With peak season fast approaching, Tryzens Global explores how customer experience (CX) and conversion rate optimization (CRO) can maximize success during the critical trading period. 

As you head into peak, businesses need to work out: 

• What are the needs of your customers?  

• What are they expecting? 

• And how are they going to behave? 

In this video, our Head of CX, Aimée Hart, discusses strategies that focus on enhancing user experience and optimizing performance to increase customer engagement and ROI. 

With peak season contributing up to 40% of annual revenue for many businesses, Aimée highlights the importance of understanding changes in customer behavior. Key insights include: 

Mobile and social 

With 70-80% of traffic coming from mobile devices, especially via social ads, brands should tailor their strategies to engage these users effectively. New users landing on deeper pages, such as PDPs, need content that answers essential questions about the brand and its offerings. 

End-to-end experience 

Emphasizing the complete customer journey is crucial. From packaging to return policies, maintaining a seamless and engaging experience beyond purchase can enhance customer satisfaction and drive brand loyalty. 

Optimize the post-purchase experience; a memorable unboxing experience or thoughtful packaging can be a differentiator, helping to improve LTV and repeat purchase rates. 

Inclusivity 

Address user diversity through inclusive content and optimize media to help overcome sensory barriers and enhance product understanding. Video content provides customers with a better grasp of product details and can differentiate brands from competitors. 

Data and usability testing 

Conducting usability tests and gathering attitudinal insights complements data analytics, providing a holistic view of customer expectations and behavior. Heat mapping and scroll tracking tools can help visualize user engagement and identify areas for improvement. 

Experimentation and testing 

For businesses willing to test during peak, leveraging social proofing and understanding market-specific reactions to messages can offer valuable insights. Testing returns policy changes can help businesses understand their impact on key metrics. 

By focusing on these strategies, businesses can effectively navigate peak season, optimizing customer experiences and maximizing revenue potential. 

If you have doubts about your current peak season strategy, or want to sound out your own peak period hypotheses, get in touch with Aimée and the rest of our CX and CRO teams. If you want to watch part one of this video, you can find it here.

Contact Tryzens Global.