it. Moreover, it is an effective way to strengthen the bond between user and brand. 

It leaves them thinking that your company truly ‘gets them’. Once this emotional connection has been established, the chances of them staying loyal to the company are improved. Not least if you also use loyalty schemes and other rewards.

Social Proof

The value of trust in eCommerce has already been mentioned. For the best results, though, it’s not just about building a secure business. You also need to build trust through social proof. Most consumers will now research brands before making a purchase to see what others say. A strong and organic following on YouTube or other social media channels will help. It legitimizes the company and cements its place as an authority in the field.

Perhaps more importantly, consumers want to see others mention your business in positive terms. Testimonials and five-star reviews are very powerful tools. When supported by influencer marketing, you should see sales revenue soar.

Great Customer Care

Finally, the lack of face-to-face interactions is something that consumers may worry about. Therefore, every modern eCommerce brand must put those fears to bed. One of the best ways is through improved customer care. Using Live Chat or chatbot facilities is an ideal way. It allows users to get quick answers to their questions and problems. The knowledge that they can access your company is reassuring too.

The interactions can help win new conversions as well as CSAT scores. Conversely, without good customer care in place, it gives users another reason to back out of a purchase. Remove the obstacles, and you will gain an advantage over your competitors.

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