{"id":46410,"date":"2023-08-31T13:31:47","date_gmt":"2023-08-31T13:31:47","guid":{"rendered":"https:\/\/www.engagebay.com\/blog\/?p=46410"},"modified":"2026-01-28T08:40:05","modified_gmt":"2026-01-28T08:40:05","slug":"ecommerce-customer-expectations","status":"publish","type":"post","link":"https:\/\/www.engagebay.com\/blog\/ecommerce-customer-expectations\/","title":{"rendered":"eCommerce Customer Expectations: The Science of Delight"},"content":{"rendered":"<p>Customer expectations go a long way toward shaping an eCommerce business. After all,<a href=\"https:\/\/www.forbes.com\/sites\/blakemorgan\/2019\/09\/24\/50-stats-that-prove-the-value-of-customer-experience\/?sh=45a2b96d4ef2\"> Forbes<\/a> reports that 84% of companies that strive to improve the customer experience see a revenue spike.<\/p>\n<p>The logic here is simple. <a href=\"https:\/\/www.engagebay.com\/blog\/happy-customers-strategies\/\">Happy customers<\/a> buy more products and services. They also gladly recommend your company to their friends, colleagues, family members, neighbors, and social media audience.<\/p>\n<p>This guide will explain how expectations influence the customer experience and how your eCommerce business can increase customer satisfaction.<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_74 ez-toc-wrap-left counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.engagebay.com\/blog\/ecommerce-customer-expectations\/#Understanding_Customer_Expectations_%E2%80%93_What_Do_They_Want_From_You\" >Understanding Customer Expectations \u2013 What Do They Want From You?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.engagebay.com\/blog\/ecommerce-customer-expectations\/#eCommerce_Customer_Expectations_in_Metrics_Tracking_Happiness_with_Data\" >eCommerce Customer Expectations in Metrics: Tracking Happiness with Data<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.engagebay.com\/blog\/ecommerce-customer-expectations\/#11_Strategies_to_Surpass_Your_Customers_Expectations_in_eCommerce\" >11 Strategies to Surpass Your Customer\u2019s Expectations in eCommerce<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.engagebay.com\/blog\/ecommerce-customer-expectations\/#Bottom_Line\" >Bottom Line<\/a><\/li><\/ul><\/nav><\/div>\n\n<h2><span class=\"ez-toc-section\" id=\"Understanding_Customer_Expectations_%E2%80%93_What_Do_They_Want_From_You\"><\/span><span style=\"color: #339966;\"><strong>Understanding Customer Expectations \u2013 What Do They Want From You?<\/strong><\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>The following factors shape customer expectations:<\/p>\n<ul>\n<li>Your customer service reputation<\/li>\n<li>Your marketing messages<\/li>\n<li>Geographical and generational factors<\/li>\n<li>Online reviews and social media comments<\/li>\n<li>Personal experience with brands like yours<\/li>\n<li>Customer\u2019s experiences with your brand<\/li>\n<\/ul>\n<p>Outside factors also affect what customers expect from your eCommerce company. For example, the rulebook went out the window during COVID-19 as the shopping experience morphed into something completely new.<\/p>\n<p>The following customer expectations transcend business size and industry.<\/p>\n<h3><span style=\"color: #993300;\"><strong>Consistency<\/strong><\/span><\/h3>\n<p>The first expectation is consistency. Companies today have expanded their presence online and offline, appearing on more platforms and avenues than ever. Although your business will have a dedicated social media team separate from your bloggers, you must prioritize consistent branding and service across every channel.<\/p>\n<p>A consistent experience gives customers reliable expectations that can inspire future business. You also <a href=\"https:\/\/www.engagebay.com\/blog\/ecommerce-best-practices\/\">win their trust<\/a>, something important for new customers especially.