How Retailers Can Make Sure That International eCommerce Is a Success - PowerPoint PPT Presentation

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How Retailers Can Make Sure That International eCommerce Is a Success

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Explore 4 ways how retailers can deliver successful international eCommerce experiences. – PowerPoint PPT presentation

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Title: How Retailers Can Make Sure That International eCommerce Is a Success


1
How 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

5
Once 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
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