What are three ways that you can help build a better consumer experience to drive action? Choose three.
Simplify the shopping experience by providing minimal information.
Offer an easy checkout process.
Provide relevant and up-to-date information, such as store address, hours, locations, and in-stock products.
Adopt a single channel experience (online only or offline only).
Let shoppers buy online and pick up in-store.
Explanation
To build a better consumer experience and drive action, a business must focus on creating a seamless, convenient, and informative journey for the shopper. This involves integrating online and offline channels and removing any potential barriers to purchase.
Analysis of Correct Answer(s)
- Provide relevant and up-to-date information: This is crucial for building trust and reducing customer friction. When shoppers have access to accurate details like store hours, locations, and real-time product availability, they can make confident purchasing decisions. This transparency prevents wasted trips and frustration, directly encouraging actions like a store visit or an online purchase.
- Let shoppers buy online and pick up in-store: This strategy, often called BOPIS (Buy Online, Pick Up In-Store), is a core component of a successful omnichannel experience. It offers customers the ultimate flexibility and convenience, combining the ease of online shopping with the immediacy of getting the product the same day, while also saving on shipping costs.
- Offer an easy checkout process: A complicated or lengthy checkout is a primary cause of cart abandonment. By simplifying this final step—for example, with guest checkout options, saved payment methods, and minimal form fields—you remove barriers and make it significantly more likely that a customer will complete their purchase.
Analysis of Incorrect Options
- Adopt a single channel experience (online only or offline only): This is counterproductive in modern retail. Customers expect a seamless omnichannel experience where they can interact with a brand across multiple touchpoints (e.g., research on mobile, buy on desktop, pick up in-store). Limiting them to a single channel creates an inconvenient and disconnected experience.
- Simplify the shopping experience by providing minimal information: While a simple design is good, providing minimal information is harmful. Customers need comprehensive details to feel confident in their purchase. Withholding key information about products, store policies, or availability creates uncertainty and is more likely to drive customers away than to drive action.