With demand for online shopping increasing in 2020 thanks to the pandemic, what can online retailers expect in terms of e-commerce trends in 2021?
According to the experts, they don’t anticipate the trend to slow down anytime soon.
Unfortunately, this is partly due to the on-going lockdowns, but it’s also due to the way in which the online industry adapted and improved in 2020.
Companies invested heavily in their e-commerce websites to create a smooth user-experience for shoppers.
The increased demand for online shopping led to courier companies investing heavily in their own infrastructure too. With the two working in tandem, it’s now easier and faster than ever to purchase online.
With this seismic shift in the way the market buys, it’s never been more important to understand your audience. Retailers worked hard to learn more about who was shopping on their platform. The data collected is being used to better serve retailer’s demographics and improve the overall experience for users.
E-Commerce trends in 2021?
The experts all agree that the demand for e-commerce is only going to continue to grow. This is unsurprising, given the current e-commerce trends.
Even though the COVID-19 pandemic has accelerated the shift to online shopping, the economy had been heading that way for some time.
With the sudden surge of online shoppers moving from the high street onto their smartphones and computers to spend their money, retailers will be looking to make another big change to the way they operate.
Building customer relationships
According to some e-commerce specialists, the trend is going to move towards companies doing more to create a digital relationship with customers.
Many consumers love the experience of visiting the high street because it allows them to build a real relationship with staff and stores. The customer loses this feeling when shopping online.
According to James Gurd, Owner of Digital Juggler: When a new customer makes their first purchase, it’s the start of your relationship. You need to nurture that relationship and give them a reason to stay engaged and active.”
Hannah Stacey, Brand and Product Marketing Director at Ometria, concurs. She says: “Winning retail brands now see the customer experience as much a part of their product offering as their products themselves.”
This customer experience is going to be the most important thing as the industry moves forward. You need to make sure your customer is satisfied with every aspect of their purchase: from their on-site experience, to speed of delivery, method of delivery and then aftercare through marketing emails.
One of the biggest issues – as any online retailer knows – is with delivery. Are your customers going to be home? Can they lift the goods inside the house themselves? Can I choose a safe spot for the delivery driver to leave it safe?
Expect to see many more delivery options available in the coming months and years when shopping online. Brands will need to keep up with these e-commerce trends or risk losing their customers. The company who offers more flexibility and a better all-round service will be there to pick up the pieces.
Gone are the days when an online retailer can dispatch an item and move onto the next one. They need to do more.
Start selling online with your own e-commerce site
With more and more retail outlets closing by the day, it’s imperative for your business to have an online e-commerce platform to survive.
Thinking of taking your e-commerce business online? Feel you aren’t getting enough sales on your current platform?