<\/p>\n\r\n            <script>\r\n                var EhAPI = EhAPI || {}; \r\n                EhAPI.after_load = function() {\r\n                    EhAPI.set_account('ktb76s1540fl2hnhbqnrtd2npb', 'our');\r\n                    EhAPI.execute('rules');\r\n                };\r\n                (function(d, s, f) {\r\n                    var sc = document.createElement(s);\r\n                    sc.type = 'text\/javascript';\r\n                    sc.async = true;\r\n                    sc.src = f;\r\n                    var m = document.getElementsByTagName(s)[0];\r\n                    m.parentNode.insertBefore(sc, m);   \r\n                })(document, 'script', '\/\/d2p078bqz5urf7.cloudfront.net\/jsapi\/ehform.js');\r\n            <\/script>\r\n            <script>\r\n                function waitForEhForms() {\r\n                    const interval = 100; \/\/ Check every 100ms\r\n                    const checkAndLoad = () => {\r\n                        const params = new URLSearchParams(window.location.search);\r\n                        const elementorPreviewParam = params.get('elementor-preview');\r\n                        if (elementorPreviewParam && typeof EhForms !== 'undefined' && typeof EhForms.loadForms === 'function') {\r\n                            EhForms.loadForms();\r\n                            console.log('EhForms.loadForms() called successfully.');\r\n                        } else {\r\n                            setTimeout(checkAndLoad, interval);\r\n                        }\r\n                    };\r\n                    checkAndLoad();\r\n                }\r\n                \/\/ Call the function\r\n                waitForEhForms();\r\n            <\/script>\r\n        <div class='engage-hub-form-embed' id='eh_form_5161654467690496' data-id='5161654467690496'><\/div>\n<h3><span style=\"color: #993300;\"><strong>Quality products and services<\/strong><\/span><\/h3>\n<p>This is a simple but often overlooked point. Your customers expect to get their money\u2019s worth when buying your eCommerce products or services. The products and services your business introduces should never cut corners in the name of profit.<\/p>\n<p>You should only release goods that will benefit a customer\u2019s life. It\u2019s better to delay a buggy product and not be ready for the market than to release it and pretend you&#8217;re unaware of the issues.<\/p>\n<p>Continue following through once you commit to quality with your products and services. New products and services should not degrade in quality, or your customers might feel inclined to check out the competition.<\/p>\n<h3><strong><span style=\"color: #993300;\">Convenience<\/span><\/strong><\/h3>\n<p>Today\u2019s customers value convenience. They want many easy ways to shop, simple checkouts, speedy shipping, and detailed order tracking. The prevalence of same-day delivery has reduced the average customer\u2019s patience, so the days of waiting weeks for an order to arrive are mostly behind us.<\/p>\n<p>If you can\u2019t offer same-day delivery, you should minimize shipping times through to as few days as possible.<\/p>\n<p>Although you hope your customers will be satisfied with their purchase, you should also expedite the return process. Have a friendly attitude toward returns so customers feel encouraged to use this feature if they need to.<\/p>\n<p>Make it convenient for your customers to return an item and they\u2019ll know they have nothing to lose by doing business with your <a href=\"https:\/\/www.engagebay.com\/blog\/ecommerce-brands\/\">eCommerce brand<\/a>.<\/p>\n<h3><span style=\"color: #993300;\"><strong>Ease of use<\/strong><\/span><\/h3>\n<p>Although technology continues to race at the speed of light, customers don\u2019t necessarily want complex products and solutions. It\u2019s one thing if your service has complexities because it must and another to make it complicated just for the sake of doing so.<\/p>\n<p>A small learning curve encourages more product or service usage, increasing the revenue your business can earn from that customer.<\/p>\n<h3><strong><span style=\"color: #993300;\">Cost-effectiveness<\/span><\/strong><\/h3>\n<p>With the cost of living getting increasingly high, consumers are conscious of how they spend their money. Your products and services don\u2019t have to be cheap but should have a price commensurate with the benefits offered.<\/p>\n<p>A cost-effective solution inspires more product or service usage and could lead to referrals.<\/p>\n<h3><strong><span style=\"color: #993300;\">Omnichannel communication<\/span><\/strong><\/h3>\n<p>As mentioned, businesses have more avenues to reach customers than ever before. Customers expect to see your brand on all their platforms, from the latest social media to emerging tech and trends.