2022 is the year that e-commerce will see a shift in how businesses handle customer expectations. Now, businesses need to prioritize the customer experience to maintain returning customers and have an edge over their competitors. Here are 5 trends to look out for in 2022 and beyond.
1. Chatbots
Brands are beginning to leverage artificial intelligence (A.I) and automation to enhance the customer experience, especially since this technology is becoming more advanced. Chatbots can communicate with shoppers via a live chat interface while allowing for 24/7 customer service. Chatbots can also lead shoppers straight to the pages they’re looking for and keep them returning again and again to your business.
2. Subscriptions & Loyalty Programs
To no surprise, e-commerce continues to grow more competitive. For many businesses, keeping customers actively returning is a challenge. For this reason, the industry expects subscription and loyalty programs to expand and grow – which will promote convenience, the feeling of exclusiveness to customers, and consistent savings to shoppers.
3. Mobile Commerce
To stay ahead of the competition, your business needs to create an easy and engaging experience for mobile shoppers. A well-crafted mobile commerce experience will keep your customers returning to your business, which means – more sales. Mobile commerce sales are expected to double between 2022 and 2025. Factors like push notifications (an automated message sent by an application to a user when the application is not open), SMS, a potential mobile e-commerce app, and a website optimized solely for mobile activity all come into play when creating an easy-to-use and solid mobile experience for your customers.
4. Personalized Marketing
Consumers are smart. They now expect a deeper level of personalization by brands – whether it’s through online marketing or personalized products. Through this level of personalization, businesses can cater to shoppers based on what stage they’re currently on in the customer journey. This will encourage them to complete the checkout process. Technology to help for better personalization 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 and purpose-driven brands, more businesses are likely to incorporate sustainable practices to some degree. This includes basic material changes to products and donations from sustainability-focused and eco-friendly organizations. Having cause to promote generates discussion and in turn, more potential customers landing on your website.
