Why Customer Experience Matters in Ecommerce
In today's competitive ecommerce landscape, providing a positive customer experience can be the difference between a one-time sale and a long-term customer. In fact, a study by Forrester found that customer experience is the leading brand differentiator, with 89% of consumers stating that they would switch to a competitor after a poor customer experience.
So, what exactly is customer experience, and how can you improve it in the ecommerce context? Customer experience refers to the overall feelings and perceptions that customers have when interacting with your brand, from the moment they first discover your products to post-purchase follow-up. It includes elements such as website design and navigation, product presentation, customer service, and delivery and returns.
Here are a few ways to improve customer experience in ecommerce:
Make it easy to find what they're looking for: Customers should be able to easily find the products they are searching for on your website, and have a clear understanding of what they are purchasing. This includes having clear product descriptions, high-quality product images, and customer reviews.
Offer fast and reliable shipping: Customers expect fast and reliable shipping, and a slow or unreliable shipping process can lead to customer frustration and lost sales. Consider offering multiple shipping options, including expedited shipping, and make sure to accurately communicate shipping times and costs.
Provide excellent customer service: Customers should be able to easily get in touch with your business if they have any questions or concerns. This includes having a clear and easy-to-use contact form, as well as offering live chat and phone support.
Make it easy for customers to return or exchange products: No one likes the hassle of returning or exchanging products, so make the process as seamless as possible for your customers. Offer clear return and exchange policies, and make it easy for customers to initiate a return or exchange through your website or customer service channels.
By focusing on customer experience, you can improve customer satisfaction, build brand loyalty, and ultimately drive sales. A study by Adobe found that businesses that prioritize customer experience see an average of 36% higher customer retention rates and 38% higher sales growth.
As a business leader, it's important to regularly review and assess your customer experience strategy to ensure that you are meeting the needs and expectations of your customers. This may involve making updates to your website or customer service channels, or implementing new technologies or processes to improve the customer experience.
Seven-Nine Group is a business consulting agency with over 40+ years of experience in retail, ecommerce, and business leadership. We can help you assess and optimize your customer experience strategy, as well as develop a plan for long-term success. Contact us today to learn more about how we can help your business excel in the ecommerce space.
