11 Customer-Centric Strategies for Developing an eCommerce

eCommerce Strategy

In this blog post, we will discuss seven customer-centric strategies for developing an eCommerce strategy. Some of these strategies include: creating a cohesive brand, understanding your audience and making their needs priority number one in your decision-making process, knowing who your competitors are and how they can be overcome.

Creating a Cohesive Brand
Building a cohesive brand is very important in the e-commerce space.

It’s essential that all of your marketing materials, including your website and social media pages, are cohesive with one another because you need to convey a consistent message to customers about who you are as a company.

One way to visualize this is by thinking about how Nike has created their brand identity.

Understanding your Audience
Understanding your audience, making their needs a priority and not just working on a whim.

It’s important to remember that your eCommerce strategy won’t succeed unless it’s based on what your customers want.

You need to do extensive research into who they are, what their needs and desires are, and then craft your strategy around that information.

There are no arguments that Nike has really achieved one of the greatest understanding of their audience, this is why they are successful. Nike doesn’t just offer a wide range of products, they’ve also created an entire lifestyle around their brand. Their marketing materials are filled with imagery and slogans that appeal to athletes and fitness enthusiasts of all levels. They’ve even managed to create a sub-culture of people who identify as “Nike Heads.”

Knowing who your Competitors are
Examining every element of what your competitors are doing, is paramount.

In order to create a successful eCommerce strategy, you need to know who your competitors are and what they’re doing.

You can’t afford to make assumptions – you need to have a clear understanding of what they’re offering and how they’re delivering it.

Creating a Unique Selling Proposition (USP)
Once you have gained an understanding of your competitors, you are in a good place to make a start on your eCommerce strategy – something that makes you stand out from the rest.

Your USP could be anything from your delivery times to the quality of your products or even the level of customer service you offer.

Whatever it is, make sure it’s something that matters to your customers, if you don’t tackle their needs – then you’ll find it a massive uphill struggle to gain the traction you are wanting for your business.

An excellent example of a USP can be found at Amazon, who are so confident in their delivery times that they offer customers free one-day deliveries for orders over £35.

This not only makes the customer feel valued but it also means customers will always come back to Amazon if they need something quickly.

Organisational Structure
All businesses need to delegate tasks to individuals, so, creating a strong organisational structure is imperative for you to build your business.

This will allow you to efficiently manage your employees, set and achieve goals, and identify potential problems.

Employee Management
Once you have a good organisational structure in place, the next step is managing your employees.

You need to be able to trust them with company information, assign tasks that are appropriate for their skill sets, and motivate them in completing these tasks in a timely fashion.

If you can do this, your employees will be a valuable asset to your company and help you grow your eCommerce business.

Data Analysis
In order for any business to succeed, they need to analyse their data.

This is especially important for eCommerce businesses as the online world is constantly changing.

You need to know what is happening in your industry, what your market wants, and how to respond.

This is where data analysis comes in handy!

Customer Journey Mapping
The customer journey map will help you understand the path a potential or current customer takes before they purchase from you.

You can then identify areas of improvement that may prevent them from making a purchase at all or introducing new products to upsell linked products.

This knowledge will help your business grow faster than eCommerce sites that don’t follow these simple rules.

Segmentation
When you understand your customer, it’s much easier to target them with effective marketing campaigns.

Creating different personas will help make sure your campaigns are relevant and interesting to the people that matter most to your business.

You can also use this data to create lookalike audiences on social media platforms for even better traction. The possibilities are endless when you have this understanding.|

Customer-centric Content
Customers crave personalised experiences. They want to feel like you care about them and that they are a valued part of your business’s success.

The best way to do this is by using customer insight tools, such as surveys or chatbots on your website, so you can deliver the right message at the right time. Gathering this information will help you produce the right content.

You can also create personas of your ideal customer, which will help you to target specific demographics with laser precision.

Using Social Media Platforms
Social media is a great way to connect with customers and get feedback in real-time. It’s also an effective platform for promoting content and building relationships with potential and current customers.

You may pick the best social media platform for your company based on your demographic and personas, such as Twitter, TikTok, Instagram, Meta (Facebook), and others. Once you make a start, you’ll find that these platforms really are a great way to interact with your potential customers.

Conclusion:
There are several things you can do to create an eCommerce plan. The most essential thing is that you’re honest and real with your consumers’ experiences on your site, whether they’re good or bad. They may develop a loyalty to you as a brand – based on their conversations with customer care representatives and purchases that succeeded.

Contact us to discuss your approach with one of our specialists.

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