Customer Experience
AsiaOne: ADA Works With Omcom for Integrated Customer Support Management Solutions in SEA
The partnership will benefit e-commerce businesses by allowing them to manage chats and other customer support services across the different marketplaces in Southeast Asia
Oct 21, 2022
TechCrunch: Flipkart Taps Into Metaverse Shopping With the Launch of Flipverse
Flipkart introduces Flipverse, a metaverse offering for consumers to discover and shop new products more interactively online.
Oct 19, 2022
The Growth of Collection Points in Europe
In this report, you will find valuable insights on 3 key collection point markets in Europe, namely Belgium, the Netherlands and the United Kingdom.
Oct 19, 2022
Top Consumer Retail Trends to Look Out for This Peak Season
From omnichannel retail to the rise of the "experiential consumer", learn what you need to know to stay ahead of the curve this peak season.
Sep 22, 2022
Meta & Bain: The Evolution of Digital Adoption by Consumers in Southeast Asia
Check out our key findings from Meta and Bain & Company's latest report covering the evolution of digital adoption by consumers in Southeast Asia.
Sep 19, 2022
Top Customer Retention Strategies for 2022
We have compiled a list of the best customer retention strategies that e-commerce companies nowadays are using to inspire customer loyalty.
Sep 13, 2022
Guest Post: 7 Customer Retention Metrics That Allow You to Measure Customer Loyalty
Does customer retention have a relation with loyalty? Here, we will explore the metrics you need to track for customer retention.
Jul 25, 2022
The E-Commerce Summer Slump: Myth or Not?
Is the e-commerce summer slump real? How has the holiday season influenced consumers’ spending habits? Find out here!
Jul 14, 2022
Parcel Monitor for Consumers
Find out how consumers can derive the latest insights in the e-commerce logistics industry and track their parcels internationally with Parcel Monitor's free parcel tracking tool.
Jul 12, 2022
Parcel Monitor for E-Commerce Logistics Professionals
Grounded by our mission to inspire the e-commerce logistics ecosystem to create a better delivery experience for everyone, Parcel Monitor has a lot to offer to professionals.
Jul 08, 2022
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Event Highlights
North America
Retail & E-Commerce
NRF 2023 Retail's Big Show
Jan 14 - 17, 2023 | Jacob K. Javits Convention Center | NYC
Global
Logistics & Supply Chain
Connect Global 2023
Jan 30 - Feb 03, 2023 | Virtual/Online
North America
Logistics & Supply Chain
Manifest 2023
Jan 31 - Feb 03, 2023 | Caesars Forum, Las Vegas, USA
Europe
Retail & E-Commerce
ECDM Expo NORTH 2023
Feb 11 - 12, 2023 | Vellideion Conference Center, Thessaloniki
Europe
Retail & E-Commerce
E-commerce Berlin Expo 2023
Feb 23, 2023 | STATION Berlin, Luckenwalder Str. 4-6, Berlin, Germany
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Understanding Customer Experience in E-Commerce
Customer Experience Is Key to Improve Customer Retention
Every business in every niche and industry requires a loyal customer base that will come time and time again and also become advocates for their business. By prioritizing the customer experience, retailers and e-commerce businesses can not only win new customers but improve customer retention and their lifetime value. Happy, loyal consumers reliable revenue, boost lead generation, engagement, and brand awareness, helping you get the most out of the advertising and marketing budget. That can only happen if businesses place a greater emphasis on the customer experience and retention. That is the reason why most e-commerce businesses focus on building long lasting relationships with customers in e-commerce to improve customer retention.
E-Commerce Customer Experience Management Boosts Customer Satisfaction
Customer experience management is the activity of planning and responding to customer interactions in order to meet or exceed their expectations and, as a result, boost consumer satisfaction, loyalty, and advocacy. This level of understanding about consumers does not arise by accident. It is derived from capturing consumer insights from all channels and touchpoints across the entire business. Especially, in today’s hyper-connected, hyper-competitive global marketplace, the consumer experience is and will continue to be a vital differentiator. That is why e-commerce customer experience management strategies are critical for every business in the retail and e-commerce industry.
Importance of a Good Customer Experience in Online Shopping
Do you know that 73% of consumers feel a good customer experience has a significant impact on their buying decisions. Indeed, providing a great customer experience can help improve customer loyalty and encourage customers to buy more products and even to tell their friends and family about it. Consumers today are becoming more loyal to businesses, products, brands, and technology that continuously provide outstanding value with the least amount of stress or friction during the customer journey. On the other hand, one-third of shoppers believe they will give up a favorite brand after just one unpleasant experience.
Ways to Improve the Customer Experience in E-Commerce
In this digital age, the growth of online shopping is accelerating at breakneck speed. For online or e-commerce stores with no physical presence, businesses must focus on building trust with consumers through the sharing of product information and keeping customers informed of their orders at every step of the way. Having product reviews and ratings also aids customers’ online shopping by allowing them to make purchasing decisions based on other people’s feedback. If consumers have a great online shopping experience, this will naturally result in customer satisfaction and therefore repeat customers.
