Customer experience Impacts On Your Brand – In the context of e-commerce business and online retail stores, customer experience refers to how a brand manages to engage its customers across the web.
Customer experience or CX describes a customer’s perception of how a company interacts with them, and vice versa. Whether it’s in-store, through mobile, or web, this perception is the driving factor that affects customer behavior. It builds brand memories and encourages brand loyalty.
Think of CX as the “fingerprints” you leave on your customers. Every step of the journey— from the first impression to repeat purchases—is essential. Hence, businesses should evaluate every touchpoint of consumers who shop with you.
Pleasant experiences encourage better revenue, positive reviews, and lifelong customers. By contrast, a poor customer experience leads to the opposite.
Basically, if customers love interacting with you, they’ll recommend you to others and stay with you longer. In many cases, customer loyalty can actually last generations, or for the life of the brand, itself.
Takeaway: The best form of marketing money can buy in the e-commerce business is a customer who is willing to promote your business for free.
Why is customer experience a buzzword in e-commerce?
These recent stats and predictions shed some light on the question.
- 86% of consumers are willing to pay more for improved customer experience.
- 49% of shoppers made impulse buys after personalized experiences.
- 40% of data analytics projects will relate to customer experience by 2020.
When it comes to providing a superior customer experience, “people” and “product” are the main drivers. Obviously, your visitors should be impressed by how your product performs. But customers should also be delighted by your customer support agents, should they seek their help.