In the future, competition for customers won't be won on product or price, but rather on customer experience. Technology will be a key enabler in sharpening your sword for this upcoming battle," says Jannie du Toit, CEO of Comalytics.
In our age of constant connectivity, the buying journey is no longer linear. Instead, digitally savvy customers want to switch across channels, processes and devices. This is certainly true in the retail world, where companies with a sound omni-channel strategy dominate.
https://www.itweb.co.za/content/DZQ587VJ1Vr7zXy2/
If tere’s one thing we know for sure, it’s that customer experience is the fundamental driving force behind eCommerce as we know it. Gartner predicted that by this year, more than 50% of organisations would implement significant business model changes in a bid to improve their overall customer experience. So clearly we’re not just talking about the importance of having a picture-perfect online store here. Not even close. Because, in reality there isn’t a single aspect of the eCommerce journey where customer experience isn’t important. From website navigation to the checkout process, to shipping and logistics, to returns – there’s an opportunity at every step of the process to provide your customers with a positive experience or a negative one.
https://internetretailing.net/customer/customer/4-ways-that-online-retailers-can-gather-quality-feedback-to-improve-customer-experience-18019/
Every e-commerce business knows the relevance of customer feedback—and how hard it can be to obtain it. Not to mention, once you get it, how do you make it useful for overall business strategies?
According to our own internal data, 50 percent of our Feedback clients send more than 1,900 review requests a month—in some cases to customers across multiple marketplaces. Want to know how to craft the perfect feedback messaging to fit all consumer types? Here’s what you’ll learn from this post:
https://www.xsellco.com/resources/e-commerce-customer-feedback-templates/
As the saying goes, “For every customer who bothers to complain, 20 other customers remain silent.” Unless the experience is really bad, customers usually don’t bother to share feedback about an experience that didn’t meet their expectations. Instead, they decide never to do business with the service provider again. That’s a high price to pay for lost feedback.
The lost customer is not the only casualty. Studies have shown that each dissatisfied customer typically shares the unsatisfactory experience with 8 to 10 (sometimes even 20) others. With the growing use of social media, it’s not uncommon for negative feedback to go viral and hurt the credibility of a brand.
https://www.optimonk.com/blog/15-ways-e-commerce-websites-get-customer-feedback/#.Ww6WLEiFPIU/
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/
It’s quite evident that the online buying process is no longer a linear one. Consumers are entering eCommerce websites from a myriad of different devices and online channels. And in the midst of all this chaos, your business needs to find a way to reel these consumers in as well as nurture them once they’ve entered your website.
https://mopinion.com/optimising-the-online-customer-journey-for-ecommerce-websites/
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