What Is eCommerce Customer Experience And How To Improve It


Investing in the eCommerce customer experience is one of the most effective strategies for your eCommerce business growth. After all, excellent customer experience is the future of digital commerce. More significantly, it’s one factor that gets you loyal customers and boosts eCommerce sales. That’s why you should focus on it if you want to maintain your eCommerce store.

With that said, let’s dive into a detailed answer to this throbbing question: what is a great eCommerce customer experience? And what does it take to improve it?

Let’s get to it!

Ecommerce Customer Experience: What Is It And Why Is It Important? 

Customer experience encompasses almost every other thing in the buyer’s journey. It refers to the total touchpoints, engagements, thoughts, or feelings between the customer and your eCommerce stores. Also, it shows how eCommerce customers view your online business.

However, the online experience begins as soon as potential customers contact eCommerce brands for the first time. It could be through a friend, an advertisement, a website search, or with the help of a digital marketing company. Then, it continues till the customer lands on your eCommerce website.

A website’s appearance can affect the customers’ perceptions along with many other factors but once the customer’s visit is satisfactory, payment is the next phase of the customer experience. However, there is no way to increase customer retention during eCommerce shopping. Thus, offer free shipping, excellent after-sale service, or reduce their shipping costs.

Find out some of the most terrible Ecommerce Challenges And Simple Solutions To Overcome Them.

Why Is Customer Experience Important? 

Customer experience is the key to retaining existing customers while acquiring new ones. More satisfied customers result from a positive online shopping experience. Simply put, if you provide online shoppers with a positive experience, they’ll buy from you again. Additionally, if customer satisfaction score is high, they will become your brand ambassadors. 

How To Improve Customer Experience

There are many variables between small and large businesses. Also, their products, techniques, and concepts may vary. For this reason, we’ve covered how to improve customer experience strategy.

1. Boost Mobile Experience For Users 

Mobile optimization is the process of modifying mobile experiences. It ensures that users access the website content from mobile devices and receive a customized experience. So, always bear this at the back of your mind when preparing to improve the customer experiences. Make sure that your online store loads fast.

2. Have A Great Website

website builders

Your primary desktop website should be excellent as well. Make a wise choice when selecting the platform for your eCommerce site. Various suppliers provide comparable solutions, but it’s essential to consider all the features. Some reputable platforms to look out for are Bigcommerce, Shopify, WooCommerce, Shoplo, Wix, and Prestashop.

Check out How to get affordable web design in Cleveland.

3. Up Your Social Media Game

Online retailers reflect their distinctive brand voice through social media platforms. Also, customers expect you to be active on a channel. So, if you can’t employ a dedicated media manager, schedule a time each day to reply to questions on social media about your eCommerce store. Make sure to respond to favorable or unfavorable customer feedback on platforms like Facebook, Twitter, and Instagram.

Making your consumers happy isn’t a task that AI or automated solutions can complete. They desperately need your presence. You might want to read about How to Harness the Power of Social Media for Your eCommerce Store.

4. Be Customer-centric

Your team must prioritize the consumer and become data-driven. You will need to change how you do research. Not only that, change how to make business choices, and perform in front of customers. The goal is to stop using statistics to justify decisions that have already been made and start relying on your consumer data and other facts to make these decisions for you.

See How to create a customer-centric strategy for your small business.

5. Conduct A Customer Survey

Conduct a customer survey

You can’t be customer-centric if you don’t know what your customers prefer. Use strategies like brand monitoring and communication via multiple channels to find out how online customers view your brand. Furthermore, user-generated content may reveal a great deal of information about how your clients interact with your company online.

Conduct a survey asking your clients if they would instead use an app for shopping. Offer a discount code or little gift for their subsequent purchase. With this, you’ll surely get reviews.

6. Provide Excellent Customer Service

A good experience mostly depends on offering good eCommerce customer service. Offer a service option on every channel you use to communicate with clients. Your customer support team should receive training on how to provide the best customer service experience. An accessible contact form or live chat window should be available on your website if someone needs assistance.

7. Send Concise Emails

Email marketing is ingrained in the e-commerce marketing strategy. But making your email marketing stand out is easier said than done. Customers are accustomed to standard sales emails. Most brands use the many available templates without making any changes. Also, you must personalize your message to leave an impact.

