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Strategy to Win over Online Shoppers through a Personalized Customer Experience

Gaining customer confidence helps to succeed in the e-commerce business. Taking a customer-centric approach to providing a personalized experience is a must.

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Strategy to Win over Online Shoppers through a Personalized Customer Experience

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  1. Strategy to Win over Online Shoppers through a Personalized Customer Experience In today’s digital world, marketing success largely depends on providing a superior customer experience which is increasingly gaining importance. Consumer behavior has undergone a sea change since buyers started shifting to online buying, which is the mainstay of omnichannel eCommerce. The Covid19 pandemic gave a massive thrust to e-commerce as more buyers took to online buying as visiting physical stores was impossible. It also focused on customers as businesses realized the importance of developing customer-centric business models. To survive the intense competition of the online marketplace, brands must meet the customer expectations of practical and easy interactions with a personal touch. All exchanges must be relevant to the context that addresses their needs and not just chit-chatting.

  2. The rise ofOmnichannel eCommerce On realizing the importance of seamless customer experience, brands and businesses are taking a multi-channel approach in online selling with stress on omnichannel marketing. Companies now ensure that brands remain highly visible to customers who can access the business online from any device. Smartphones are the most preferred device for shoppers who also use desktops, laptops, and tablets to shop online. The multi-channel approach ensures that customers who want to have it easy can access the business from the device of their choice. An article published in Harvard Business Review confirms that most customers (73%) use multiple channels to reach online businesses. Almost 50% or more buyers from all segments, B2C and B2B, search the internet before shopping or making a purchasing decision. Interestingly, even when shopping in a brick-and-mortar store, customers prefer searching online instead of physically searching items at the store.

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