Customer Experience in the e-Commerce World: Why It Matters

As the world seems to get smaller due to increased connectivity, customers are now more demanding when dealing with businesses, especially online. Regardless of the type of industry you are in, the market cannot take anything less than stellar service anymore, every single time.

That said, it is more important than ever for e-commerce businesses to place the customer experience at the forefront of their growth strategy. Companies that offer innovative solutions, such as ServiceNow implementation services, exist to assist businesses of any size. The goal is to ensure that every person who visits a website either converts to a sale or steps out happy and excited to come back.

Why does it matter to e-commerce? Simple; it drives sales. If you want to generate repeat business and a positive reputation for your online brand, you will need to invest in the right CX tools and methods to please your customers. Technology is your best ally in ensuring that all potential clients are tapped and served, and all possible growth opportunities are explored.

It’s cheaper to keep existing customers than to find new ones

One thing marketers get wrong about online business is that they focus too much on getting new clients, instead of trying to keep their current ones happy. Many think that because a client is already a part of your database, it’s not likely that he or she will leave. However, studies revealed that customers who are attached to a certain brand can bring 23% more revenue than the typical client. A positive CX strategy will ensure that you earn a customer’s trust and loyalty, and keep it for as long as possible.

Seamless CX equates to higher client satisfaction

man shopping online

By improving your service delivery systems and customer experience at each touchpoint, you stand to boost your profit by as much as 15%. Optimizing key areas of service will help reduce the cost of providing customer service by as much as 20%, but that’s not all there is to it. You can improve the customer journey even more by understanding what makes your customers happy and doing everything feasible to keep them that way for a long time. Trust and loyalty are difficult to earn, especially for an online business, and providing great CX is one foot in the door.

CX separates you from your competition

In a saturated market, the best way for your business to stand out is to provide stellar service in a way that your competitors do not. Recent customer experience studies predict that in the next years, people will prioritize customer experience over product price in their buying decisions. As the Internet world has shifted the focus to the consumers more than the brand, this change in business strategy is expected. It doesn’t matter what industry you belong to; if you provide a positive experience to your clients, you will be seen as more valuable than others in your market.

Overall, when your customer is happy not just with your product but the entire journey of spotting it, asking about it, and acquiring it, you create more than a loyal client. You build a solid relationship with your customer, who now becomes your partner is getting your brand known to more people in the community. The best marketing strategy is the one you get for free by creating brand evangelists or ambassadors out of your delighted customers. Setting the right technology in place to ensure that no stone is left unturned in providing happiness is key.