What does it take to run a highly successful ecommerce business?
Every ecommerce business owner is asking this question. Unfortunately, there is no fixed answer to it. But, there is a solution. The ecommerce industry is highly competitive today, and there is one key differentiator that separates successful businesses from unsuccessful ones – customer experience.
In this blog, we will explore several ecommerce best practices that will help you keep you deliver customer experiences that maximize conversions and boost sales.
Customer journey mapping
Customers buy experiences, not products. A customer journey is a complete experience a customer goes through while interacting with a brand.
Brands must map customers at every step in their engagement. Mapping a customer journey includes tracking and understanding customer behavior at every single touchpoint. Here’s how you can create a customer journey map:
Step 1: Find out customer goals and expectations
Brands must identify and narrow down the goals of every customer. They must also ensure that their customers’ goals align with the goals of their business. Once they do this, they can create experiences that enable customers to cruise through their website effortlessly, and along the way, make interactions that are relevant and tailored to their needs.
Step 2: Identify their touchpoints and channels
Whenever your customers visit your website, you must identify which pages they visit and spend the most time on. Find out which channels different personas use, what their preferences are, and deliver the same experience across all channels.
Step 3: Monitor customer behavior
You need to monitor the behavior of your customers on your website and find out the channels they come from.
Step 4: Inspect the process
You must frequently test and check what your process looks like for the prospects and customers.
Step 5: Identify the pain points
At times, customers come across specific difficulties while making a purchase on your site. Find out the pain points like low-resolution images, complex site structure, slow page loading speed, lengthy checkout process, lack of customer support, and others. And find out the solutions to these problems.
What does a customer journey mean?
A customer journey is defined as the total number of experiences that customers come across while engaging with your brand.