- Index hide
In Mexico, 14 percent of consumers shop online more than once a day.
51 percent of Mexicans consider it very important to be compensated for a late delivery.
Consumers who experienced delays in online sales report their negative experiences with brands.
Consumers around the world have changed and that is largely due to the new sales formats that brands are applying to their businesses. A new investigation highlighted that for 90 percent of consumers, a bad shopping experience in e-commerce can mean that customer does not return to that brand.
Although it is a field that is widely used at the point of sale, the customer experience is a characteristic that we can see in any type of interaction that a brand has with the consumer, regardless of whether it is physical or digital.
We define customer experience as, “all aspects of the purchase journey, from marketing to sales and customer service, passing through every intermediate point that the user passes.”
This action can be summarized as the sum total of all the interactions that a customer has with a brand. For this reason, it has become the main competitive differentiator for brands today, which is why companies must ensure that their strategies designed in this sector can offer personalized and pleasant interactions at each point of contact with the client.
In this context, according to data from fintech Broadridge Financial Solutions Inc., more than 69 percent of consumers want retailers to improve their customer experience.
Also data from the annual CX and Consumer Communications Insights survey, reports that consumers 43 percent prefer easy navigation of account details online, and another 43 percent prefer good communication clearly. Allowing customers to select how they want to receive communications, 25 percent on the customer experience they receive when making an online purchase.
Customer experience in e-commerce 2023
Showing the importance of this issue in consumer life, a recent survey conducted by Körber, on the status of shipments and returns, revealed that 70 percent of consumers have experienced a delayed online order in the last six months, affecting your overview of that brand.
That research yielded a wealth of data that will continue to inform the e-commerce industry across many brands, as consumer behavior, preferences, and expectations continue to challenge manufacturers, retailers, and 3PLs alike.
So the study found that 90 percent of respondents are less likely to buy from a brand again after a bad online shopping experience, while 29 percent say they are increasingly willing to share a negative review online.
“Customer expectations have become more complicated after COVID,” Chad Collins, CEO Software at Körber Business Area Supply Chain, explained in the research.
In Mexico, according to the study data, 14 percent of consumers shop online more than once a day. For this reason, brands must begin to carry out good strategies and implement tools to improve their customer experience in this purchase format.
In the same context, specialists point out that an area of opportunity for companies to improve this area is to improve the visibility and degree of responsibility of shipments to help avoid unexpected delays, which can often be responsible for the customer experience. in online trading.
The customer experience can be a good option for companies to generate better projects, so that consumers feel good about those features that are currently in the world.
Now read:
RE/MAX digital solidarity, do you know what benefits it can bring you?
Short video: the new billboard for your brand to be discovered
Designer buys “bargain” on MarketPlace and resells it for thousands of dollars