An in-depth understanding of the customer experience (CX) for your business is a cornerstone for formulating an effective strategy for your marketing and sales, especially for any of your business activity online. Successful e-commerce relies on up-to-date knowledge of the possibilities and expectations your ideal customers now have as they engage digitally with brands.

From artificial intelligence to data collection, accelerating technological innovation now makes it possible for your business to reach, engage, and support your customers in continuously new and varying ways.

To make sure that your business stays on the cutting edge of customer experience, here are a few trends that your business should consider as you plan your e-commerce strategy:

1. Hyper-Personalization

Recent research suggests that 75% of customers are more likely to purchase from companies that remember their purchases, their names, and will recommend items that fit their buying habits.

Customers like to feel that they are heard, and when a company to go out of its way to personalize the customer experience, it communicates that the business truly does care about each customer. A robust customer experience can result in repeat sales and brand loyalty, strengthening your business’s bottom line for the long-term.

Analytics from big data can be useful in helping your company hyper-personalize the customer experience. For example, an e-commerce fashion retailer might use data to track what a particular customer has been searching as well as popular outfit trends overall in order to make robust recommendations.

2. Transparency

Transparency is crucial to keeping the trust of your consumer base. Customers value honesty and integrity – and transparency encompasses both of these admirable qualities.

For example, make sure to communicate to your consumers that their data is safe with you. Also, make sure to offer all public information about your company somewhere easy for the consumer to find, such as your About Us page.

In addition, be clear and forthright about your brand values. Customers will appreciate and trust you more when your actions coincide with your stated beliefs.

3. Humanity and Automation

Automation goes a long way to making customer service more efficient and less costly. For simple and common issues, automation can provide customer support 24/7. AI chatbots will continue to transform e-commerce years to come, as they are only becoming more refined as more data is gathered.

That said, it’s important to still have a human element for where automation is simply not enough. In certain contexts, a large majority of customers still want to interact live with another human. Humans are social beings and business thrives when it is effectively social, so make sure to have a good balance of both humanity and automation to keep customers satisfied.

4. Data Protection

While collecting data falls under the umbrella of transparency, protection is a whole other matter entirely. While it’s important that your customer knows you, it’s just as important that your customer’s privacy is protected. One data breach can ruin years of goodwill in a single downfall.

For this reason, be sure to invest in a strong data security plan and consider launching a digital security awareness campaign. Data breaches are not only ruining reputations, they also ruin profits with an estimated average financial loss of nearly 3.9 million USD.

One of the simplest ways to prevent a data breach is by informing all of your employees of the importance of data security. There are simple measures your company can take, such as mandatory two-factor authentication, a closer eye on employee permissions, and arming your customers with information to help them protect against fraudulent e-mails.

Are you ready to optimize your e-commerce strategy and improve the overall customer experience for the people your business serves? To find out how your company can improve your online activity, schedule a call with our digital marketing experts at here JXT Group. You can get in touch by calling 718-690-730 or submitting our online form.