<\/p>\n<p>Your eCommerce business must have an <a href=\"https:\/\/www.engagebay.com\/blog\/omnichannel-marketing-examples\/\">omnichannel strategy<\/a> to reach your audience on the platforms they use most, from SMS to <a href=\"https:\/\/www.engagebay.com\/blog\/ecommerce-email-marketing-examples\/\">email<\/a> and social media.<\/p>\n<h3><span style=\"color: #993300;\"><strong>Personalization<\/strong><\/span><\/h3>\n<p>Personalization is the last expectation customers have for your eCommerce business. Tailoring the <a href=\"https:\/\/www.engagebay.com\/blog\/customer-journey-mapping-tools\/\">customer journey<\/a> through your audience\u2019s unique pain points and needs ensures they receive offers, products, or services that would benefit them directly.<\/p>\n<p>You could inspire new sales by introducing your customers to something fabulous they didn\u2019t know you made, and they\u2019ll be likelier to buy.<\/p>\n<p><a class=\"fasc-button fasc-size-medium fasc-type-flat fasc-rounded-medium ico-fa fasc-ico-before fa-arrow-circle-right\" style=\"background-color: #33809e; color: #ffffff;\" target=\"_blank\" rel=\"noopener\" href=\"https:\/\/www.engagebay.com\/blog\/ecommerce-support-guide\/\">Read also: ECommerce Support Guide: The Types And Strategies That Matter<\/a><\/p>\n<h2><span class=\"ez-toc-section\" id=\"eCommerce_Customer_Expectations_in_Metrics_Tracking_Happiness_with_Data\"><\/span><span style=\"color: #339966;\"><strong>eCommerce Customer Expectations in Metrics: Tracking Happiness with Data<\/strong><\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>How do you know how well you\u2019re meeting your customer\u2019s expectations? The following <a href=\"https:\/\/www.engagebay.com\/blog\/ecommerce-metrics\/\">metrics<\/a> will indicate where you exceed and fall short.<\/p>\n<h3><span style=\"color: #993300;\"><strong>Customer reviews<\/strong><\/span><\/h3>\n<p>Although not technically a metric, reading <a href=\"https:\/\/www.engagebay.com\/blog\/five-star-reviews\/\">customer reviews<\/a> is one of the most enlightening methods for learning more about how well you\u2019re serving your audience.<\/p>\n<p>Customers will share their unfiltered thoughts, good and bad, on your Google Business page, social media pages, and review sites such as Yelp, HomeAdvisor, Glassdoor, Foursquare, Consumer Affairs, and the Better Business Bureau.<\/p>\n<p>Don\u2019t sweep negative reviews under the rug. Instead, read the critical feedback and use it to determine where your eCommerce business can improve.<\/p>\n<h3><span style=\"color: #993300;\"><strong>Customer lifetime value<\/strong><\/span><\/h3>\n<p>The next metric is <a href=\"https:\/\/www.engagebay.com\/blog\/customer-lifecycle-management-clm\/\">Customer Lifetime Value or CLV<\/a>, which tells you the total profit you can expect from a customer throughout the relationship. Accounting for factors like average sales funnel duration, repeat purchase rate, and the cost and scope of the initial purchase, CLV is a handy data point.<\/p>\n<p>You can use it for financial forecasting to determine what your quarterly or annual profit will look like. A consistently high CLV indicates your customers are pleased with your level of service, as they\u2019re willing to continually buy from your eCommerce store.<\/p>\n<h3><strong><span style=\"color: #993300;\">Net Promoter Score<\/span><\/strong><\/h3>\n<figure style=\"width: 654px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"r48jcc pT0Scc iPVvYb\" src=\"https:\/\/www.retently.com\/wp-content\/uploads\/2023\/05\/nps-calculation-formula.png\" alt=\"\" width=\"654\" height=\"329\" aria-hidden=\"false\"><figcaption class=\"wp-caption-text\"><em>Image courtesy of Retently<\/em><\/figcaption><\/figure>\n<p>Another very telling metric is the Net Promoter Score or NPS. This measure of loyalty dictates the likelihood of your audience recommending your services to others in their lives.<\/p>\n<p>You can send a simple survey to your audience with a scale of 0 to 10. Ask them to choose a number commensurate with how passionately they\u2019d recommend your eCommerce business to a friend or colleague.