Ecommerce is a retail channel that gives consumers access to a wide variety of products and brands, including those found in traditional brick-and-mortar stores. As an ecommerce entrepreneur, you must understand how to keep your customers happy by optimizing their overall experience.
The progression of ecommerce has advanced the customer expectations of the companies they buy from.
So, what do customers expect?
They expect a seamless shopping experience that is personalised to them — one that is consistent no matter what device they are using for their shopping or what stage of the buying process they are in. In addition, people are 40% more likely to spend more than they’d planned if their experience is personalised.
Not only does your website need to be visually appealing, but it also needs to run correctly and provide your customers with an enjoyable experience.
With long loading times affecting bounce rate and other contributing factors such as stock availability all impacting the purchasing behaviour of your audience, it is important to make sure that you are putting your best foot forwards.
Free shipping is the most important factor for consumers when deciding from which retailer to make a purchase. The second most important factor is the ease of shipping return followed by the cost of return.
Ways to Improve eCommerce Customer Satisfaction
Offer Multiple Channels for Customer Support.
Build Customer Loyalty.
Keep a seamless and simple checkout.
Include Customer Reviews. ...
Deliver the orders at the Right time.
Focus on Easy Navigation.
Understanding your customer’s journey
When you know your customers’ behavior, you can give them what they want. You can learn about their journey with behavioral analysis tools such as Google Analytics and Order information from past purchases. Find out where the majority of your customers come from—whether it’s through social media, organic search or referral. Check how many of them look for reviews or rating before they visit your eCommerce website.
The modern customer’s journey is an omnichannel one. This means making sure you can be discovered and track conversions across multiple channels.
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