Choosing a business online was a relatively straightforward process in the past. Consumers had to simply perform a Google search and select the provider with the best rating. However, the scenario has changed since the pandemic. The impact of COVID on the e-commerce business has been immense, to say the least. Today, consumers look for things way beyond the ordinary experience. They look for interactions and experiences that are memorable and highly convenient. Such a scenario might pose a daunting challenge from afar. However, it can be a great opportunity for growth for small businesses. It just might help small businesses stand out from the crowd.
An apt example of the changing scenario would be the way consumers want to interact with the businesses. Previous personal and physical interactions held more value than online conversations. However, text messages have a staggering open rate of 98%, with consumers preferring to interact via text more often. Hence, it is vital to understand the consumer’s changing mindset. Following are some of the key points to remember when customizing your online experience.
Consumers Visits are Online before Offline
One of the most severe implications of COVID on e-commerce business is the rise in checking the listings first. Several studies indicate that consumers are more likely to check the business’ online listings before visiting the physical store. Hence, it is highly advisable that you make it overtly easy for your prospects to find everything that they need online. This information would include address, contact details, opening hours, website, and social media channels.
Five Stars are Not Good Enough
The COVID scenario has revealed the vulnerabilities of the business world. Consumers are now more careful of what they read online. If it sounds too good to be true, it probably is a new belief. Consumers have revealed that they are more sceptical of extremely high ratings and reviews. Often they regard the high reviews as fake or planted unless the positive reviews are high in number. Additionally, the reviews should be relevant, specific, and recent for maximum positive impact. Trying to maintain your perfect review score will not help your business in the long run. Constantly implore your customers to provide feedback and address the shortcomings whenever possible. Always keep your community engaged.
Texting is the Way to Go
Gone are the days when consumers were satisfied with mediocre treatment. Consumers now want businesses to exceed their expectations and over-deliver most of the time. As a result, the most successful businesses are those that are adaptable, savvy, and innovative in their approach. Text messages, as a form of business communication, has been on the rise. Customers prefer businesses that offer text messaging. Hence, try to inculcate text messaging availability in your business plan.
As stated earlier, consumers prefer organizations with more positive reviews. However, they are not only important for the businesses to continue with former customers but also allow them to secure new customers. So, instead of boasting about your product online, implore your customers to write reviews about your company on respected portals. Follow-ups are an excellent method to improve your online review status. Reports suggest that two in three buyers read online reviews to determine the health and hygiene of an organization.
The impact of COVID-19 has been adverse on the business world. However, there is always a silver lining present. In the business scenario, COVID has changed customer expectations and made it trickier for businesses to secure new clients. Heed to these few points to better leverage the COVID scenario to maximize your profits.