Survey Reveals That UGC Can Drive Improved Trust and Loyalty for eCommerce Brands

People’s buying habits have shifted considerably for the reason that begin of the pandemic, leaving many manufacturers scrambling to find out one of the best methods to seize customers’ consideration, and flip browsers into consumers on their eCommerce websites.
But have the results of 2020 completely impacted how individuals uncover, store and have interaction with the skin world? And what implications will these shifts in shopper developments have for the upcoming vacation season and past?
A brand new information report from Stackla presents perception into these questions, and reveals that not solely are surges in on-line buying right here to remain, but in addition, that at the moment’s customers need manufacturers to offer them with extra genuine, customized buying experiences.

The survey of greater than 2,000 customers discovered that 83% of individuals consider retailers want to offer extra genuine buying experiences, and 70% say it’s necessary for manufacturers to offer them with customized experiences.
Here’s a have a look at a few of the key findings:
UGC presents the authenticity and personalization customers search
Despite the quantity of finances manufacturers allocate towards skilled pictures and influencer advertising nowadays, solely 19% of customers discover brand-created content material to be genuine, and a mere 10% say influencer content material resonates as genuine with them. 

The majority of respondents indicated that user-generated content material (UGC) resonates as most genuine, with almost 80% saying UGC extremely impacts their buying choices, making it 8.7x extra impactful than influencer content material, and 6.6x extra influential than branded content material in customers’ eyes​.
And in keeping with web shoppers, the worldwide pandemic has solely served to amplify the affect of UGC. In reality, 56% of customers say they’re extra influenced by social media pictures and movies when on-line buying now than they have been earlier than the pandemic.

With on-line buying, individuals can’t bodily see, contact or strive on the objects they’re contemplating. They need to understand how a jacket suits on somebody with the same physique kind​, what that shade of lipstick appears to be like like on somebody with their pores and skin tone, ​or how a lot house a sofa takes up in a lounge that has related dimensions to theirs. UGC presents individuals an unvarnished, and trusted, third-party view on these unknown components, serving to to convey merchandise to life for them in ways in which really feel actual and related. 
When requested, 72% of customers stated that actual buyer pictures and movies are the content material they most need to see on eCommerce websites. Furthermore, 80% stated they might be extra more likely to buy a product from a web based retailer if its web site had pictures and movies from actual prospects.
Just how necessary is UGC to at the moment’s web shoppers?
Important sufficient that 64% of Gen Z, and 60% of Millennials, indicated that they’ve left an eCommerce retailer with out buying as a result of the positioning didn’t embody buyer pictures or critiques.

The message from customers is obvious: the presence or lack of UGC could make or break manufacturers, particularly as we head into the vacation season.

Consumers need to play an energetic function in creating the manufacturers they love
User-generated content material is ample sufficient to scale throughout a number of advertising initiatives, and constantly feed manufacturers’ evergreen want for recent content material. Plus, utilizing buyer content material to market to different individuals doubles as a fantastic buyer loyalty technique. 
Not solely are most individuals keen to provide manufacturers permission to make use of their pictures in change for being featured of their advertising efforts, however at the moment’s customers are literally wanting to act as content material creators for their favourite manufacturers.
Over 60% of customers say they might be extra loyal to, and probably to purchase from a model that invited them to affix a buyer advocacy group to actively assist it create extra UGC for the model.

In quick, manufacturers that place UGC on the coronary heart of their on-line experiences will probably be rewarded by consumers.
As such, manufacturers that need to keep forward of the competitors want to start out strategically utilizing UGC to create the genuine commerce experiences at the moment’s consumers crave. Those that do can increase each gross sales and belief, whereas additionally forming extra significant connections with prospects. 
You can learn Stackla’s full ‘Post-Pandemic Shifts in Consumer Shopping Habits’ report right here.

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About the Author: Amanda