At first glance, the headline may make you want to turn away. You’re already thinking: “I handle and treat customer complaints well and effectively. Why read another post on improving customer experience?”
You’re entitled to your assertion of course, but that doesn’t make it right. In fact, it’s more likely that your customers do not agree with you. According to Bain, 80% of companies say they deliver superior customer service, but only 8% of people think these companies deliver superior customer service. Consider some simple reasons why your customers may feel your your brand’s customer experience should improve.
https://customerthink.com/3-reasons-why-customer-experience-in-your-ecommerce-business-is-terrible/
Everyone has been buzzing about Amazon Go, the new store that just opened in Seattle where buyers can simply walk in and swipe their phone, pick out the items they want, and leave — no checkout required. Using infrared cameras and scanners, Amazon Go automatically detects what you’re buying and charges it to your account, making a seamless checkout — and therefore shopping — experience for buyers.
While this new technology is exciting, it raises a number of vital questions: Will this become the new norm for grocery stores or fast food? Will it cause an increase in shoplifting or if the technology fails to charge you, is it even shoplifting? How will it impact cashiers?
https://customerthink.com/amazon-go-and-the-importance-of-customer-experience/
Retailers know very well that this is the time of year to roll up their sleeves, get out of their comfort zone, and start thinking strategically about how to make the most of the upcoming holiday shopping season. But if you're looking to evaluate how well your business is capitalizing on this season, the real test will only come next year — when you start to see whether your 2017 holiday sales have brought in customers who are sticking around.
https://www.retailcustomerexperience.com/blogs/holiday-season-is-coming-want-a-second-date-with-your-customers/
We often talk about B2B customers as if they are totally different from their B2C counterparts, but that simply isn’t the case. Yes, business purchases are usually made with more research and discussion, and they’re higher budget — but they’re still made by people. Those people go home every day and morph into regular consumers, which means their expectations for B2B customer experience are based heavily on their B2C activities.
https://www.forbes.com/sites/forbescommunicationscouncil/2018/03/15/b2b-businesses-need-a-customer-experience-overhaul/#4de11bec2993/
Enabling an excellent e-commerce customer experience (CX) is a top priority for many companies. This is especially important as sales are becoming increasingly digital. Online shopping sales hit a record $108.2 billion this holiday season, a 14.7 percent increase from last year, according to Adobe Analytics.
Since consumers have endless opportunities to shop online, they have the luxury to be extremely demanding. If a page takes too long to load, or if they can’t see if their item is available in a local store, they can simply abandon their shopping cart, resulting in lost sales. The following tips will help transform your website visitors into loyal customers.
https://customerthink.com/delivering-top-notch-online-customer-experiences/
Supermarkets recognize that consumer shopping habits are changing, and they're working overtime to restructure themselves to meet the new demand for e-commerce. A panel discussion, at the recent ShopTalk conference at the Sands Expo Center in Las Vegas, offered an inside look at how some leading brands and retailers are adapting to this change.
While e-commerce presents new challenges for both retailers and brands, the transformation portends significant growth as e-commerce sales continue to expand.
https://www.retailcustomerexperience.com/articles/digital-transformation-a-reality-for-grocery-brands-retailers/
The headstone to a sustainable customer-retailer relationship, increased online conversions and improved customer loyalty, online customer feedback can be a real competitive advantage for companies in the ecommerce industry.
https://mopinion.com/four-tips-for-ecommerce-companies-who-want-to-start-collecting-digital-feedback/
86% of customers are willing to pay more for a better customer experience. Give them what they want. Your customers expect an experience on your site. A great experience; an experience that has been personalized for them. Where do you start when making something like that a reality?
This Exponea e-book will take you through the early stages of improving the customer experience on your site, followed by specific personalization strategies to start using, and a comparison of different product recommendation models so you can pick the best one for your business.
https://www.drapersonline.com/business-operations/industry-insight/industry-insight-building-a-great-ecommerce-customer-experience/7034986.article/
It’s a dog-eat-dog world out there in the eCommerce industry. Online retailers face tough competition when it comes to offering a good customer experience and winning over the loyalty of their customers. And the truth remains that while striving for the much-sought-after “perfect customer experience”, there are many struggles these retailers still go through on a daily basis that hold them back.
https://mopinion.com/is-digital-feedback-the-solution-to-all-online-retailer-struggles/
The e-commerce website is a critically important part of the customer experience; for many customers, it will be the only way of interacting with the company. If the e-commerce website delivers a poor user experience (UX), visitors will click off the site or abandon the shopping cart without giving the company’s customer care team a chance to intervene.
Therefore, it is imperative for an e-commerce website to meet all UX standards. (UX standards apply to website design and can be considered a subset of CX.) These are key areas to execute properly to ensure that all customers have a positive experience on the site, whether or not they make a purchase.
https://www.ameyo.com/blog/is-your-e-commerce-website-meeting-customer-experience-cx-standards/
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