<\/p>\n<p>A 0 means they wouldn\u2019t be likely to recommend you, while a 10 would be extremely likely.<\/p>\n<p>The customers with a score between 0 and 6 are detractors. They might have subscribed to your <a href=\"https:\/\/www.engagebay.com\/blog\/grow-email-list\/\">eCommerce email list<\/a> long ago and since soured on you, or perhaps they\u2019re new and still feeling you out.<\/p>\n<p>The lower the number between 0 and 6, the more severe the level of detraction. Those with a score between 0 and 3 have a substantial issue with your business. Their feelings about your eCommerce company prevent them from purchasing, but the trickle-down effects can be more severe than that.<\/p>\n<p>Their outspoken opinion might prevent other would-be customers from converting, so it\u2019s worth understanding what has tanked your reputation in their eyes and begin rebuilding their trust and expectations.<\/p>\n<p>Detractors who scored between 3 and 6 are in danger of backsliding. As it stands, they\u2019re unhappy, but less unhappy than the detractors who gave you a lower score. You should still get to know their pain points and strengthen your relationship.<\/p>\n<p>Customers who scored a 7 or 8 are passives. They don\u2019t actively dislike your company, but they\u2019re not enthusiastic about you, either. Sometimes, they might open emails and engage with you, but it\u2019s sporadic at best.<\/p>\n<p>These customers are on the fence, and your next move could push them higher up on the NPS scale or reduce them to detractors. You must learn more about their expectations and then strive to meet them.<\/p>\n<p>Promoters are the customers who scored a 9 or 10. They\u2019re ultra-excited and passionate about your eCommerce business and talk you up whenever they can online and offline. Even though they\u2019re less likely to become detractors, you must still live up to expectations to ensure their satisfaction.<\/p>\n<p>The more promoters your eCommerce business has, the greater the rate of happy customers.<\/p>\n<p><a class=\"fasc-button fasc-size-medium fasc-type-flat fasc-rounded-medium ico-fa fasc-ico-before fa-arrow-circle-right\" style=\"background-color: #33809e; color: #ffffff;\" target=\"_blank\" rel=\"noopener\" href=\"https:\/\/www.engagebay.com\/blog\/ecommerce-customer-support-case-studies\/\">Read also: 23 eCommerce Customer Support Case Studies for Small Businesses<\/a><\/p>\n<h3><span style=\"color: #993300;\"><strong>Customer health score<\/strong><\/span><\/h3>\n<p>The Customer Health Score or CHS reviews a customer\u2019s pattern of behavior over a period to gauge their churn risk.<\/p>\n<p>You can create a CHS based on a customer\u2019s participation in your surveys, purchase rate, amount of money spent on your brand, customer support team interactions, license level for a product (as applicable), and product usage rate.<\/p>\n<p>You can also use CHS to determine when your customers might be ready for a product or service upgrade. Healthy customers are happier, a clear sign you\u2019re meeting their expectations.<\/p>\n<h3><span style=\"color: #993300;\"><strong>Customer churn rate<\/strong><\/span><\/h3>\n<p>Unlike CHS, which measures prospective churning, the Customer Churn Rate, or CCR, gauges the actual churn. That\u2019s why it\u2019s referred to as the attrition rate.<\/p>\n<p>You can apply CCR over specific periods, such as last month or the third quarter of 2022, to determine how many subscribers canceled or customers dropped out of the sales funnel.<\/p>\n<p>A high churn rate hurts <a href=\"https:\/\/www.engagebay.com\/blog\/customer-retention-strategies\/\">customer retention<\/a> and revenue, pushing businesses toward the brink of extinction. Your eCommerce business should aspire for a low churn rate of 3-7%.<\/p>\n<h3><strong><span style=\"color: #993300;\">Customer satisfaction score<\/span><\/strong><\/h3>\n<figure style=\"width: 702px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"r48jcc pT0Scc iPVvYb\" src=\"https:\/\/d33wubrfki0l68.cloudfront.net\/a412f6374c0aad24fb3ffa406a4d480105b28cec\/9bbdc\/static\/c8531b30d8620ae15af1d584273c30c9\/09363\/csat-example.png\" alt=\"\" width=\"702\" height=\"289\" aria-hidden=\"false\"><figcaption class=\"wp-caption-text\"><em>Image courtesy of MonkeyLearn<\/em><\/figcaption><\/figure>\n<p>Pay attention to the Customer Satisfaction Score or CSAT. This metric tells you how satisfied your audience is with your products and services. CSAT is represented as a percentage, with a score near zero being very poor, and a score near 100 being excellent.