Amazon has set the standard for e-commerce, a popular shopping method that will only become more dominant. As a result, consumers now expect convenience, personalization, and simplicity at every stage of the buying process.
Companies can meet these expectations by prioritizing the checkout experience, establishing a balanced personalization strategy, providing convenient experiences, and improving their supply chains. Amazon.com Inc. (AMZN) ranked No. 2 in the CEOWORLD magazine’s ranking of the most influential companies in the world.
Amazon is the champion of e-commerce. Over the past decade, the online marketplace has grown from a used-book retailer to an international, one-stop shop for virtually any item customers may need (and even a few things they don’t). This evolution, dubbed the “Amazon Effect,” stems from a few clever sales tactics that have helped catapult the company to global success.
In the wake of COVID-19 and its many lockdown orders, e-commerce grew exponentially, becoming the preferred shopping method for millions worldwide. The number of consumers who utilized internet retailers jumped to 60% in 2021, leading to an unexpected revolution in purchasing patterns and behaviors.
As a result of the Amazon Effect, consumers expect shopping experiences to be as convenient and straightforward as possible. If customers have to spend an extra five minutes dealing with website glitches or poorly organized products, they’ll likely log off the website and head over to a competitor. The same goes for laborious checkout systems and payment processes. E-commerce websites aim to ensure that the online shopping experience is seamless and easy from start to final sale.
While current research does show some return to in-person shopping in 2023, the truth is that e-commerce is here to stay. Companies that intend to remain competitive in this increasingly fierce industry must stay sharp to retain their viability. By examining the Amazon Effect and applying a few crucial strategies, businesses can build their market base, increase customer loyalty, and keep revenues strong.
How to Take Advantage of the Amazon Effect
The Amazon Effect is prompting e-commerce and retail leaders to rework their offerings. Here are four ways the Amazon Effect can be applied to various businesses:
- Prioritize the checkout experience.
The goal of any e-commerce business should be to make life easier for customers. Despite the growing popularity of e-commerce, many consumers still prefer brick-and-mortar shopping. Generally, this is due to the immediacy of in-person product purchases, but some also value that physical locations permit them to try products and receive customer service assistance. Still, these consumers often cite the checkout experience as the worst part of the shopping process.In a recent article for Total Retail, Rick Johnson, president and CEO of Kadro, expands on this idea, saying, “Not only is the checkout experience typically the worst part of shopping for most consumers, but it’s also your last customer touchpoint. Customers will leave with fond memories of your shop by easing the pain of the checkout process.”
- Establish a balanced personalization strategy.
With the incredible evolution of data-first machine learning, e-commerce companies can personalize the shopping experience for consumers to an unprecedented degree. This technology can recommend relevant products, upsell with product bundles, or offer potential deals and savings. Early in its development, Amazon took full advantage of this technology, creating an impressive data-first strategy that sends daily product recommendations to subscribers.Retailers should strive for a balanced tone when crafting this retail personalization strategy. Excellent retail customization guides consumers through unique experiences without feeling overbearing. - Focus on providing convenient experiences.
Create a convenient, simplified shopping experience. Invest in website development that allows customers to search for items easily, and offer a wide variety of delivery and shipping options.One of the most significant advancements for e-commerce sites has been the proliferation of accepted payment options. Customers can now pay via one-click technology or break a large purchase into multiple installments. Take advantage of the convenience and offer as many payment options as possible to ensure that consumers click “Buy Now.” - Improve supply chains.
Optimizing supply chains lies at the foundation of any quality e-commerce shopping experience. Build brand loyalty by ensuring stock is carefully tracked and accurately reflected online. Nothing can cost a company loyal customers more than canceled orders or delayed products. As Johnson asserts, “Make data-driven decisions, which will inevitably improve customer service.” The online retail experience should minimize frustration for the consumer and leave them with a sense of fulfillment and excitement.Similarly, communication lines should be established and stay open across all departments. When customers reach out about issues with their orders, it’s essential that customer service staff quickly identify and rectify the problem.
While increasing global competition can feel daunting to small businesses and new e-commerce companies, a few strategies can help them stay relevant. Retail brands should create a unique, personalized shopping experience that’s designed for client convenience at all stages. By using these simple trade secrets, industry leaders can be confident about their brands’ success in this exciting new future.
Written by Rhett Power.
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