Home goods are often a buyer’s biggest investment. Luckily, there are plenty of options to get splurge-worthy decor at an affordable price.
Look to stores with savvy shipping services, generous return policies and money-saving browser extensions to score deals on items you can’t test in-store. And remember one-of-a-kind spots.
Price
Home goods can be a bit pricey, so consumers want to know what they’re getting into before they click “Buy.” They also wish pricing access to facilitate comparison shopping and ratings/reviews. Shoppers also value add-on services like assembly or design, providing retailers incremental revenue opportunities.
A robust selection and competitive pricing are important to online conversion for this category, with 41% of shoppers reporting that they’ve used their mobile devices to research and purchase home goods and furniture. Others find discount coupons like a Wayfair promo code through websites offering discounts at various shops and businesses. This is especially true for millennials, who are more likely to buy on their phone than older generations.
Shops have a devoted following with a loyal base of bargain hunters. Whether scouring the store IRL or perusing its new online shop, shoppers always look for tips and tricks to save. For example, TikToker Nicolethefreespirit recently shared a video explaining that you can often find discounts on home goods items by looking for small numbers on the price tag. These numbers represent restocking days, which vary by location and product. Knowing these dates, you can plan your shopping trips accordingly.
Quality
Quality is a complex concept with many definitions depending on the stakeholder’s perspective. In a business context, quality is the degree to which products meet customer requirements and specifications. Specifically, quality means freedom from deficiencies such as defects or problems that negatively affect customer satisfaction. For example, a good quality car would have low repair and maintenance costs, fewer customer recalls or complaints, and a long life cycle.
Purchasing home goods online offers various options, from the latest home decor to items that support sustainable practices and preserve traditional craftsmanship. For instance, The e-commerce website offers ethically sourced home goods worldwide. Its founders, passionate about travel and art, wanted to connect consumers with beautiful handmade goods that support fair labor practices and promote global cultural preservation.
Online shoppers value strong product information and merchandising when buying home goods. They also seek content that educates and inspires them. Featured products with recommendations, videos and how-to guides resonate most with online buyers. In addition, pricing reviews and comparison tools are important.
Customer Service
While providing great products and prices is important, ensuring top-notch customer service is equally as critical. Consumers stay loyal to brands that deliver a great customer experience and will often spend more money with them.
Customer service encompasses everything a brand does to assist a customer before, during and after purchasing their product. This can range from answering a question via social media to greeting a customer in-store. It also includes providing a seamless return process and ensuring customers are happy with the purchased product.
To deliver exceptional customer service, retailers must understand their target audience and what matters to them. In particular, they must focus on meeting customer needs such as friendliness, empathy, fairness and control. This information helps agents provide more personalized solutions and reduces time spent on simple requests. This is achievable by putting customer context at their fingertips via a streamlined UI design and automated self-serve options. This enables agents to provide fast and accurate answers without repeatedly asking the customer for the details.
Delivery Time
Home goods retailers are working hard to offer fast and reliable shipping options. For example, some stores offer delivery services within one day to help customers get their new home decor in time for the holidays.
Online shoppers value product information and tools that guide their purchasing decisions, especially when shopping for home goods. Specifically, pricing reviews and comparisons rank as important features. Other helpful tools include educational content such as how-to guides and videos. These are ranked as important by 34% of online buyers.
A little-known secret: some home goods stores restock their merchandise on certain days of the week. According to Reddit user, if you see something you love at preferred shops, ask the store when they are restocking, and you may be able to score the same item.
Another secret: many home goods stores will put a single item on hold for you if you’re deliberating. This way, you can take measurements and rethink or reassess your decision before purchasing. This is especially useful for large furniture and appliances like washers, dryers and refrigerators.
Return Policy
From a strict 14-day return policy to a generous 365-day turnaround, most retailers offer some form of a return or refund policy for their customers. A fair return policy is important for building trust between your business and your customers and can also help increase conversion rates.
Regarding home goods, shoppers want a clear and easy returns process to make the purchase decision. A consumer survey found that 95% of customers with a positive return experience would shop with the same retailer again.
To provide clarity and ease for your customers, include a clearly-written returns and refunds policy on all your payment screens and checkout pages. This includes linking your return policy to other policies like shipping, privacy, and terms and conditions. It’s also common for businesses to have these policies in a FAQ page, help center, or privacy agreement section of their website and app. Providing these resources to your customers can alleviate any confusion and stress and help to prevent future customer complaints and disputes.