<\/p>\n<p>Survey your audience, asking about their overall satisfaction with their latest purchase. Ask them to rate the purchase on a scale of 1 to 5, with 1 meaning they\u2019re very unhappy, 2 meaning they\u2019re unhappy, 3 being neutral, 4 meaning they\u2019re satisfied, and 5 very satisfied.<\/p>\n<p>Count the number of 4s and 5s you received. Divide it by the overall responses, then multiply that number by 100 for a CSAT percentage.<\/p>\n<h3><span style=\"color: #993300;\"><strong>Customer effort score<\/strong><\/span><\/h3>\n<p>You can also learn about customer expectations through the Customer Effort Score or CES. This KPI focuses on the customer service experience.<\/p>\n<p>To understand your CES, survey people who most recently contacted your customer support. Send them a brief questionnaire asking them to choose a score between 1 and 7 to represent their level of satisfaction. Scores between 1 and 3 represent the unhappiest customers, while scores between 5 and 7 are very satisfied.<\/p>\n<p>The higher the CES scores, the better is your eCommerce customer service.<\/p>\n<p><a class=\"fasc-button fasc-size-medium fasc-type-flat fasc-rounded-medium ico-fa fasc-ico-before fa-arrow-circle-right\" style=\"background-color: #33809e; color: #ffffff;\" target=\"_blank\" rel=\"noopener\" href=\"https:\/\/www.engagebay.com\/blog\/ecommerce-best-practices\/\">Read also: 19 eCommerce Best Practices to Win Customer Confidence<\/a><\/p>\n<h2><span class=\"ez-toc-section\" id=\"11_Strategies_to_Surpass_Your_Customers_Expectations_in_eCommerce\"><\/span><span style=\"color: #339966;\"><strong>11 Strategies to Surpass Your Customer\u2019s Expectations in eCommerce<\/strong><\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Are you ready for better <a href=\"https:\/\/www.engagebay.com\/blog\/retail-marketing-strategies\/\">customer loyalty<\/a> and an experience your audience can\u2019t stop talking about? Here are 11 areas to focus on.<\/p>\n<h3><span style=\"color: #993300;\"><strong>1. Ask for feedback<\/strong><\/span><\/h3>\n<p>You can\u2019t begin generating <a href=\"https:\/\/www.engagebay.com\/blog\/ecommerce-metrics\/\">customer satisfaction metrics<\/a> like NPS and CSAT without surveying your eCommerce customers. Surveys are a great way to learn about your audience\u2019s struggles, interests, pain points, and behaviors to gauge where and what they might do next.<\/p>\n<p>However, obtaining honest customer feedback is not a one-time deal. You should survey your audience several times per year to stay current on their needs and meet them every step of the way.<\/p>\n<h3><strong><span style=\"color: #993300;\">2. Study what your competitors are doing<\/span><\/strong><\/h3>\n<p>Does your competition outperform you? It\u2019s time to determine what they\u2019re doing that you aren\u2019t or which areas you should double down on.<\/p>\n<p>Review their website and social media presence. Pretend you\u2019re shopping on their website, or perhaps buy something small. How was the online shopping experience? Did you find it difficult or straightforward?<\/p>\n<p>How long did it take for your order to arrive? What was the product or service quality like? Similar to what was advertised? Read reviews to gauge what your competitor\u2019s audience enjoys about their services or products and what they don\u2019t like.<\/p>\n<p>Then, use the information you gathered to improve your customer satisfaction, product\/service quality, and other areas of your business to be able to delight your audience.<\/p>\n<h3><strong><span style=\"color: #993300;\">3. Prioritize honesty<\/span><\/strong><\/h3>\n<p>Transparency is key in building and maintaining trust. Don\u2019t hide your prices, don\u2019t pretend you don\u2019t charge extra fees when you do, and be upfront about your cancellation and return policies.<\/p>\n<p>This is the less glamorous side of selling a product or service but is just as important as discussing benefits or features.