Is Your Business Ready To Maximize It's Holiday Presence Online?

Have you recently looked at your website's shopping experience?

How often do you hear a customer say they are having difficulty ordering a gift certificate or a product on your website? Is the process so confusing that a customer changes their mind about purchasing from your company? I am sure this happens often. With the holidays approaching maybe it's time to review your online shopping experience. You could ask a customer or an employee to give you feedback on the process. The process should be user-friendly for all ages.

I recently went online to purchase a gift certificate for my daughter for her birthday. The process to order for another person was unclear therefore causing me to contact the business owner. I did eventually get the gift certificate ordered however never knew till my daughter said she received it. I was never sent a receipt only a message from my bank that said I used my card for a purchase. I wonder how much revenue this business is losing to customers not completing the process.

Large companies like Amazon, Walmart, and Costco have simple user-friendly processes and that is why so many people order from them. If small business owners are going to accept online ordering they need to make sure that customers get all their questions answered with ease so they don't get frustrated and never purchase. Many customers like the convenience of purchasing a gift card or product online for a loved one who resides elsewhere, especially during the holidays.

Let's look at some ways for you to check your shopping cart process:

• Is your company's information listed so a customer knows where they are buying from ie: logo, owner's, or business name?
• Is there a place for the customer's information who is buying the gift ie: name, address, phone number, and email address?
• Is there a place for the person's information who is receiving the gift ie: name, address, phone number, and email address?
• Is there a place where a customer can add a personal comment or message for the person receiving the gift ie: Merry Christmas, Happy Holidays, Happy Birthday?
• Is there a choice of products or dollar amount that they can choose from for the person receiving the gift ie: massage, facial, clothing item, or $50, $75, $100?
• If this item has specific colors or sizes is there a dropdown ie: blue, red, or 3, 6, 10?
• If this item is available for a specific gender is there a dropdown to state that choice?
• Is there a place to securely add credit card information?
• Is there a way to click on and review your order?
• Is there a way to edit any information?
• Is there a way to cancel if you change your mind?
• Is there a customer service number and/or email if you need to contact the company?

These are just a few things a customer should find on your website when they are shopping and ordering online from you. Remember when you make it easier for the customer you make it easier for yourself.

We at The Hart Experience can help you make this online ordering process simple and easy for your customer. We can review your shopping cart process and work with you to improve it. Our mystery shop evaluations also include reviewing websites to make sure all the pertinent information is listed correctly. Let us help you increase your revenue for the holidays and 2025! Contact Debbie at 602.717.3271 or [email protected]

PS. This month we are offering complimentary evaluations/mystery shops to business owners in the Phoenix area.