Consumers expecting more when it comes to ecommerce retailers
Retailers know that meeting the expectations and wants of customers is one of the top priorities for their operations. They also know that these needs change frequently, especially when new purchasing processes and channels are implemented. Such is the case with ecommerce, as buying items and services on the internet is giving consumers more convenience, easier comparison shopping capabilities and other benefits. For this reason, there are several trends pertaining to online purchases that retailers need to be aware about. Customer expectations can be easily met if merchants take the steps to provide consumers with what they are looking for.
Customer have ecommerce requirements
As online shopping becomes increasingly popular, consumers are beginning to have a set of expectations – and sometimes requirements – of what they want from internet retailers. This especially applies to returning items. Brick-and-mortar retailers have physical locations for returning and exchanging products, whereas ecommerce websites do not. According to a recent study by Redshift Research and Fits.me, approximately 60 percent of customers surveyed stated they would not buy from a web merchant if the business did not offer free returns, reports Internet Retailing.
When it comes to how shoppers deal with returns for clothing items bought on the internet, 41 percent said they purchase several sizes of the same article and then return the ones that do not fit, the research discovered.
"[Consumers] are learning that the 'free returns' offered by retailers works to their advantage," said Fits.me co-founder and CEO Heikki Haldre. "However, returns cost retailers enormous sums of money; not just the transportation of it, but the re-warehousing of the garment and, often, its subsequent discounting for resale."
Meeting other online expectations
Despite the losses in revenue for online returns, retailers need to be willing to accommodate their internet shoppers or risk losing out to competition. There are also several other trends that merchants need to be aware of when it comes to online retail. Financial News writes that customers are increasingly expecting mobile applications and optimized websites for easy browsing on their smartphones and tablets. This can increase sales for businesses and lead to greater consumer satisfaction.
Additionally, location-based services are another aspect that retailers should keep their eyes on. Shoppers using their mobile devices or computers can find deals and discounts offered by merchants depending on where they are located, states the source. This can bring in new patrons, keep existing customers coming back and result in big gains for retailers.
