Customer experience is the customer’s perception of their interactions with your business, including a customer’s perceptions of people, processes, and products. It is a complex construct that can measure the customer’s overall experience or interactions with individual touchpoints.
Customer experience aims to deliver an excellent experience to your customers, so they will get what they want and convert them into loyal advocates of your brand. The same holds for an E-commerce customer experience.
Customer experience creates a connection between you and your customers. If you provide a great experience, customers will engage with your brand. That means creating values through other ways, not just through what your propositions are
E-commerce CX is important because it has a measurable impact on your business. Different customer segments (industries, channels, etc.) interact with your website via different touchpoints. The quality of these interactions impacts their purchase decisions.
Several studies on eCommerce CX show that negative experiences can even impact a customer’s purchase intent. How your customers perceive and interact with your website directly impacts your business. This is why eCommerce CX is so vital to your success.
How To Boost Ecommerce Customer Experience?
1. Personalize customer experiences
Providing personalized experiences is the most effective way to improve the eCommerce customer experience. Personalization helps improve both brand loyalty and repeat purchases. First, however, it’s essential to be clear about what you mean by personalization.
Suppose you provide a different homepage for every customer and even a separate web page for customers who have previously visited your store. In that case, your efforts at personalization are unlikely to be successful.
Instead, you can quickly achieve CX success by providing customers with the information they need during specific moments of their online experience.
Suppose you can personalize content based on a customer’s specific interests. In that case, you can provide them with a personalized experience that feels natural. Then, when your customers interact with your website and think that it was created for them, they will be more likely to establish an emotional connection with your brand.
This is important because of the relationship between emotion and conversion. The emotional engagement has been found to have a direct impact on the bottom line of eCommerce businesses.
2. Provide speedy solutions to customers
Speed is an indispensable component of customer experience. Many studies have shown that websites with slow loading times have a weaker CX. The same concept applies to your business, as ultimately, website speed impacts conversions and customer loyalty.
If you provide the correct information at the right time during customer interactions, you can avoid frustrating your customers and make their experience of yours more positive. So don’t make them wait—make it fast!
You can quickly improve the perceived speed of your website by removing unnecessary “friction” points in the customer experience. By providing customers with the correct information, you can simplify the ordering process and avoid being one more step in their purchase.
3. Share consistent information across all customer touchpoints
Inconsistent product descriptions on different touchpoints are another common issue in eCommerce customer experience. The fact that other online channels use different terminology is understandable.
However, providing the same product in different ways on various media and customers who arrive at your business through these channels can dramatically hurt your CX. This can happen even if the inconsistency is unintentional.
You can avoid this problem by ensuring that you provide consistent product descriptions across all touchpoints. The same product information is provided to customers at your store, your website, and any marketing materials you use to drive your business growth.
If you show up on the customer’s radar through advertising, provide consistent information about products so you can start experiencing eCommerce successes even if customers don’t arrive through your website.
4. Offer self-service options
Customer service is one of the most critical aspects of customer experience. If your customers are stuck, frustrated, or have a question, they will reach out to you. However, if they perceive your customer service to be slow, unresponsive, or unsympathetic, their perception of your business will suffer. This means that you need to provide customers with self-service options so they can find what they need independently and resolve issues on their own.
You can even encourage customers to be proactive by providing them with a self-service portal and resources for the same Though this won’t eliminate the need for you to provide your customers with quality customer service, it can help reduce the number of support requests you receive.
5. Take customer feedback to improve experiences
The final way to improve eCommerce CX is to listen to customer feedback and implement changes based on it. Customer feedback can help you improve your customer experience in a variety of ways, including:
- Identifying areas for improvement
- Improving existing features or adding new features
- Generating data that are crucial for decision-making
The customer experience survey is an essential part of your website. Use it as a diagnostic tool that provides actionable insights about every interaction with customers. In addition, it’s a great tool to help you improve your eCommerce CX.
Creating an eCommerce customer experience management strategy that will drive your business forward is not easy. However, it’s important to remember that the key to a great customer experience is your customers’ perception of your website and its interactions.
The customer experience survey is a powerful diagnostic tool that can help you identify areas for improvement in your website and turn them into opportunities to improve customer interactions. This can ultimately improve your conversion rates and performance.
How you treat your customers can have a significant impact on your business. In the end, eCommerce customer experience is all about delivering an excellent experience to customers, so they will get what they want and become loyal advocates of your brand. So don’t lose out on new growth opportunities—improve your eCommerce CX now!