Consumer Behavior Study 2022 | Conclusion
While we described the past year as “accelerated,” another word comes to mind when looking at the coming year: opportunity
The dust from 2020 and 2021 is beginning to settle. New shopping habits are starting to feel comfortable and familiar. And new shoppers are narrowing down which businesses will become their mainstays.
To take advantage of this opportunity to grow revenue and brand reputation, ecommerce merchants should focus on providing an excellent, personalized customer experience – which includes their fraud protection.
“Customers are in the driver’s seat. In an international market where items can always be found cheaper, ecommerce businesses can avoid that revenue-draining race to the bottom by providing an amazing customer experience.”
“Personalization is key. Every customer’s idea of a great CX is different, depending on a host of factors, like age, location and online shopping experience. Merchants should test their website regularly from the point of view of different types of customers. Is it intuitive enough for novices but feature-rich enough for high-maintenance digital natives?”
“Trying to directly transpose a brick-and-mortar store into an ecommerce site rarely works out well. It’s important for merchants to treat ecommerce as its own unique channel, ideally with its own operations team.”
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