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Rising customer expectations in the eCommerce environment

With the expansion of eCommerce, customers are becoming more accustomed to the convenience of online shopping, and as a result, they have higher expectations for the online shopping experience.

Here are 5 actionable steps that online shops can take to meet the rising customer expectations: provide excellent customer service, offer free shipping, offer a variety of rapid delivery methods, simplify the return process, and provide personalized product recommendations.


1. Provide excellent customer service


Offer live chat support, quick response times to customer inquiries, and provide detailed product information. According to Salesforce research, the customer service experience is a key factor to which business owners should pay attention.

89% of consumers are more likely to make another purchase after a positive customer service experience.

2. Offer free shipping


Customers are more likely to add more items to their cart (thus increasing their average order value) if they know they won't have to pay extra for shipping. By offering free or low-cost shipping options, online businesses can grow their sales while increasing customer satisfaction.

84% of consumers surveyed by Forbes have specifically made a purchase because shipping was free.


3. Offer a variety of delivery options and fast shipping


By offering a variety of delivery options, businesses can cater to the needs of different customers and improve the overall customer experience. According to Shopify, same-day delivery has become the preferred method among consumers.

58% of consumers expect same-day delivery when ordering online.

4. Make it easy for customers to return or exchange items


Provide detailed instructions on how to return an item and process returns quickly. In an article by Forbes, consumers stated that worry-free returns are more important than ever, as an increasing number of users buy items, with the intent of returning some of them. Most customers are experiencing "return fatigue" caused by the outdated model of sending back items via mail, as numbers show that only 21% of surveyed consumers prefer this method.

54% of consumers opt for personal drop-off at a retailer.

5. Provide personalized product recommendations


By analyzing customer data such as browsing and purchase history, businesses can use AI-powered recommendation engines to suggest products that are most likely to interest a particular customer, increasing sales and retention.

According to McKinsey & Company, 71% of consumers expect companies to deliver personalized experiences.


Read more about How to choose the right product recommendations engine →


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