Every business concludes that customer experience is one of the most important factors that affect how customers react, and so are E-commerce businesses. In the context of E-commerce, customer experiences are defined as how the business interacts with customers using the E-commerce platform and vice versa.
Since customer experience is so crucial for businesses, how do we enhance the customer experience in E-Commerce? Here you will find out 5 different ways:
1. Focus on Mobile Experience
There’s around 67 percent of people in the world using mobile phones, so creating greater experience in mobile-commerce(m-commerce) benefits the business. One tip, you should reduce your website load time as low as possible to prevent potential customers from bouncing to the competitor’s website.
2. Satisfy Customers at All Touchpoint
Still, some customers still prefer brick-and-mortar type of transactions, it makes them feel safer. So, while focusing on mobile experiences, you should include information about the actual store if you do have one. By integrating both digital and traditional touchpoints will achieve a better reach of customers in multiple segments.
3. Provide Personalization and Loyalty Programs to Customer
Everyone enjoys personalized experiences, but getting most data from the customers’ browsing history can be invasive sometimes, so we should use predictive selling methods more often to make customers feel at ease. Additionally, loyalty programs encourage customers to make more purchases, as they could get other benefits out of it.
4. Inquire and Improve on Employee Experience
Getting information from employees through surveys is favorable for the business, this is to gather more information about the business process. Other than that, sending employees personalized messages from the intranet system can boost their engagement with the customer. With two of the methods, we could gain insight into the customer experience.
5. Make Business More Transparent
Clarify what you charge money on customers transparently, so it’ll improve customers’ credibility towards your business. We should advise the customer to improve the security of their account, data security should be the main concern of E-commerce transactions so that it could prevent cyber attackers from stealing the data from the customer.
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