5 ways to reimagine the customer experience to help drive online conversions

World digital transformation has shoppers flocking to the internet, with 40% shopping online more and in stores less.¹ Online shopping seems poised to endure and grow, creating opportunities to rethink the end-to-end customer experience.

#1 Message financing options early and often

Offering BNPL options can help attract new customers, increase cart sizes, and boost brand loyalty.

U.S. BNPL lending is estimated to surpass $100 billion by 2024, a 3,200% increase since 2019.²

• 80% agreed that seeing a BNPL message while shopping online gave them the ability to spend more.³

#2 Make primary CTA buttons prominent

Consumers expect quick, easy, and intuitive shopping experiences. Place CTA buttons front and center to help shoppers check out quickly. Plus, prominent CTA buttons are much easier to find on small mobile screens.

• Increase the size and contrast of CTAs to help boost conversion rates by as much as 3%.⁴

#3 Highlight free shipping upfront

Customers want and expect free shipping - so message free shipping early in the shopping journey. Minimum free shipping thresholds and reminders at checkout can also help boost AOV through extra purchases.

• 75% of online shoppers surveyed expect free shipping on their orders, even when spending less than $50.⁵

#4 Curate the right cross-sells to help increase AOV

It’s important to attract new shoppers, but you can help boost AOV from customers already checking out. Successful cross-sells complement the items being purchased, and are relatively lower cost.

• Place related products on the cart page to help increase AOV.

#5 Eliminate gated checkouts that require account creation

Wait to capture email addresses until further downstream. When shoppers reach the shipping page, they’re invested and expect to share that information, especially to track their orders.

• 24% of shoppers surveyed stated they’ll abandon their carts when forced to create an account at the start of the checkout process.⁶

Great ecommerce experiences are a differentiator in today’s increasingly digital shopping environment. Adopting these best practices can help curb cart abandonment, improve conversion rates, increase cart sizes, and boost customer loyalty. It’s a win-win for consumers and merchants. Now’s the time to optimize the customer experience and accelerate your growth.

Download the infographic for key insights and takeaways.