Best Buy is an award-winning platform that helps shoppers easily find the best product at the best price. Launched in 2010, Best Buy grew to over 500 million monthly active users while following Christensen’s three pillars of customer experience.
The platform allows users to discover products from hundreds of retailers, compare prices online and in store, and discover the best deals via email notifications and push notifications.
In this whitepaper, you’ll discover how to build a marketing strategy around Best Buy to drive purchase decisions in your favor.
Best Buy’s Impact on The Shops
In the decade since Best Buy’s founding, mobile phones have evolved from a luxury item to a necessity. Today, a smartphone is needed to browse the internet, stream music, and make calls. This connectivity and affordability has led to a boom in the e-commerce industry, as people have shifted their buying behavior to online marketplaces such as Best Buy.
As a result, brick-and-mortar stores struggle with online competition and the rise of digital nomads. In fact, in 2017, traditional stores saw a 15% decline in customer visits compared to 2016.
In addition, as customers become more educated about the value they get from online marketplaces such as Best Buy, they expect fast delivery and excellent customer service. When a customer walks into a brick-and-mortar store with high expectations, the experience can either exceed their expectations or disappoint them. For example, when a Best Buy customer visits a retailer that doesn’t live up to their high standards, the disappointment can lead to a bad experience and fewer purchases down the line. This is why brands that effectively work with retailers to ensure the expectations of their customers are met will have a significant competitive advantage.
How To Improve Customer Experience On Your Website
To grow your business, you need to attract new customers and retain existing ones. One way to do this is by enhancing the customer experience on your website.
When people come to your site, you want them to have a good experience that encourages them to purchase items from your store. To achieve this, you need to focus on a few key areas. These include:
- Getting the price right
- Elevating the shopping experience
- Creating an environment that is welcoming
- Fulfilling orders quickly and reliably
- Offering convenient payment options
- Personalizing the shopping experience
- And more
When people visit your website, they expect to find all of this and more. To assure them of this, you need to put in the work to make sure that their experience is as effortless and delightful as possible. The following will discuss how to improve the customer experience on your website.
Getting The Price Right
One of the first things people encounter when they visit your website is the price. If the price is not right at the bottom of the page, they may leave without making a purchase. Ensure that when people visit your site, the prices are prominently displayed and easily accessible. In addition, you can use Javascript to adjust the prices on the fly.
If people encounter a price that seems too high or too low, you will lose out on sales. To avoid this, you must get the price right. Checking for the best price prior to making a purchase can also help you determine whether or not to buy something. With the right pricing, people can easily find what they’re looking for and make a purchase without question.
Elevating The Shopping Experience
Once people have found what they’re looking for on your website, you can elevate the shopping experience by using a few different methods.
The first step is to ensure that your website is mobile-friendly. If people are using a cell phone to visit your site, they want to be able to view it on their mobile phones. In addition, since cell phones are usually smaller than laptops and tablets, the text may be easier to read on a smaller screen. This means that even those without a designer’s sense of aesthetics may prefer your site over others.
The second step is to make sure that the layout of your website is clean and easy to navigate. When people visit your website, they expect to find relevant information quickly and without any glitches. In addition, using a single column layout may help people read the text more easily. In a nutshell, a simple and clean layout will make people feel like you took the time to understand their needs and wants, and built a website that helps them achieve those goals.
To further improve the shopping experience, you can add a few key features. These include:
- Product reviews
- Pricing comparisons
- A secure store environment
- And more
Product reviews and pricing comparisons can be major factors in getting the price right. If the reviews are good and the comparisons are easy to understand, people can quickly find the best price without any hiccups. In addition, reviewing your prices and offering competitive prices can give you the leg up on the competition.
Creating An Environment That Is Welcoming
People visit your site to purchase items, so you must create an environment that is welcoming to potential customers. Your website forms the first impression that people will have of your business, so you want to build a good one. Create a space that is user-friendly and designed with honesty and confidence. People will feel safer shopping online if they feel like you’re being genuine and are not trying to trick them.
There are several ways you can build trust in your website’s environment. You can start by ensuring that the font sizes are easily accessible. This will make it easy for people with vision problems to read your text. In addition, you can hide elements that may be triggering users (such as social media icons and other pop-up windows). Displaying these elements can be a major turnoff for potential customers, as it may make them feel as though your website is trying to up-sale their personal data.
Once people have found your website and are exploring the environment, you can gain their trust by displaying quality and relevant content. One way to do this is by adding a quality seal to your website. Adding a seal is free, and when a user adds it to your site, they’re giving you their seal of approval.
A website with a seal is more trustworthy and has greater credibility than one without. People want to support brands they believe in, and when presented with a choice, they’ll usually choose the one with the seal.
Fulfilling Orders Quickly And Reliably
One of the last things people want to do when they visit your website is to spend hours trying to complete an order. Your product may not be in stock, or there may be a technical issue with the website. To avert this, you must ensure that your website is set up to fulfill online orders quickly and reliably. To do this, you must use reliable distribution platforms.
Instead of using inefficient and unreliable methods to distribute your product (such as using family and friends), you can use platforms such as Shopify, which offers hassle-free online store setup, as well as reliable and quick order processing.
The bottom line: to attract new customers and retain existing ones, you must put in the effort to assure them of a good experience. When people visit your website, you want them to feel as though your business understood their needs and wants, and built a website that helped them achieve those goals. To attain this, you must get the price right, offer an easy to use shopping experience, and create a welcoming environment. With these improvements, you will see a significant uptick in sales.