Title: How Retailers Can Make Sure That International eCommerce Is a Success
1How Retailers Can Make Sure That International
eCommerce Is a Success
- Going by recent statistics, it's clear that the
future is bright for retail and eCommerce. In
2021, U.S. consumers spent 870.78 billion
online, up from - 762.68 billion in 2020. Further, digital
spending in the Q4 holiday season increased by
9.2 year over year, bringing the total jump in
eCommerce spending to a respectable 14.2. The
global picture is equally optimistic. By 2025,
global retail eCommerce sales are expected to
reach almost 7.4 trillion, up from 4.9
trillion in 2021. - Furthermore, by 2022, cross-border or
international purchases will contribute to 20
of global eCommerce sales. For eCommerce
retailers to take advantage of these positive
trends, they must deliver amazing eCommerce
customer experiences (CX) to their international
customers. - What is a Retail Customer Experience?
- Retail CX refers to the experience customers have
as they interact with your brand across every
touchpoint and channel. Every time they engage
with your company through your website,
eCommerce store, or customer service department
they are on a brand journey. The quality of
this journey will determine the quality of their
CX. - In turn, their CX can impact
- Customer satisfaction and loyalty
- Customer retention and Customer Lifetime Value
(CLV) - Positive reviews, recommendations, and "word of
mouth." - Sales, repeat sales, revenues, and profits
- Ultimately, CX will determine whether customers
keep coming back to you or switch to your
competitors. For all these reasons, it's crucial
to design a compelling retail CX strategy that
empowers you to deliver exceptional CX whether
these customers are local or international.
2- 4 Ways Retailers Can Deliver Successful
International eCommerce Experiences - Make them feel safe on your website
- Many buyers hesitate to make international
purchases because the websites are not tailored
to understand them or meet their needs. They may
not feel comfortable or safe, or their shopping
experiences may be confusing instead of easy and
enjoyable. - Consider CX as a primary factor in designing your
international website. Create one version for
local customers and a separate version (or
versions) for international customers. Localize
international websites with local languages,
products, and other features that are specific to
each location. - So, if your regular website is https//www.mytoyst
ore.com, you could have localized websites
called - https//www.mytoystore.in
- https//www.mytoystore.uk
- https//www.mytoystore.au
- https//www.mytoystore.ca
3- And so on. Also, make sure that each version of
your website is "secure" with HTTPS instead of
HTTP. This will signify that you take their
security and privacy seriously and have controls
in place to protect personal and financial data. - Streamline International Shipping
- Shipping costs and delays are among the key
determinants of CX for international customers.
High costs and delayed deliveries impact their
CX, which increases shopping cart abandonment,
and drives customers away from your business. To
avoid such eventualities, clearly state all
shipping-related information including prices
and delivery timelines with every order. If
there are delays or additional charges, keep them
informed. Be transparent and honest, so
customers know what to expect. - If possible, offer free international shipping to
attract more customers, reduce abandonments, and
create memorable experiences. Get bids and advice
from shipping companies that operate in the
countries you want to operate in and can help
you get your products to customers as quickly and
cheaply as possible. Consider factors like
product type, dimensions, and weight when
considering bids and shipping partners. - Also, consider if you can make bulk shipments to
a fulfillment center in that country (or
countries) to reduce your costs and speed up
deliveries. Assign the correct
international/country-level codes to products, so
they don't get stuck in customs. The right codes
will also help you calculate relevant duties and
import taxes in advance, so customers won't
experience surprise charges that can adversely
impact their overall experience with your brand. - Offer Multiple Payment Options
- To improve eCommerce experiences, it's vital to
make the shopping and shipping process smooth,
easy to understand, and hassle-free. The same
goes for payments. Don't put the burden on
figuring out payment options, processes,
tariffs, taxes, etc., on international customers.
4- Find out which methods are most popular in your
target countries - Cash on delivery
- Debit cards
- Credit cards
- Net banking
- Digital payments
- PayPal or other payment providers
- Let customers choose their preferred payment
method and currency for a smooth payment
experience that can boost your international
eCommerce sales. - 4. Focus on Localization and Personalization
- When selling internationally, always take into
account local cultural considerations. For
instance, the same product may be known by
different names in different countries. Here are
some examples
cookie biscuit scone
tomato sauce tomato ketchup catsup
instant noodles ramen ramyeon
soda fizzy drink cold drink
canvas shoes tennis shoes sneakers
- Moreover, label your products correctly in every
country, so international customers can easily
find what they need. It's also important to
localize website content. When the site feels
"local," it will encourage familiarity and create
a sense of comfort that will improve experiences
and boost your sales. - Also, whenever possible
- Display all measurements in the correct localized
language and format - Create content that's contextual and "human"
- Provide popular and preferred customer service
option - Run sales and promotional campaigns geared
towards local festivals and holidays
5Once your international customer base grows,
collect data to create various customer personas
that can guide your personalization strategies.
For instance, analyze a customer's demographics
or shopping history to serve personalized
offers, discounts, or sales notifications via
email or other forms of marketing. In a
Nutshell As the world becomes smaller and
increasingly digitized, you have many
opportunities to take your eCommerce business
international. However, international success
depends on your ability to deliver effective
international eCommerce experiences. Leverage
the strategies discussed here and go forth and
conquer! Read more The Many Benefits Of
Well-Crafted Product Descriptions For eCommerce