2023 is the year when e-commerce will see a transformation in how businesses deal with customer expectations. Now, companies need to prioritize the customer experience to keep returning customers and have an edge over their competitors. Here are 5 trends to look for in 2023 and beyond.
1. Chatbots
Brands are starting to take advantage of artificial intelligence (AI) and automation to enhance the customer experience, especially as this technology becomes more advanced. Chatbots can communicate with shoppers via a live chat interface while allowing 24/7 customer service. Chatbots can also lead shoppers directly to the pages they are looking for and keep them coming back to your business.
2. Subscriptions and loyalty programs
Unsurprisingly, e-commerce continues to grow more competitively. For many companies, actively keeping customers coming back is a challenge. For this reason, the industry expects subscription and loyalty programs to expand and grow — which will enhance convenience, a sense of exclusivity for customers, and consistent savings for shoppers.
3. Mobile Commerce
To stay ahead of the competition, your business needs to create an easy and engaging mobile shopper experience. A well-designed mobile commerce experience will keep your customers coming back to your business, which means – more sales. Mobile commerce sales are expected to double between 2023 and 2026. Factors such as push notifications (an automated message that an app sends to a user when the app isn’t open), SMS, a mobile e-commerce app, and a website optimized only for mobile activity It all comes into play when you create an easy-to-use and durable mobile experience for your customers.
4. Personal Marketing
Consumers are smart. They now expect a deeper level of personalization by brands – whether it’s through online marketing or personalized products. With this level of personalization, businesses can cater to shoppers based on what stage they are currently in the customer journey. This will encourage them to complete the checkout process. Technology to help better personalize includes personalized pop-ups, follow-up emails (and email marketing), and specific marketing offers to deliver a better shopping experience.
5. Sustainability
As customers increasingly buy from environmentally impactful, purpose-oriented brands, more companies are likely to incorporate sustainable practices to some extent. This includes basic physical changes to products and donations from organizations that focus on sustainability and environmental friendliness. Having a reason to promote generates discussion and thus, more potential customers come to your website.
