What Is Customer Experience-Driven Commerce?
Delivering a personalized omnichannel experience to customers whenever and wherever they want to engage with your brand throughout their purchasing journey is what experience-driven commerce entails.
It assists you in increasing sales and customer satisfaction by analyzing customer behaviour and combining data insights with content to provide the appropriate information or service at every touchpoint.
Traditional eCommerce and brick-and-mortar stores typically focus on a single point in time or a single channel. Experience-driven commerce, on the other hand, is based on gaining customer insights and anticipating needs, allowing you to combine all channels into a single seamless experience, providing a customer with relevant information in the right place and at the right time.
But what has caused eCommerce to evolve into experience-driven commerce?
Ecommerce Experiences are Influenced by Trends
A few key trends have contributed to the transformation of traditional eCommerce:
The Importance of Being Customer-Centric
Consumers today have a lot of say in their experiences. If they don’t like the experience provided by one brand, they can easily switch to another.
This is because, thanks to smartphones and IoT devices, modern consumers have access to the worlds of shopping, streaming, and dating at their fingertips. These devices have also altered many consumers’ perceptions of commerce. Browsing, liking, and purchasing are all just a few clicks away.
One experience builds on the previous one, and customers come to expect ever more service and value through unique and personalized experiences that are tailored to their needs and preferences.
Trends Influence Ecommerce Experiences
Several key trends have aided the transformation of traditional eCommerce:
The Importance of Being Customer-Centric Today’s consumers have a lot of control over their experiences. They can easily switch to another brand if they don’t like the experience provided by one.
This is because modern consumers have instant access to the worlds of shopping, streaming, and dating thanks to smartphones and IoT devices. Many consumers’ perceptions of commerce have also been altered as a result of these devices. Browsing, liking, and purchasing are all available with a few clicks.
Customers come to expect ever more service and value through unique and personalized experiences that are tailored to their needs and preferences as each experience builds on the previous one.
Personalization is Increasing
Companies such as Amazon and Netflix have altered consumers’ perceptions of personalization. While some consumers are still concerned about sharing their personal information with companies, many are perfectly fine with doing so if it results in a better, more personalized experience. For example, product recommendations that correspond to items they previously liked or purchased, or products that other people who browsed the same product also looked at. Indeed, 26% of consumers want brands to tailor their shopping experiences based on previous purchases.
What about experience-driven commerce in B2B?
As B2B decision makers become accustomed to personalization in other areas of their lives, it remains critical to the customer experience.
Why Do You Require Experience-Driven Commerce?
To provide the shopping experiences that your customers want, it appears that you must embrace experience-driven commerce. Furthermore, it offers several competitive and financial advantages that make it appealing to investigate.
Make your mark in a crowded market.
With so many options available to consumers, the customer-centric approach of experience-driven commerce allows you to stand out from the crowd. By catering to their needs and providing them with the experiences they desire, you position yourself as a customer experience leader who will retain existing customers and easily acquire new ones.
How to Take Advantage of Experience-Driven Commerce
‘Brands need the right technology to combine data and content into one cohesive experience to truly leverage the benefits of experience-driven commerce. This includes an omnichannel strategy that interweaves products and content on every touchpoint seamlessly.
To make this happen, your internal teams have to be able to co-create experiences and collaborate efficiently. We at Moptra , will give your business all of the tools to take advantage of experience-driven commerce.