Use a friendly tone when writing emails. This is because it will help customers perceive your brand favorably. Refrain from being pushy. Send emails that you would like to receive. Even in your emails, add value. Transactional emails need to be concise and precise; this rule doesn’t apply to sales emails.

You would love to see how to Attract the Perfect Customer to Your eCommerce Store Using These (6) Sure-Fire Tips

8. Create a Compelling Product Page

Create an appealing landing page

The heart of an eCommerce website is its product page. You showcase the items and their information there. Also, the product pages are a haven for errors. They play a significant role in creating a great e-commerce experience.

How do the product pages on your website look? Is it convincing enough to entice clients to make the intended purchase? Does it boost customer satisfaction? Bear in mind that a great product page must have high-quality images. Besides that, it should contain product details and clear CTAs (buy now).

9. Create an omnichannel customer experience

Along with creating a seamless checkout process, another trusted way to create a stellar customer experience is developing an omnichannel experience. An omnichannel CX aims at giving customers the same level of satisfaction across different channels, including the business website, physical store, mobile app, mobile device, tablet, or computer.

The idea of an omnichannel strategy helps your company to reach out to a wider audience while still being able to satisfy one customer using several channels. The approach ensures that a customer can start a buying journey from the app and end it on the website whenever they want without having to start from scratch.

10. Implement an excellent UX for your website

Your website’s UX refers to user experience and it is the term that describes the ease of using your website from start to finish. This includes ease of navigation, ease of finding content, ease of using search filters, and the availability of several payment options.

The easier it is to use your website, the faster the customer can go from searching to buying the product, and the more trustworthy your site becomes to them. Developing an easy-to-use eCommerce store is a feature you can spend company resources on and expect reasonable returns.

See also: How to reduce cart abandonment rate in your eCommerce store.

What is the difference between Customer Experience (CX) and User Experience (UX)?

CX vs UX

Before we proceed, it is essential to distinguish between CX and UX. 

The customer experience (CX) refers to everything that happens throughout the customer journey. It includes all possible interactions on your customers’ path, such as:

  • Product design
  • Customer support services
  • Social media engagement
  • Sales experience
  • Catalog organization
  • Website navigation.

Whereas, User experience (UX) focuses on a user’s capacity to perform activities effectively. A good user experience ensures that customers can easily explore websites and find what they are searching for. UX may increase customer loyalty and trust, much as CX.

Customers will always return to a website to buy a product if it’s user-friendly. On the other side, dissatisfied customers will leave and visit another site to resolve their issues. However, UX and CX are similar. They guarantee that the clients have a great experience when dealing with a business.

What Is Ecommerce Customer Experience Management?

What is Customer Management?

ECX Management is the process of controlling the interactions between e-commerce consumers and your company. Hence, the goal is to stay ready to meet customers’ needs.

Put it differently, effective ECX management guarantees that your team will never be pressured while meeting a customer’s needs. Also, enhancing your ECX management strategy involves being able to go over and beyond for them. Sometimes, your only goal will be to help your customers complete the task. 

Every contact is important when creating a customer experience, from the emails you send to the software you use for customer service to how clients interact with your online store.

Fortunately, you don’t need to spend a fortune on engineers and software to provide customers with a personalized experience. Continue reading to discover the commercial advantages of improving customers’ experience at every stage of the purchasing process, as well as aspects to consider when developing your CX strategy.

After examining the financial benefits of the ideal CX plan, let’s discuss how to improve customer experience.

While choosing the right platform for your eCommerce business, here’s a comparison between Woocommerce Vs. Shopify, Which One Is Better For Your eCommerce Store

Final Thoughts

Several approaches enhance the online customer experience. However, if you consider the details above, you’ll gain new customers and increase retention. On the other hand, disregard them you’ll soon find it difficult to outperform your competition. 

Want to boost eCommerce leads and sales by over 10x? Hop on a quick discovery call with us today and we will show you what you need to do to make your eCommerce business a sales magnet.

Picture of Anthony Milia

Anthony Milia

Anthony Milia is an author of Marketing Magnifier, marketing consultant, and owner of Milia Marketing, an award-winning Marketing firm located in Cleveland, OH. Anthony helps Small and Medium-sized businesses get the best ROI for their marketing dollars by shedding light on their sales and marketing challenges.