How to Manage a Sustainable eCommerce Strategy After the Pandemic
DK Hardware, online home improvement retail company, presents six reasons why it is essential to professionally manage an eCommerce platform, so that your business or entrepreneurship is consolidated according to the unwritten rules of the digital economy.
Understanding that the digital economy will continue to be one of the main economic engines in the post-COVID-19 stage, it is essential to ensure our business opportunities in the medium term. However, to achieve the previous, the development of skills to capitalize on it, as well as to face the challenges it entails, is key.
In the last quarter of 2020, the growth of eCommerce globally has been more than exponential. According to Statista, retail platforms have undergone a six percent global traffic increase between January and March 2020. Overall, retail websites generated 14.34 billion visits in March 2020, up from 12.81 billion global visits in January 2020. This is of course due to the global coronavirus pandemic which has forced millions of people to stay at home in order to stop the spread of the virus. How to continue with that sustainable success? DK Hardware shares six key thoughts.
1. Maximize investment. Digital commerce will be the area that will receive the most investment in the coming months (and therefore the most competitive), and these resources should be managed in an efficient and optimized way, since the sales process will be impacted from the pre-sale, the transaction, the after-sales, as well as the service and the customer experience.
2. The relationship with the client evolves. Customer consumption habits have changed and during the process e-commerce has won thousands of new consumers, so the evolution of online commerce management should represent an opportunity to resume direct relationships with consumers. Direct to consumer (D2C) solutions, such as CRMs, applications, custom quotes based on customer needs in regards to volume or project, and communication APIs will be unstoppable in the coming months, and you must understand what they are, how they work and what advantages they can bring to your project.
During the contingency, empathy and transparency played a leading role in customer service, and service was prioritized over sales. Learning to keep our commitments and manage the true needs of consumers in our favor will position us positively, and digitization will be a perfect ally to strengthen these new parameters and deliver true added value to our business or entrepreneurship.
3. New technologies in support of a contact-less society: Concepts such as voice assistants, advanced analytics, artificial intelligence, augmented reality, mobile communication applications, omnichannel platforms, the Internet of Things, robotics and big data in real time, will be variables that must be included in the eCommerce strategy, and we must learn what are the advantages of each of these technologies to capitalize them according to our market segment, since it is intuited that the newly acquired habits will detonate in new needs and demands.
4. A new dimension of social commerce. Social networks are part of the daily life of consumers, and the growth in the use of these platforms during the pandemic has increased the relevance of the exchange of opinions, preferences, and recommendations, around brands, products, and services. The implementation of data analysis tools in real time, for example, that allow measuring customer sentiment, will be very suitable for the development of communication strategies and efficiency of digital campaigns, as well as an adequate conversion of sales interactions.
5. Logistics efficiency. Although the growth of eCommerce has become a great advantage, it also has challenges that are transforming the established foundations. If online sales have suffered from anything during this contingency, it is the lack of infrastructure and logistics to speed up the arrival of the product in the hands of the customer. Learning to digitize and automate delivery and delivery routes in the most efficient way for the good performance of our business is something that greater investment in digital training allows.
6. Care of personal data. The greater the demand, the greater the security gaps. Understanding the relevance, design and management of robust cybersecurity systems, authentication, and protection of personal data will transform in consumer trust and loyalty.
After the rapid evolution of eCommerce, we are obliged to evolve. Only change is guaranteed, and we must demand a perfect rhythm to do it. Training will always be the most important ally for adaptation and the creation of firm, robust, viable and disruptive projects. We do not see a better time than this to add true professionalism to eCommerce strategies, acquire leadership of transformation and thus achieve a new generation of businesses that face the demanding and competitive future.
Featured in the Best Online Shops 2020 – Newsweek, DK Hardware is one of the largest online home improvement retailers for a variety of hardware manufacturers all over the United States and Canada.