The stages of e-commerce and the stages of the e-commerce customer journey

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Besides an explosion information technology In recent years, it is becoming increasingly popular E-Commerce. is applied e-commerce process In almost every company that works in this field. Includes Stages of electronic commerce The following items:

Stages of the e-commerce process

Marketing fun

The purpose of marketing is to target potential buyers, and to engage them to come to your site by using online advertisements, email or exhibition creation. In addition, companies should also create communities (user groups), forums, chats or customer surveys through surveys to create returning customers.

customer stage

Customers are indispensable for e-commerce companies. However, we also need to distinguish between two types of purchases:

  • Buying between companies: The buyer is another business that needs to be purchased.
  • Purchasing of Goods between Customers and Firms: The buyer is usually the individual who pays by credit card and sends home goods.

The customer visits the site

Once a customer enters your site, the customer sees several products, a product or a service. You can now start tracking and creating profiles for this customer. Based on this information, you can target the products that this customer is most interested in.

This is the crucial and important stage in Stages of e-commerce.

product presentation stage

Customers see the product on the website if the item is arranged by category, for easy searching. Once customers are attracted to your items for sale or promotions, that’s really a lead.

Fun to add to cart

On an e-commerce website, there is always a shopping cart for customers to shop easily and conveniently. The shopping cart is simply a list of the items the buyer chooses, quantity, price, attributes (colors, sizes, etc.) and any other order-related information.

The shopping cart often provides options to clean the cart, delete items, and update quantities.

payment stage

  • Once the customer has all the items to purchase, they will begin the billing process.
  • For a customer-to-business purchase form, customers usually enter information about shipping and billing addresses.
  • Customers can also add information about greetings, gift packages, and other information for affiliate services.

Shipping charges stage

Shipping charges can be understood simply as charging a complete fee or as complex as charging for each item purchased and associating it with the part to which the goods have to be shipped. However, it can be difficult to process international applications.

It can then be linked to a provider, tracking goods in transit.

payment stage

After calculating the total value of the items (including tax and shipping) the buyer will provide the payment method.

Options for transactions will vary:

  • Between customers and businesses usually pay by credit card or pay after delivery
  • Between business and business needs that all options be available, including requests, quotes, guarantees, …

For credit cards, there are options for offline or online credit card processing. Online processing on the Internet through the Services is provided by reputable companies.

The stage of providing payment receipt and shipping time

After the order is completed, it may be necessary to send a receipt to the customer. For a business-to-business e-commerce model, the receipt can be a list attached to the order. For customers, the receipt can be a reprint of the order on screen or a listing sent to the buyer via email.

Either way, this process can be easily automated.

The request processing stage

If you do not automatically process your credit card, you must first process your financial transactions. Standard business rules govern this step, such as ordering by phone or mail.

Options can be provided to let customers know the order status, inventory or item supply status.

packaging stage

Once there is a valid request, it must be done. This may be the most difficult stage of work. If you shop online, there may be difficulties in taking inventory. If the purchase is made through the service system, there may be problems with the order fulfillment service system.

charging stage

The last stage of Stages of the e-commerce process She is shipping goods to customers. Can provide order status to clients. In this case, it may include a number of carriers such as UPS or FedEx for customers to track their shipments.

The six stages of the e-commerce customer journey

The e-commerce customer journey
The e-commerce customer journey

Include The e-commerce customer journey All the different touch points where a customer interacts with a company, product or brand online. Include these touch points Marketing And user interfaces, and payment, and delivery, and the quality of the product itself. By fully understanding your customer journey, it gives online retailers the opportunity to adapt to customer trends and develop a fully tailored service for their customers.

Over the past decade, the Internet has firmly established itself in society as a viable, if not preferred place for retail sales, and because of the Internet, the world has never been smaller than the average consumer. Where previously we were limited to the products and services of local businesses in our community, we now have the freedom to choose from any number of e-commerce websites globally. This has given customers an enormous amount of power, but it has also given companies an enormous wealth of knowledge about each individual consumer.

Here are the steps you go through The e-commerce customer journey fully and giving you the tools to take advantage of this information to grow your business.

1. Consciousness

The first stage of The e-commerce customer journey Is brand awareness through Marketing or word of mouth. Whether consumers reach your product through social media, roadside billboards, Google Ads, or email, your message should always be clear, consistent, and recognizable.

To ensure that your message is in writing, a good way to review your strategy is by asking your customers direct questions such as “Where did you hear about our company?”, or “Is the product what you expected from our advertising?” .

By collecting such information, you can get updated information directly from your potential customers, measure which campaigns have been the most effective and determine whether your marketing message is clear.

2. consideration

This stage revolves around The e-commerce customer journey About usability and how clearly each product is described. User experience (or user experience) is a vital component of any business Electronic shop.

In the world of e-commerce, competition is fierce, attention span is short and you need to make sure that every customer can navigate your site with ease. Just like designing a physical store, the layout of your e-commerce website is very important. Modern customers expect products in categories with suggested products to be easy to find based on search history.

Once you’ve designed your site, the easiest way to maintain a user-friendly design is to ask users exactly what they think of the layout, product descriptions, and images used on product pages. With very little differentiation in the global marketplace, user experience can give you that all-important competitive edge.

3. Purchase

At this point, your customers are already impressed with your product or service. They liked your brand and could easily find the products they wanted. They may have added a few more items to their cart, but now it’s time to checkout.

Similar to the consideration stage, this largely depends on how easy it is for your customers to complete the transaction. Keep the checkout process short and easy to follow, with possible options such as the ability to save card details for future purchases. This is a common tactic used to encourage customers to come back by making it easier to buy from your site again.

This is also an ideal time to ask for feedback. Ask what parts of the process went well and what areas could be improved. At this stage of Stages of electronic commerce It is easier to sell more based on customer feedback.

4. Delivery

Now that the batch has been processed, it’s time to get the product to your customer as efficiently as possible. This stage is where you gain the trust of your customers.

After accepting their payment, you will naturally be expected to meet their end of the bargain. It is important to ensure that the delivery process is clearly planned, and that the order is shipped within a short period after purchase.

A good way to help put the customer’s mind at ease is to locate information on delivery times, costs, andReturns policies From the outset to ensure there is no confusion.

Depending on the carrier, you can also view delivery tracking, giving your customer peace of mind that the product is in good hands. It is important to remember that for the customer, the sale is not complete until the product is in his hands.

5. Product/Service

This is another integral part The e-commerce customer journey And from The most important stages of electronic commerce, and will determine how likely a customer is to use your e-commerce site again. The only way to know if you have a really good product is to ask customers directly.

Send a follow-up mail after delivery and ask if the product has met expectations, whether it is as advertised and whether the product quality is up to standards. This will ensure lower returns, less customer inflation and will help you develop new products/services for the next stage of your growth.

6. fulfillment

fulfillment of The most important stages of electronic commerceWithout fulfillment, despite achieving a sale, the customer will not buy again. Loyalty is buying from you over and over again.

Even in this new era of the global internet-based marketplace, loyalty has remained one of the most valuable aspects of customer retention and growth. It’s as important in e-commerce as it is to your local butcher or convenience store. The final stage of the ecommerce customer journey is the culmination of all the experiences so far.

Send your customers a short survey to find out how likely they are to recommend your product to others, you can even ask them to review/ promotion to your social media site if they are happy with the service. Build a trusted brand where your customers become your biggest advocates and watch your sales grow.

Each stage of Stages of the customer journey Opportunity to interact with customers and ask for feedback.

I hope this is useful for you.

thank you for reading!

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