Lockdowns, travel bans, and closures of the spring of 2020 forced consumers online, forcing 10 years’ worth of eCommerce growth in just 90 days . The world’s retailers followed, many selling directly to consumers (DTC) for the very first time. At the height of the pandemic in 2020, . As a result, retailers quickly jumped headfirst into the eCommerce world, many realized they did not have the processes in place to deliver exceptional customer service.
Most of us are looking towards a bright future without lockdowns and social distancing. (Do you remember what that was like?!) However, a lot of the behaviors and habits we’ve adapted during 2020 are here to stay.
When it comes to shopping, there has been an unprecedented shift from offline shopping to online shopping. Due in part to the massive growth of first-time online shoppers, eCommerce is at an all-time high.
What should retailers focus on going forward in 2021?
According to Namogoo and Astound Commerce’s annual eCommerce Leaders Priorities Survey, customer experience is king.
1. Focus on richer, more personalized customer experiences
Human connection is the new luxury. eCommerce consumers are craving human connection in this world of increasing technology fatigue. What does this mean for retailers? Consumers are consistently returning to brands who prioritize personalization in their buying journey.
Retailers that are taking advantage of tech tools like messaging, customized recommendation emails, and even online consultations are thriving in this new era of retail. As the eCommerce space gets more and more crowded in the coming years, this is a great way for brands to stand out against marketplaces and competing brands.
2.Fast, sustainable and reliable shipping
Globally, shipping costs and the sustainability of packaging top must have lists for overseas consumers. The majority of shoppers in the US, UK, China, Germany, France and Japan say shipping costs greatly impact whether or not they buy from a brand. Today’s shopper wants their shipping options to be fast as well as reliable.
Shippers have been operating at peak levels for the majority of 2020. Many carriers, including the USPS are still trying to catch up from the holiday season. Many shoppers are still waiting on packages they ordered before Christmas. Carriers are assessing how to take some of the pressure off of themselves, both in transit times and charges. In response, they are starting to charge more. Every carrier has announced a rate increase at the beginning of 2021.
How can you improve shipping for your customers? Choose your shipping partners carefully. This is the MOST important when shipping internationally. Many eCommerce retailers offer international shipping, but it either costs them too much in time or money.
Offering international shipping doesn’t have to cost more than it’s worth – it can be a great way to boost your business. Partners like eGlobalUSA can help you ship your products internationally as quickly and easily as you ship your products in the United States. With our integration into your shopping cart platform, international customers see their options and costs up front. You are able to see all your orders in one place.
3. Streamline your process
With eCommerce at an all time high, and many retailers dipping their toes in eCommerce for the first time, simplifying is a MUST. You want to offer international shipping, but you want it to be as easy as offering domestic shipping. Especially if you are a one person logistics department!
What should you look for? Support is key! When sending your products to international customers, you’re going to have questions. And, you could spend your time doing the research yourself, or you could simply ask your international eCommerce solution partner. They will be able to help you determine the best way to get your product safely, quickly and affordably overseas, and help you head off any problems in transit.
The eCommerce boom is here to stay
There’s no doubt we’ll see some great innovation in eCommerce this year, to build off of the growth of 2020.
Customers expect excellence in their journey, from an easy to navigate site to clear and reliable shipping options, and will be loyal to those who deliver.
In 2021, you CAN grow your business into a global brand: eGlobalUSA is here to help.
Ready to kick off 2021 with by growing your eCommerce business? Click here!
Director of Marketing & Media
Kristin loves coffee and reading, in that order! She drinks the coffee and makes the things for eGlobalUSA.