Franklin D Roosevelt wisely said: “We cannot always build the future for the youth, but we can build our youth
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Today, a growing number of people around the world can easily access low cost, life-changing digital tools, products and services. What are the key components behind the current trajectory and which trends are driving the momentum?
If online shopping continues to grow as it did in 2020 (it will!), fierce competition will grow in line. Last year, South African ecommerce got its biggest boost yet as a result of the pandemic and the ensuing lockdowns which drove more people online in search of goods of services. According to a recent Google study of South African consumer behaviours, thirty five percent of all consumers now have shopping apps installed on their phone (up from 30% in 2019). Even though apps are a proven method of capturing customer loyalty, on the Internet there are many other factors that can influence customers one way or the other. To prosper online, businesses must remain steps ahead on several fronts including: the customer journey, trust signals, customer service, online security and payments to name just a few.
The ubiquity of smartphones has forced businesses to think differently about how to adapt the shopping experience. In 2021, most businesses recognise and understand the importance of smaller screens in an e-commerce strategy. However, simply being ‘mobile friendly’ or ‘having an app’ is missing the essence of the trend. Ensuring the entire customer experience and product delivery follow through is attuned with today’s consumer, is paramount. Payments, or how people pay for your goods and services online, is an opportunity for any e-tailer to shine. Providing facilities to transact securely and seamlessly is a key differentiator in how consumers choose their preferred e-commerce player. Cash, credit cards, debit cards, EFT, you name it; there are many ways to pay. In South Africa, where many citizens are unbanked, there are opportunities to cater for these nuances through ‘pay-in-store’ options and strategic partnerships.