<\/p>\n<p>Another way to promote transparency among your customers is by <a href=\"https:\/\/www.engagebay.com\/blog\/online-knowledge-base\/\">building a knowledge base<\/a> full of articles, videos, FAQs, and other information. Community forums help your customers connect and share feedback among themselves.<\/p>\n<p>Employees within your eCommerce company can comb the forums for commentary on the quality of your products and services.<\/p>\n<h3><span style=\"color: #993300;\"><strong>4. Follow up after sales<\/strong><\/span><\/h3>\n<p>When a customer purchases a product or service, you send them an <a href=\"https:\/\/www.engagebay.com\/blog\/confirmation-email-examples\/\">automated email confirmation<\/a>, but how long do you wait to communicate with them after that? Following up with shipping notifications will make the customer likely to open and read your email.<\/p>\n<p>You should also track the customer\u2019s order and send them another follow-up several days after receiving it, asking them how they enjoy the product.<\/p>\n<p>Make it as easy as possible for customers to respond, such as using surveys where a customer can click on a scale to select their level of satisfaction rather than answer open-ended questions. Consider incentivizing your audience to participate by offering an exclusive discount code.<\/p>\n<h3><strong><span style=\"color: #993300;\">5. Refine your sales and marketing processes<\/span><\/strong><\/h3>\n<p>You\u2019ve learned your customer\u2019s expectations, so now you must honestly assess how well your current sales and marketing processes gel with your audience&#8217;s demands. Perhaps you\u2019ve tried a selling style that doesn\u2019t work for today\u2019s customers, or your marketing approach was too heavy-handed.<\/p>\n<p>Regardless, your next campaign will succeed more, thanks to this feedback.<\/p>\n<h3><strong><span style=\"color: #993300;\">6. Maintain product and service quality<\/span><\/strong><\/h3>\n<p>Reiterating our previous point, you cannot afford to let your service or product quality slip. Your longest-term customers have come to expect excellence from your brand, and you must keep delivering, or you could lose their business.<\/p>\n<p>Even niche industries have competitors, so don\u2019t get lax and assume no one could usurp your eCommerce brand, as your customers would beg to disagree.<\/p>\n<h3><strong><span style=\"color: #993300;\">7. Use omnichannel communication<\/span><\/strong><\/h3>\n<p>Today\u2019s consumers have more options than ever, allowing them to bounce freely between channels and platforms. Your eCommerce brand must meet them at every touchpoint, with <a href=\"https:\/\/www.engagebay.com\/blog\/crm-experience\/\">engaging experiences<\/a> across channels like social media, email, text messages, phone, and more.<\/p>\n<h3><strong><span style=\"color: #993300;\">8. Personalize, personalize, personalize<\/span><\/strong><\/h3>\n<p>Tailored customer communications speak to the heart of their struggles. Personalizing your communications will position the right products and services in front of your audience according to their needs and stage in the <a href=\"https:\/\/www.engagebay.com\/blog\/ecommerce-sales-funnels\/\">sales funnel<\/a>, increasing the likelihood of their purchase.<\/p>\n<h3><strong><span style=\"color: #993300;\">9. Run free shipping deals<\/span><\/strong><\/h3>\n<p>Another way to inspire more business is to introduce free shipping deals. Run these deals periodically across the year, perhaps once a quarter or more seldom. The deal might be conditional, such as free shipping if customers spend X dollars, or perhaps all items are eligible for free shipping.<\/p>\n<p>Although your business will lose out on shipping money, you should still profit by attracting more shoppers than usual.<\/p>\n<h3><strong><span style=\"color: #993300;\">10. Prioritize same-day delivery<\/span><\/strong><\/h3>\n<p>In eCommerce, consumer delivery expectations are only rising, so all businesses must work their way toward same-day delivery. Small businesses might need more capital to invest in drones and other technology to facilitate faster deliveries, but it\u2019s worthwhile.