Last month, I had the opportunity to attend the 2014 Internet Retailer Conference and Exhibition (IRCE) in Chicago.
In addition to meeting many cool and innovative e-commerce companies, I also attended several very informational and eye-opening lectures by various industry leaders. One of the lectures was Connected Commerce: The New Opportunity for Retailers in an Evolving Retail Environment, presented by eBay, Inc.’s President and CEO, John Donahoe.
Mr. Donahoe underscored 5 important points for e-commerce businesses who want to make online shoppers happy and keep them coming back for more:
- Online consumers just want to shop. They do not care about the background infrastructure of the website as long as it works and it is easy to find the products/services they are looking for. Shopping should be seamless.
- Businesses must give online shoppers choices.
- Attentive online service and help is a non-negotiable.
- The return/exchange process must be super easy and free.
- Consumer personalization is still in its early stages. No online retailer has truly mastered it or cracked the nut of true personalization, which means that everyone has lots of room for improvement.
Finally, Mr. Donahoe stated that the commerce revolution has not, contrary to popular belief, ushered in the end of offline retail. In fact, offline retail is not dead at all. It is actually still a strong source of revenue for many retailers when properly integrated with online shopping options.