What do you do if your E-Commerce customers need a boost in their emotional experience?

You can boost your customers' emotional experience by using interactive experiences such as video, gamification, and augmented reality. In live shopping, consumers can interact with the brand by asking questions in the chat and clicking interactive buttons on the video player in real time. Augmented reality provides consumers with a unique social shopping experience.

Focus on creating a seamless and mostly frictionless shopping experience for your customers. Ensure your website is mobile responsive, easy to navigate, provide clear product descriptions and high-quality images that can help customers make informed purchasing decisions. Personalise the shopping experience by providing product recommendations based on the customer's browsing and purchasing history. Third, provide exceptional customer service by responding promptly to inquiries and addressing any concerns or issues quickly and effectively. Finally, consider offering loyalty programs or incentives, such as discounts or exclusive offers, to reward and retain loyal customers.

Listening to what customers are saying about your brand on social media platforms offers real-time insights into their perceptions, experiences, and needs. It also provides an avenue to engage with them directly, building a stronger emotional connection.

1/ Identify your ICP 2/ Create your content around their feelings/ pain points and use the same words and language they use 3/ Customize the experience by adding hand written notes, free gifts and rewards

Tener herramientas que permitan personalizar la navegación según la conducta del usuario es clave para generar una mejor conexión, que luego se traduce en una mejor experiencia (win para el cliente) y en incrementalidad en la tasa de conversión (win para el negocio). Dynamic Yield es una buena herramienta para esto.

Leveraging data analytics to understand individual customer behaviors and preferences allows for personalized interactions. Addressing customers by their names in emails, tailoring product recommendations based on their browsing and purchase history, and creating offers that align with their interests are all practices that make customers feel valued and understood.

Supporting your customers should be thought of as the technical and UX modeling of a really great retail store associate. In order to emotionally support your customers through the purchasing journey - you have to meet them where they are and be helpful. Your customers are not the same. Acknowledge that and design user experiences for different customer segments. There’s people who want to “search” to find what they want - make the search the best it possibly can be. There’s people who want to “browse” - make them that best PLP and collection pages you can. There’s other’s who are value based shoppers - show them your best deals. Emotionally supporting customers means to listen and meet the customer where they are. Not where you are.

Confident decisions often arise when you signal to your customers that others have bought a specific product, too. We like to do buy, what everyone buys. So add specific language to your offers, such as "bestseller", "most chosen product" and add review and star systems to the products itself. This helps to make it a more wholesome experience while it boosts sales at the same time.

Abordar cada venta con un enfoque emocional es clave para conseguir el objetivo. Y tanto da lo que vendas: naranjas en un mercado, servicios en la nube, o productos en un e-commerce. A partir de este punto, la Inteligencia Artificial ha venido para ayudarnos. En nuestro caso, desde Blueknow, hemos aplicado IA a la recuperación de carrito. El objetivo: generar mensajes 1-to-1 para cada consumidor, abordando el journey de recuperación desde el punto de vista emocional. ?Dónde funciona mejor esta nueva práctica? En aquellos e-commerce que venden productos "emocionales". Viajes, experiencias, etc.