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

Individuals’s purchasing habits have shifted considerably for the reason that begin of the pandemic, leaving many manufacturers scrambling to find out the perfect methods to seize customers’ consideration, and switch browsers into consumers on their eCommerce websites.

However have the consequences of 2020 completely impacted how folks uncover, store and have interaction with the surface world? And what implications will these shifts in client developments have for the upcoming vacation season and past?

A brand new knowledge report from Stackla affords perception into these questions, and divulges that not solely are surges in on-line purchasing right here to remain, but in addition, that right this moment’s customers need manufacturers to supply them with extra genuine, personalised purchasing experiences.

The survey of greater than 2,000 customers discovered that 83% of individuals consider retailers want to supply extra genuine purchasing experiences, and 70% say it’s necessary for manufacturers to supply them with personalised experiences.

Here is a take a look at among the key findings:

UGC affords the authenticity and personalization customers search

Regardless of the quantity of funds manufacturers allocate towards skilled images and influencer advertising and marketing lately, 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. 

Nearly all of respondents indicated that user-generated content material (UGC) resonates as most genuine, with practically 80% saying UGC extremely impacts their buying selections, making it 8.7x extra impactful than influencer content material, and 6.6x extra influential than branded content material in customers’ eyes​.

And in line with internet buyers, the worldwide pandemic has solely served to amplify the affect of UGC. The truth is, 56% of customers say they’re extra influenced by social media photos and movies when on-line purchasing now than they have been earlier than the pandemic.

With on-line purchasing, folks can’t bodily see, contact or attempt on the gadgets they’re contemplating. They need to understand how a jacket suits on somebody with an analogous physique sort​, what that shade of lipstick seems to be like on somebody with their pores and skin tone, ​or how a lot area a sofa takes up in a front room that has related dimensions to theirs. UGC affords folks an unvarnished, and trusted, third-party view on these unknown parts, serving to to deliver merchandise to life for them in ways in which really feel actual and related. 

When requested, 72% of customers mentioned that actual buyer pictures and movies are the content material they most need to see on eCommerce websites. Moreover, 80% mentioned they’d be extra more likely to buy a product from an internet retailer if its web site had pictures and movies from actual clients.

Simply how necessary is UGC to right this moment’s internet buyers?

Vital 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 location didn’t embrace 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.

Customers need to play an energetic position in creating the manufacturers they love

Person-generated content material is plentiful sufficient to scale throughout a number of advertising and marketing initiatives, and repeatedly feed manufacturers’ evergreen want for recent content material. Plus, utilizing buyer content material to market to different folks doubles as an ideal buyer loyalty technique. 

Not solely are most individuals keen to present manufacturers permission to make use of their pictures in change for being featured of their advertising and marketing efforts, however right this moment’s customers are literally desperate to act as content material creators for his or her favourite manufacturers.

Over 60% of customers say they’d be extra loyal to, and certain to purchase from a model that invited them to affix a buyer advocacy neighborhood to actively assist it create extra UGC for the model.

In brief, manufacturers that place UGC on the coronary heart of their on-line experiences shall be rewarded by buyers.

As such, manufacturers that need to keep forward of the competitors want to begin strategically utilizing UGC to create the genuine commerce experiences right this moment’s buyers crave. Those who do can enhance each gross sales and belief, whereas additionally forming extra significant connections with clients. 

You possibly can learn Stackla’s full ‘Put up-Pandemic Shifts in Shopper Purchasing Habits’ report right here.