<\/p>\n<p>You\u2019ll achieve your delivery expectations and give though competition to the big players if you can really deliver products the day they&#8217;re ordered. Small businesses partner with platforms like Metrobi to offer <a href=\"https:\/\/metrobi.com\/services\/same-day-delivery\/\" target=\"_blank\" rel=\"noopener\" data-wpel-link=\"internal\">same-day delivery<\/a> without building their own fleets.<\/p>\n<h3><span style=\"color: #993300;\"><strong>11. Give customers several ways to pay<\/strong><\/span><\/h3>\n<p>Expanding upon your payment options matches today\u2019s consumer expectations. The days of carrying cash are mostly over, and some customers prefer not to use credit or debit cards when shopping online. They might pay exclusively online platforms like PayPal or Apple Pay.<\/p>\n<p>Offer multiple payment options so your customers can purchase products and services how they\u2019re comfortable. You\u2019ll increase their trust and ensure their business, as they might turn away even with items in their cart if their preferred payment method isn\u2019t accepted.<\/p>\n<p><a class=\"fasc-button fasc-size-medium fasc-type-flat fasc-rounded-medium ico-fa fasc-ico-before fa-arrow-circle-right\" style=\"background-color: #33809e; color: #ffffff;\" target=\"_blank\" rel=\"noopener\" href=\"https:\/\/www.engagebay.com\/blog\/ecommerce-in-house-support\/\">Read also: eCommerce In-house Support: Pros and Cons Explained<\/a><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Bottom_Line\"><\/span><span style=\"color: #339966;\"><strong>Bottom Line<\/strong><\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>eCommerce companies must meet audience expectations to <a href=\"https:\/\/www.engagebay.com\/blog\/marketing-qualified-leads\/\">convert leads<\/a>, build trust and loyalty, and retain long-term customers.<\/p>\n<p>Understanding your audience\u2019s needs, increasing trust through transparency, retaining product\/service consistency, and improving your eCommerce customer service will keep your business on the cutting edge of what your customers want.<\/p>\n<p>For marketing your eCommerce business, try some of the <a href=\"https:\/\/www.engagebay.com\/marketing\/marketing-automation\">automation tools EngageBay<\/a> has for free.<\/p>\n\r\n            <script>\r\n                var EhAPI = EhAPI || {}; \r\n                EhAPI.after_load = function() {\r\n                    EhAPI.set_account('ktb76s1540fl2hnhbqnrtd2npb', 'our');\r\n                    EhAPI.execute('rules');\r\n                };\r\n                (function(d, s, f) {\r\n                    var sc = document.createElement(s);\r\n                    sc.type = 'text\/javascript';\r\n                    sc.async = true;\r\n                    sc.src = f;\r\n                    var m = document.getElementsByTagName(s)[0];\r\n                    m.parentNode.insertBefore(sc, m);   \r\n                })(document, 'script', '\/\/d2p078bqz5urf7.cloudfront.net\/jsapi\/ehform.js');\r\n            <\/script>\r\n            <script>\r\n                function waitForEhForms() {\r\n                    const interval = 100; \/\/ Check every 100ms\r\n                    const checkAndLoad = () => {\r\n                        const params = new URLSearchParams(window.location.search);\r\n                        const elementorPreviewParam = params.get('elementor-preview');\r\n                        if (elementorPreviewParam && typeof EhForms !== 'undefined' && typeof EhForms.loadForms === 'function') {\r\n                            EhForms.loadForms();\r\n                            console.log('EhForms.loadForms() called successfully.');\r\n                        } else {\r\n                            setTimeout(checkAndLoad, interval);\r\n                        }\r\n                    };\r\n                    checkAndLoad();\r\n                }\r\n                \/\/ Call the function\r\n                waitForEhForms();\r\n            <\/script>\r\n        <div class='engage-hub-form-embed' id='eh_form_6268678992035840' data-id='6268678992035840'><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Customer expectations go a long way toward shaping an eCommerce business. 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