Report Highlights e-Commerce as Key to Unlocking Revenue


Emma Okonji

A recent report conducted by Visa Consulting and Analytics (VCA), titled ‘Accelerating the Shift to e-Commerce’, has predicted that small businesses are likely to have an immediate advantage in the e-Commerce marketplace, since they have the capacity to provide easy access to information, frictionless payments, a simple returns policy, and personalised shopping options.

The report explained that 81 per cent of customers that were surveyed, indicated they are willing to pay more for a good customer experience.

While analysing the report, Vice President, Visa West Africa, Kemi Okusanya, said: “Small and Medium-sized Businesses (SMBs) that leverage e-Commerce solutions, which provide excellent online shopping experience for consumers, have the opportunity to benefit from high spend periods like Black Friday and the coming festive season compared to businesses who have not mastered the importance of holistic back-end design of the customer journey.”

The move to increase online shopping comes on the back of most retailers driving their customers online due to different lockdown restrictions that affected in store foot traffic, Okusanya added.
The Visa’s COVID-19 Impact Tracker released earlier this year showed that up to 68 per cent of consumers were going to grocery stores less often. As the retail sector looks to driving recovery, the approach to periods like Black Friday has also evolved and further necessitated safer, better online payment experiences.

“The impact of a bad payment experience can be devastating. When a shopper abandons an online shopping cart due to checkout friction, the data shows that 67 per cent end up leaving for a competitor or never complete the purchase anywhere, and 59 per cent say they are less likely to shop with that same retailer again,” Okusanya added.

The report highlighted how the payment experience was a critical touch-point – a part of the customer journey, which requires special attention.

“Each time a potential customer reaches the checkout page, they have a moment to reflect on whether the effort needed to make the payment is equal to the value they get from their purchase. To win prospective and repeat customers, SMBs need to have a digital presence during the discovery and evaluation stages of the customer shopping journey,” the report added.

“Digital payments provide a convenient and secure way to pay for customers. For businesses, they reduce the friction arising from handling money, limit customer queuing, grow their customer base as a result of enhanced experience and eventually improve sales and profitability. As online shopping becomes the norm for consumers and businesses continue on the road to economic recovery, digital payment and in particular frictionless e-commerce experiences, will become a competitive advantage for small businesses,” Okusanya said.