Whilst stores have reopened there is a new normal that the world is readjusting to. Announced by the government this week, store policies have changed with selective shopping times and perhaps more importantly a new ruling making face masks and coverings compulsory in England's shops.
Store re-openings and face coverings
Store policies have changed with selective shopping times and perhaps more importantly a new ruling making face masks and coverings compulsory in England's shops.
Coming into force on 24 July to give shoppers time to prepare, the face covering ruling is meant to give shoppers the confidence to return to the highstreet.
To date, statistics show consumers remain concerned about returning to shop on the high street. This has been revealed in a survey of more than 1,000 consumers, which suggested many people will not be quick to return to their old shopping habits.
Four in five people said they would be uncomfortable trying on clothes in a store, while only a quarter said they feel comfortable going out to buy groceries, despite it being a necessity. The research, carried out by EY, suggested that 45% of UK consumers believe the way they shop over the next one to two years will change, with 64% saying they expect to go shopping less frequently, but will spend more when they do.
Meeting consumer demands and building shopper confidence online
Yet as the highstreet tries to win back customer confidence, online shopping has also bid to earn shoppers loyalty by adjusting to new consumer demands by optimising the customer journey in a variety of ways and providing a popular alternative shopping experience.
eCommerce’s popularity throughout lockdown meant that more people had moved to shop online than ever before. The resulting effect was businesses competing for conversions and ultimately going further than ever before to meet consumer demands. Greener deliveries, readily available discounts, and less clicks are all now par for the course and requisite to building shopper confidence online.
Now with shoppers unlikely to return to stores and shop in the same way that they previously did, it is now down to eCommerce businesses to ensure that they're providing the best shopping experience when someone lands on their site. Some of the methods to help in providing this experience include:
1. Social Proofing
To build a more community-driven approach where you can make the most of your website traffic to drive more sales, Cloud.IQ’s Social Proofing helps merchants nudge their shoppers into taking action based on the actions of other shoppers like them. By highlighting the numbers of views of a product in the last 1 or 24 hours, merchants are able to inspire confidence amongst your shoppers, increasing the likelihood of them going on to make a purchase and address the age-old problem of confidence buying online.
2. Finding ways to offer discounts
ECommerce sites can also move to optimise the customer journey by offering discounts at key touch points where drop-offs and abandonment are typically seen. This includes loss of customers at the browsing phase and also at the basket. To rectify this and ensure eCommerce sites move in the right direction moving forward Cloud.IQ’s Cart Abandonment and Browse Abandonment provide merchants with the ability to display bespoke overlays to shoppers offering discounts or communicating ways of gaining access to them. This includes options such as personalised pop-ups which offer discounts in exchange for newsletter sign-ups.
And as part of creating personalised customer journeys that resonate more with the shopper than ever before, Cloud.IQ’s Recommendations functionality shows shoppers items that are commonly bought with the item they are browsing and are likely to buy. The positive news for merchants is that it increases AOV and delights shoppers by bringing the things they like to view them.
The Cloud.IQ platform offers eCommerce businesses solutions that ensure a highly personalised shopper experience, to optimise key touch points and help your business meet increasing consumer demands. Click here for a free trial.