The art of trading is no longer limited to providing the best commodity at the lowest price. In the era of e-commerce, the seller no longer competes with the store next to him or even in his city, but now he is competing with the Internet and the entire world. Every seller does his best to capture as much market as possible.

It is now impossible for many companies and online stores to continue using old methods and techniques to provide the best buying experience and increase their customer base. The more a competing store devises a new way to enhance its customers’ experience, the more buyers expect other stores to solve any hassle that could hinder their online journey even by a small percentage.

Attention to the customer experience has become indispensable. Stores that implement a successful and innovative strategy to improve their customers’ experience, achieve higher rates of customer satisfaction, increased sales volume and extended life of the brand. So, there is no place in the online market for those who do not invest in the experience of their customers. or neglect it.

What is Customer Experience?

Customer Experience (CX) is all the interactions of a seller or a brand, with its customer during the buying journey, from marketing to sales to customer service and everything that can happen at any of those stages. Thus, a good customer experience means that all of his interactions were in line with his expectations.

Ways To Improve Customer Experience During and Post-Purchase Journey

1. Providing A Personalized Experience

Customers expect sellers to let them feel that the store has been designed specifically for them by offering customized proposals and offers in a timely manner.

Artificial intelligence solutions help sellers to deal with any change in customer behavior and display what interests them in their stores according to available data and previous buying experiences and address them in a customized manner.

2. Measuring Customer Satisfaction & Loyalty

Surveys and questionnaires help to know how satisfied customers are, and what positive and negative points they have encountered during the buying journey. It also helps sellers develop the services and products available in their stores.

There are several ways to measure customer satisfaction such as Net Promoter Score Survey (NPS), Customer Effort Index or CES Questionnaire, and Customer Interviews.

3. Ensuring Smooth Payment Process

Failure to provide the customer’s preferred payment method in a secure manner can lead to an increase in the number of abandoned shopping carts.

It’s a plus point to provide most of the payment methods available in the country in the e-store, whether cash on delivery or electronic payment such as credit cards, Apple Pay & Google Pay

4. Relying on Data and Analytics

Data and analytics help to understand customer behavior and how to motivate them to buy, as well as avoid repeating incorrect business decisions and thus increase sales. Attention to collecting data first-hand and processing it correctly must be one of the most important seller’s priorities.

5. Paying Attention To Shipping Experience

Keeping the customer informed automatically about the status of his order will reduce his anxiety, and makes him feel that the seller is interested in his experience even after the completion of the purchase process. Customized interactions with customers at the most anxious stage of their journey increase trust and build strong brand loyalty.

6. Keeping An Easy and Clear Return Policy

The return policy is an essential factor in the decision of online purchasing because buyers cannot actually see the product and check its quality before purchasing. Therefore, online stores must guarantee the customer fair and attractive return policies.

At The End

A positive customer experience is critical to the success of an online store and has a direct impact on customers’ decisions about buying again in the future, we help you with Shiprocket Plus service to achieve that, using the latest technology and artificial intelligence, because we believe that providing an exceptional experience for your customers is the first step to extending the life of your brand.