What does the average online shopper expect in 2022?
Besides f*cking up the world, the pandemic also increased the expectations online shopping experience.
Let’s see what a typical eCom buyer expects today /// THREAD /// 🧵
Besides f*cking up the world, the pandemic also increased the expectations online shopping experience.
Let’s see what a typical eCom buyer expects today /// THREAD /// 🧵
1>> Mobile-first
The average online shopper today buys from a smartphone. That’s why I always tell you guys to build your stores mobile-first. It has to look good and be functional on different smartphone screen sizes.
The average online shopper today buys from a smartphone. That’s why I always tell you guys to build your stores mobile-first. It has to look good and be functional on different smartphone screen sizes.
But, that doesn’t mean you should completely dismiss desktop, especially if you’re running ads. Cross-device shopping is still a thing.
2>> Convenient customer support
In 2022, customers want live support 24/7.
They want to be able to reach you at any time, on any channel where you have a presence.
Of course, I don’t expect you to do this as a one-man show. But, that’s why automation software exists.
In 2022, customers want live support 24/7.
They want to be able to reach you at any time, on any channel where you have a presence.
Of course, I don’t expect you to do this as a one-man show. But, that’s why automation software exists.
Here are some ideas to boost your customer support:
✔ Create a knowledge base and make a self-service for your customers
✔ Put together an FAQ page or section
✔ Use AI chatbots
✔ Schedule email triggers
✔ Set up automated responses (emails and social media)
✔ Create a knowledge base and make a self-service for your customers
✔ Put together an FAQ page or section
✔ Use AI chatbots
✔ Schedule email triggers
✔ Set up automated responses (emails and social media)
3>> Fast delivery
Shoppers today don’t want to wait 15-45 days for a product to arrive at their doorstep. If they did, they could’ve ordered from AliExpress.
So, if you want to succeed in eCom today, you need to find a way to provide fast delivery methods.
Shoppers today don’t want to wait 15-45 days for a product to arrive at their doorstep. If they did, they could’ve ordered from AliExpress.
So, if you want to succeed in eCom today, you need to find a way to provide fast delivery methods.
How to do that?
You have 2 options:
1. Find US or EU suppliers
2. Work with Chinese suppliers who have warehouses in the US
You have 2 options:
1. Find US or EU suppliers
2. Work with Chinese suppliers who have warehouses in the US
The idea is to bring your goods closer to your customers. Like that, you can offer faster delivery. Also, be upfront about the shipping time.
If you have delayed shipments, you’ll experience a lack of customer trust.
If you have delayed shipments, you’ll experience a lack of customer trust.
*OPTIONAL - free shipping is not a must, but it’s a great thing to offer for CRO.
A tip - try adding the shipping price to the base product price, and offer free shipping.
A tip - try adding the shipping price to the base product price, and offer free shipping.
Those few dollars extra on the product price shouldn’t change too much in regards to sales.
4>> Eco-friendly and sustainable
I’ve encountered more and more customers inquiring about the sustainability my brands follow, in regards to product packaging and the product manufacturing process.
I’ve encountered more and more customers inquiring about the sustainability my brands follow, in regards to product packaging and the product manufacturing process.
The average shopper in 2022 is more eco-conscious than before and cares about the origin or the packaging because they simply don’t want to contribute to climate change and want to preserve the environment.
So, if you don’t have much of a choice in the product manufacturing process, the least you could do is use eco-friendly packaging or reduce your paper use.
All in all, becoming a sustainable and ecologically conscious brand in 2022 is great for conversions.
All in all, becoming a sustainable and ecologically conscious brand in 2022 is great for conversions.
5>> Quick checkout and payment
First of all, and please remember this - enable guest checkout! If you push your buyers to make an account to pay, you’ll lose tons of money.
Secondly, cut those checkout forms. Make them as short and as simple as possible.
First of all, and please remember this - enable guest checkout! If you push your buyers to make an account to pay, you’ll lose tons of money.
Secondly, cut those checkout forms. Make them as short and as simple as possible.
Finally, accept as many payment options as you can. The more, the better. At the very minimum, you should accept PayPal and credit/debit card payments.
6>> UGC and social proof
Today, shoppers don’t believe brand claims, they believe UGC.
Today, shoppers don’t believe brand claims, they believe UGC.
They trust social proof more than anything you’ll ever tell them as a brand.
Shoppers nowadays don’t want marketing to feel like marketing. They crave genuine connections with brands they share values with.
Shoppers nowadays don’t want marketing to feel like marketing. They crave genuine connections with brands they share values with.
They want to see that they belong somewhere and that other people like them purchased the product.
That’s why I love TikTok for dropshippers nowadays. The whole app has a very native and organic feel, so it’s no wonder you can even make money organically.
That’s why I love TikTok for dropshippers nowadays. The whole app has a very native and organic feel, so it’s no wonder you can even make money organically.
7>> User-friendly site navigation
When a visitor lands on any page of your website, they need to know where they are, how to enter the main menu, how to go back to the home page, and what action you want them to do (CTA buttons).
When a visitor lands on any page of your website, they need to know where they are, how to enter the main menu, how to go back to the home page, and what action you want them to do (CTA buttons).
To improve the ease of access and discoverability of products, always add a search function, especially if you’re running a large store with a lot of products.
8>> Personalization
Last but not least, in 2022, online shoppers want to form trust and have a brand relationship. If you’re seeing your customers only as numbers to your pile, change your mindset.
Last but not least, in 2022, online shoppers want to form trust and have a brand relationship. If you’re seeing your customers only as numbers to your pile, change your mindset.
Personalization is an important factor in the success of eCom stores nowadays, especially if you’re using automated emails and chatboxes.
Applicable ways to use personalization:
- Segment your visitors into leads, buyers, abandoned carts, etc.
- Set email triggers for different website actions
- Install a pixel and retarget
- Segment your visitors into leads, buyers, abandoned carts, etc.
- Set email triggers for different website actions
- Install a pixel and retarget
- Offer products similar to the ones they purchased
- Offer popular products
- Use {first name} in your automated response emails and chats
- Offer popular products
- Use {first name} in your automated response emails and chats
What do you think will matters to customers in 2022 and beyond? Share your thoughts below
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Follow me for daily tweets on TikTok ads, entrepreneurship, and eCommerce
@richstemecom 🔥
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