Why do we shop online? Convenience.
Let’s take the example of Amazon. For the convenience of its users, it does a lot of things – personalized product suggestions, discounts, tons of brands, 2-hour shipping, easy return policy, and so much more.
If buying stuff from Amazon wasn’t as easy as it is today, would it have become the biggest E-commerce website in the world? Probably not.
So, what do you get if you summarize all of it? To put it simply – e-commerce customer experience.
But, the question is, is it worth investing your business’ time and money on improving your customers’ experience if the sales are totally fine? Yes. Here’s why.
Why Does E-commerce Customer Experience Matter?
Customer experience can be simply defined as a quality relationship between the business and the customer. There are multiple studies to prove its benefits and importance.
For instance, a report by Oracle on customer relations shows that 86 % of customers are willing to pay more for a better experience, and 89 % are willing to move to the competitor due to poor customer experience.
Another survey by HubSpot shows that 80 % of the respondents said they’d stopped doing business with a company because of poor E-Commerce customer experience.
Those numbers are too big to be ignored. Still, if you don’t find the data compelling enough, let’s talk common sense.
1. Retention And Loyalty
Happy customers are recurring customers.
Every business takes care of the basics. What sets apart a company from the other is how good they treat their customers. If you make sure that your customers are happy, they are likely to stick to your brand instead of looking for an alternative. After all, an exceptional experience is what creates brand loyalty.
Moreover, retaining existing customers is more economical than acquiring new ones.
2. Free Promotion
According to research by thinkJar, 13% of consumers share their unhappy experiences with at least 15 people. On the other
This article was written by Editorial Staff and originally published on WP Pluginsify.