7 Ways Your Ecommerce Communication Strategy is Driving Customers Away

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According to studies by eMarketer, with fewer and fewer people shopping in physical stores, some 22.6% of total retail sales will be conducted online by 2027. There are currently around 2.71 billion online shoppers worldwide – a figure that’s anticipated to rise to 2.77 billion in 2025. The International Post Corporation reveals that 34% of shoppers shop online at least once a week.

Clearly, now is a great time to be in eCommerce, with brazil whatsapp number data purely digital players enjoying a head start over more traditional businesses which have yet to fully embrace the concept of internet and mobile shopping. In fact, Forbes advises companies to maximize their online presence and give customers a viable way to shop online, rather than continuing to invest in brick-and-mortar real estate.

However, simply having an online presence is not in itself a recipe for success. ECommerce offerings need to be tailored to their target market, if your organization is going to attract sales. For example, with consumers aged 18 to 34 being the most frequent social media shoppers, companies looking to capture this demographic need to take into account the preferred platforms and methods of engagement of these potential buyers, if they are to effectively connect with customers.

Organizations looking to use eCommerce must also take the role of the customer experience (CX) in modern buying into account. In a digital market where a simple discount can prompt consumers to switch to a different brand, and a single negative review on social media can drive away potential customers, businesses must adopt eCommerce strategies, customer support, and fulfillment mechanisms that meet and exceed customer expectations.

Putting the focus on customer experience in eCommerce pays dividends. According to Statista, customers who enjoyed exceptional past experiences with a brand exhibited a 140% increase in spending compared to those who encountered less favorable experiences. In promoting customer satisfaction, Deloitte reveals that brands that provide a high degree of personalization gain customer loyalty, which is 1.5 times higher than brands that struggle with personalization. However, Gartner studies suggest that more than 70% of customer experience leaders face challenges in crafting projects that enhance customer loyalty and deliver desired outcomes.

To succeed in the challenging eCommerce arena, organizations need to improve their customer experience game, and maximize their efforts at customer retention. Effective communication strategies have a big role to play in this.