4 ways to improve the user experience of your eCommerce Store
The ecommerce industry is steadily expanding and the competitive market demands you to be on your toes at all times. You must determine what makes an eCommerce store stand apart in the market, and the experience you deliver to your customers.
In this digital age, customer experience IS the product. It is the comfort of online shopping that binds customers to online stores. Good customer experience lies at the heart of every successful ecommerce store. So, it only makes sense for your eCommerce website development to invest more time and money and assure a highly satisfying shopping experience.
Let us go through 4 ways in which you can achieve this goal.
1. Align your eCommerce Customer Experience to Your Customer Persona
First, you must create customer personas on the basis of your user data. These personas will guide you in understanding how your consumers behave in your online store. You get a glimpse of their shopping behaviour, how they navigate, and how much time they spend on which specific page of your eCommerce store.
Customer profiling is crucial because it helps you cater your site to your user base. By using these customer profiles as a blueprint on which you map the customer journey, you create an eCommerce store that aligns well with your consumer’s behaviours.
2. Create User Friendly Touch Points and Actions
Once your customer journey map is clearly laid out, you must start establishing the actions that customer will take at each stage of the journey. Your online store must focus on the concept of “customer experience design.” Whether you know it or not, your eCommerce store already has a customer experience design. The process you lay out to manage your customer needs, guiding them through the sales process, and eventually to a purchase, is the customer experience design.
The pertinent question that needs to be answered is whether you have an effective customer experience design.
In order to create a smooth pathway from start to the end of the sales process, you must identify all the contact points between the store and your consumer. This includes the homepage, checkout page, add-to-cart, purchase windows, and any other page that requires consumer input. For each of these touch points consider the actions that your customers will have to take, and plot their journey in the most logical manner.
3. Establish Cohesive Network of Touch Points
Look at different eCommerce platforms your customer profile uses and how their overall journey is processed. Assure that the experience you deliver has a sense of cohesion across all the channels. To achieve this, apply the omni channel strategy.
Create a cohesive network of all the customer’s touch points that expand across the customer lifecycle, and bring them all under one cohesive platform. You must not limit the user experience to your eCommerce store.
It is one thing to be well-versed with the customer paths on your site, but it is a different matter altogether to understand when and why your customers make use of different channels prior to purchasing.
4. Establish Moments of Truth
Moments of truth are those moments where a customer decides either to stay with your or leave your store. Generally for an online store this takes place almost immediately when a customer sees your overall website structure, digital eCommerce catalog, and the checkout process you employ.
Naturally, it is best practice to pay close attention to these aspects of your online store and ensure they are as customer-friendly as possible. This will be a determining factor and that will convert your potential customers into a loyal returning customers.