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An innovative product isn’t enough to survive or thrive in ecommerce—you need more than that!
You cannot rely on product quality alone to attract, engage, and retain your customers. By today’s standards, it's much more important to deliver a stellar experience to online shoppers that sets you apart from the competition, meets customer expectations, and drives ecommerce growth.
In this blog, you’ll learn what is customer experience, how customer experience impacts an ecommerce business, and how ecommerce sellers can enhance customer experience.
Customer Experience (CX) consists of all the touch-points and feelings your customers go through when interacting with your business. It focuses on the relationship between your business and your customers.
It includes all the buyer journey steps, from the moment customers learn about your brand, make a purchase from you, to the interactions after making a purchase.
Now that you know what customer experience entails, let's see why ecommerce sellers should invest in customer experience.
According to a research by Oracle demonstrates the following:
Furthermore, a research by Dimension Data on customer experience found the following:
As an ecommerce business, your online store is where your entire ecommerce customer experience begins and ends. It’s where you will be judged for every imperfection and any mistake or slightest of inconvenience can lead to loss of potential sale or shopping cart abandonment.
Here’s what you need to do in order to enhance customer experience and bag each and every sale:
The ecommerce shopping cart conversion rates drop by 7% for every one-second delay in your page loading.
Customers are more likely to get frustrated if the checkout process is complicated or time-consuming.
Here’s what you need to do in order to enhance customer experience during the checkout process:
80% of customers are more likely to make a purchase when brands offer personalised experiences. This means you can collect user data and display products according to their preferences.
Here's what you need to do in order to enhance customer experience with personalisation:
Your customers can experience any sort of confusion during their online purchase journey. So it's better to solve their problems or ease their concerns right away.
Here’s what you need to do in order to enhance customer experience via excellent customer support:
Free and fast shipping is a standard service that customers expect from ecommerce brands. This means, you need to delight your customer with your shipping capabilities.
Here’s what you need to do in order to enhance customer experience with an incredible shipping policy:
Returns are the inevitable part of running an ecommerce business but, there's a way to use returns to your advantage. To manage returns effectively, you must ensure a simple and convenient returns process for your customers. This way, you can keep your customers coming back for more.
Here’s what you need to do in order to enhance customer experience with hassle-free returns:
Your product page is your one shot at convincing online shoppers that your product is the one they need to buy. Moreover, your customers must understand the benefits of purchasing your product and have a clear idea of what will actually arrive at their doorstep.
Here’s what you need to do in order to enhance customer experience with fantastic product pages:
Post-purchase experience is the key to customer experience that drives loyalty. It is an essential touch-point where your ecommerce brand can leave a memorable impression on your customers.
Here’s what you need to do in order to enhance customer experience by delivering a great post-purchase experience:
With Eshopbox, you can delight your customers by delivering an incredible post-purchase experience with a self-service portal. Your customers can track their orders in real-time as well as initiate returns and exchanges effortlessly. By empowering your customers with complete visibility of their orders and hassle-free options, you can enhance the customer experience significantly.
While it’s hard to quantify the shopping experience you’re offering. You can still measure customer satisfaction with a valuable metric, the Net Promoter Score (NPS).
It will help you understand your customer’s perspective on your offerings, service, and business as a whole. By using this customer satisfaction survey (CSAT), you’ll be able to know how likely your customers are to recommend your brand to others.
The importance of a great customer experience to an ecommerce business is immense. It can create or destroy sales as well as it can determine future sales. The experience you create must be convenient, but it also needs to be an immersive and inspiring adventure that will keep customers coming back for repeated purchases. By focusing on customer experience and delighting your customers, you can expect to see a boost in customer lifetime value, brand equity, and ultimately revenue.