Customer Experience
Retail Dive: Simon Pilots Innovative Search Tool for Shoppers
Simon Property Group tests their latest digital in-store search tool, Simon Search, to enhance customer mall shopping experience.
Jun 22, 2022
Your Story: Delhivery Introduces Same-Day Deliveries for D2C Companies
Delhivery launched "guaranteed" Same Day Delivery (SDD) service across 15 key cities to target the growing direct-to-consumer (D2C) segment.
Jun 21, 2022
What Consumers Truly Think of Returns
How and why are consumers returning their purchased items? What does an “ideal” returns policy look like? Are free returns still a thing? Find out now!
Jun 09, 2022
Guest Post: How to Personalize Your E-Commerce Website to Boost Your Sales
Here is a comprehensive guide containing some tips on personalizing your e-commerce website to boost your online sales. Check it out!
May 26, 2022
Guest Post: Quick Guide To a Successful Online Business in Asia
Here is a comprehensive guide containing some tips on increasing your chances of having success in your business based in Asia.
May 25, 2022
The Ultimate Guide to Omnichannel Logistics
From the benefits to the complexities of developing a successful strategy, this article covers everything that brands need to know about omnichannel logistics.
May 18, 2022
Top Omnichannel Retailers 2022
Listed in this article are 8 leading retailers in 2022 that have successfully implemented comprehensive omnichannel strategies. Check them out!
May 11, 2022
Guest Post: 10 Best Practices For Retailers Looking To Create An E-Commerce Store
Check out the top ten tips that can help retailers navigate the tricky waters of moving their business from brick-and-mortar to e-commerce.
May 10, 2022
NRN: Shake Shack Expands its Omnichannel Strategy
The American fast-casual burger chain, Shake Shack, has been doubling down on its efforts to become an "omnichannel brand".
May 10, 2022
Cross-Border E-Commerce Logistics in the Post-COVID Era
This aritcle provides a summary of key findings from the International Post Corporation (IPC)’s Cross-Border E-Commerce Shopper Survey 2021.
Apr 27, 2022
Member Exclusives
Data Insights
Breaking News
Industry Events
Track your parcel here
Event Highlights
North America
Logistics & Supply Chain
Home Delivery World
Aug 31 - Sep 01, 2022 | Pennsylvania Convention Center, Philadelphia
Europe
Retail & E-Commerce
Savant eCommerce Copenhagen 2022
Sep 20 - 21, 2022 | Radisson Collection Royal Hotel
Europe
Retail & E-Commerce
Paris Retail Week
Sep 20 - 22, 2022 | Paris Expo Porte de Versailles
North America
Logistics & Supply Chain
Leaders in Logistics: North America 2022
Sep 26 - 27, 2022 | Marriott Crystal Gateway, Arlington VA
Europe
Retail & E-Commerce
eCommerce Expo UK 2022
Sep 28 - 29, 2022 | Excel London
More discoveries
Planning for Peak Season 2022: E-Commerce Shopping Trends in the United States
Aug 16, 2022
Retail Dive: Online Retail Sales in the United States to Hit $1.6 Trillion Mark by 2027
Aug 16, 2022
Funding Roundup: Major Wins for CleverTap, Locad, ReturnLogic and Others
Aug 12, 2022
PR Newswire: Purolator Transforms Transportation Sector With Its New Sortation Facility in Toronto
Aug 12, 2022
Alcott Global Podcast: Carbon Neutrality in a Shipping Company
Aug 11, 2022
FreightWaves: FedEx to Apply Peak Season Surcharges As Early As September
Aug 11, 2022
E-Commerce Logistics Race in Latin America: Which Country Performed the Best in H1 2022?
Aug 10, 2022
The Business Times: A.P. Moller - Maersk Purchases Martin Bencher Group for US$61M
Aug 10, 2022
Funding Roundup: Bizongo, Homzmart, Vetted and Others Secured Early-Stage Deals
Aug 05, 2022
How Peak Season 2022 in Europe Might Look Like
Aug 05, 2022
TechCrunch: Shopify Invests $100 Million in a Marketing Automation Startup, Klaviyo
Aug 05, 2022
ITLN: Xpressbees Names Suraj Bangera as Senior Vice President of Cross-Border Business
Aug 04, 2022
Retail Dive: Amazon Launches Same-Day Shipping for Pacsun, GNC, SuperDry, and Diesel Customers
Aug 03, 2022
E-Commerce Logistics Race in Europe: Which Country Performed the Best in Q1 2022?
Aug 02, 2022
Supply Chain Dive: OnTrac and LaserShip Introduce Transcontinental Delivery Service to Prepare for Peak Season
Aug 02, 2022
Alcott Global Podcast: Importance of Supply Chain in Stationery Industry
Aug 01, 2022
Guest Post: 10 Ways Retailers Can Inspire Customers During Peak Season
Aug 01, 2022
Funding Roundup: Early Funding Rounds Secured by Cartona, DealCart and Others
Jul 29, 2022
Vogue: Glossier Launches into Wholesale Partnership with Sephora
Jul 29, 2022
E-Commerce Logistics Race 2022: Canada vs the United States
Jul 28, 2022
Macau Business: DHL Express Names Phil Corcoran as Australia’s Managing Director
Jul 28, 2022
Top E-Commerce Retailers in the United States 2022
Jul 27, 2022
Logistics Manager: InPost Now Has 4000 Parcel Lockers in the UK
Jul 27, 2022
Marketing Interactive: L'Oréal Appoints Kenny Ng as Regional E-Commerce Director
Jul 26, 2022
Guest Post: Why Logistics and Supply Chain Management Is Important
Jul 26, 2022
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.
